Problem:
How can a seamless onboarding process improve efficiency in market research?
What challenges do companies face when integrating new technology into their workflows? How does Kalever ensure clients fully leverage its platform without disrupting existing processes?
Background:
In the world of market research technology, effective client onboarding is the foundation for long-term success and satisfaction. At Kalever, we recognize that onboarding isn’t just about teaching clients how to use our platform, it’s about fostering trust, addressing unique client needs, and ensuring our technology seamlessly integrates with their existing processes.
Solution:
A Tailored Approach to Onboarding
Our onboarding process is designed to adapt to the distinct needs of each client and optimize their experience with our proprietary platform. This process prioritizes a seamless client experience by enabling them to take full advantage of our technology while continuing to utilize their existing tools and workflows. Kalever’s platform-agnostic solutions ensure compatibility with diverse data collection platforms and easily integrate with existing team processes.
The Role of Pilot Projects
To identify gaps and refine compatibility, we begin with algorithm fine-tuning.
- Pilot Stage: We conduct initial trials with 5-10 standard project documents, ensuring our platform can adapt to different data collection systems.
- Key Challenge: A key challenge lies in translating diverse document formats into the digital code required for systems like Decipher, Confirmit, Dimensions, client specific platforms, etc.
- Solution: Through iterative testing, we develop customized solutions that smoothly integrate with the client’s specific requirements.
Progressive Optimization Through Iteration
Onboarding Workflow: From Setup to Optimization
Step 1: Initial Client-Specific Setup
Initial Client-Specific Setup: Clients can either provide us with project specifications or upload their project documents to the Kalever platform. Alternatively, they can use an old project document and platform-ready code to share with us. Our system then generates a customized code, which is integrated into their existing data collection platform. Clients then make any necessary platform-specific adjustments and return the code to us.
Step 2: Iterative Fine-Tuning
Based on the client’s adjusted code, our platform continuously evolves to recognize and accommodate their unique requirements. With each document uploaded, the system improves compatibility and accuracy with each iteration.
Beyond Technical Integration: Business Logic and Client Compatibility
We prioritize two critical aspects throughout the onboarding journey:
1. Business Logic
Clients in market research often operate in diverse industries—healthcare, retail, finance, technology, etc.—each with its unique requirements. We ensure that the platform aligns seamlessly with the client’s specific market research objectives and processes, while also supporting the scalability required for their long-term needs. Therefore, Kalever’s onboarding process incorporates:
- Survey Design Optimization: We ensure that Kalever’s platform can handle industry-specific question types, data collection modes (e.g., CATI, online, mobile), to enhance survey programming efficiency and data quality.
- Localization Capabilities: We ensure that Kalever’s platform can support multilingual surveys and culturally appropriate content for global studies.
2. Client Needs Compatibility
We remain agile and responsive to the client’s evolving requirements, proactively adjusting our system updates to accommodate changes in their processes or the introduction of new tools.
- Custom Metadata Exports: Allowing clients to download the survey framework in various formats, including XML, JSON, PDF, TXT, and HTML.
- Survey Preview: A simulated environment for clients to test surveys before launching live projects, ensuring logic, routing, and user experience are flawless.
Key Stages of the Kalever Onboarding Journey
Here’s how we do it, step by step.
1. Foundation & Framework
We begin with introductory calls to align expectations, gather detailed requirements, and create a transparent onboarding roadmap with clear milestones.
2. Platform Personalization
We create a personalized client platform account and portal, ensuring easy navigation and interaction. Access permissions are carefully tailored to each client’s specific roles and responsibilities.
3. Document & Data Security
We streamline document sharing and feedback exchange using our proprietary TrackEntry tool ensuring efficiency and compliance with regulations. Secure data collection is facilitated through customizable forms and checklists.
4. Training & Support
While our tool is intuitive and easy to use, we offer comprehensive training sessions tailored to each client’s specific needs, ensuring full proficiency in platform functionalities. Clients also have access to a repository of resources, manuals, video tutorials along with dedicated Q&A sessions. What is more, we keep clients informed about new features and provide them with the opportunity to participate in periodic trainings.
5. Proof of Concept & Feedback
Clients gain hands-on experience by testing the platform on real-world projects, providing valuable feedback based on their actual use cases. This crucial feedback loop allows us to continuously refine and improve system performance based on client insights.
6. Performance Evaluation & Refinement
We conduct regular reviews to evaluate the success of the onboarding process and identify areas for improvement. Client feedback is invaluable in refining our documentation, workflows, and overall approach. Furthermore, we proactively monitor client activity to identify and address potential issues before they escalate.
7. Go-Live & Ongoing Support
We ensure a smooth transition to regular operations with ongoing support and regular check-ins to address any questions or concerns.
Hands-Off Approach – A Streamlined Alternative
In this approach, clients provide us with a basic explanation of their process, along with the code they use and relevant survey documents. We then take it from there, putting the dots together and optimizing their platform usage without requiring further involvement on their end. Our team handles the integration and setup, ensuring maximum efficiency while clients can continue focusing on their core activities.
Scalability and Long-Term Value
Market research is dynamic, with clients often needing to scale up or adjust rapidly. Our onboarding process is designed to prepare clients for long-term success by addressing:
- Scalable Solutions: Supporting growing project volumes without compromising performance.
- Adapting to Trends: Regular updates to the platform to align with emerging trends, such as mobile-first surveys, various data collection platforms integration, new widgets or behavioral data collection.
- Feedback as a Value Loop: Positioning feedback not only as a tool for platform improvement but also as a mechanism to co-create solutions with clients.
Conclusion
Client onboarding at Kalever goes beyond technical integration; it’s a strategic partnership-building process. By combining tailored solutions, iterative improvements, and client-centric training, we ensure that every new client not only adapts to our platform but thrives with it.
This meticulous approach transforms onboarding from a routine task into a competitive advantage—building trust, driving efficiency, and setting the stage for long-term success.
