Imagine this: You buy a shiny new tool that your friends all rave about. It finally arrives, complete with generic instructions to get you started, but you set the tool aside and never give it a try. A month goes by and you haven't used the tool once, because you've forgotten why you bought it in the first place. You end up asking for a refund for your purchase. When your friends ask you why you're returning it, you say that unfortunately you just couldn't find a use for it.
In the SaaS technology world, even the best products fail if companies don't provide their customers with a positive onboarding experience. Onboarding is much more than just giving your customers a login link for the first time or sharing a few instructional videos. At MoxiWorks, we know that starting something new can be intimidating for your agents, especially when technology is involved. As the Onboarding Project Manager at MoxiWorks, my goal is to make this process as seamless as possible so that agents can quickly become adept at using our tools and elevate their business. Here are my personal tips for making your onboarding experience with us a great one:
1. Getting Familiar with MoxiWorks
Remember our tools analogy? Most people research any product thoroughly before purchasing it, and real estate technology is no exception. Before moving forward with the onboarding process, we recommend doing your due diligence. What is MoxiWorks? Is it the right product for your agent? Does the product you’re interested in meet the needs of your business? Or do you already have software with similar functionality? How is MoxiWorks different from the suite of tools you currently use? If you’d like to discuss this in more detail, check out our website, YouTube channel, and content center. Or give our sales team a call. Having a basic understanding of the platform’s features and capabilities will streamline your onboarding process, help you know exactly what you’re spending your hard-earned money on, and ultimately get you up and running quickly.
2. Help us understand you better and serve you better
Brokerages are as diverse as the communities they serve, each with their own unique values and personalities. While other technology companies may overlook these details, we intentionally take the time to truly understand our customers on a personal level. Why? Because we're focused on cultivating long-term relationships with our customers and finding the best uses for our tools.
Our tools are uniquely customizable for a variety of use cases, including expanding your reach and increasing brand awareness in recruiting. Not sure how you plan to use our tools? Already have an idea of how you plan to use the system, but are thinking about other ways Moxi can take your brokerage to the next level?
To narrow down your “why,” we recommend asking yourself these two questions before your kickoff call:
What challenges are my brokers and agents currently facing? What is the main goal for my company right now?
Regardless of the situation, our onboarding team will strategize with you based on the broker’s needs.
3. Check with your MLS board representative before signing a contract with us.
At MoxiWorks, we often say that data is king. All of the fundamental functionality of MoxiWorks tools is powered by the data from your MLS. Luckily, we already have agreements with thousands of MLS boards, and likely yours too. We highly recommend contacting your MLS representative with the following details prior to purchase:
Does the MLS already have a relationship and contract with MoxiWorks? Are there any concerns or limitations when using MLS data in MoxiWorks products? Will the MLS charge an additional fee to enable data access for MoxiWorks? Are there any issues with brokers of record signing an MLS agreement to allow data access for their agents?
If you answered “no” to any of these questions, you are still welcome to chat with our sales team before engaging with us – they're happy to explore alternative solutions to ensure our tools meet your needs.
4. Allocate time and resources early
We understand better than anyone that real estate agents lead extremely busy lives. After all, our products are designed to streamline tasks and save agents as much time as possible. Onboarding is a collaborative project with clearly defined timelines, scope of work, and expected deliverables from both sides. While our team will do everything in their power to ensure your onboarding is completed successfully, it is essential that your team also allocates time and resources to the onboarding process.
We have found that customers who are willing to invest time and energy into onboarding from start to finish have the highest success and adoption rates. If you are considering starting your onboarding process with us, we recommend avoiding busy periods in your schedule, such as important company events or holiday periods. Investing time and resources up front will help accelerate your learning curve, optimize your workflow, and ultimately unlock the full potential of our product.
5. Assign onboarding roles and accountability within your team
Teamwork makes the dream work. In addition to emphasizing the importance of dedicating time, allocating resources is equally important to a successful onboarding experience. Is there a key person within your brokerage who currently supports agents with onboarding, education, marketing, or technology efforts? It's possible that your brokerage relies on one or two staff members who wear multiple hats. Regardless of the size of your brokerage, and if your resources allow, consider forming an in-house project team before beginning your MoxiWorks onboarding journey. However, even if your brokerage is small and only one person is handling everything, rest assured that our onboarding team will provide all the support they can.
Why do we recommend involving multiple people in the onboarding process? Decisions about company-wide product configurations need to be made and may require additional insight or expertise beyond your own knowledge. An onboarding project manager outlines all deliverables required for the onboarding process, and a designated leader (usually a broker or owner) oversees the process of bringing together the best people for the task, assigning roles and responsibilities, and ensuring accountability within the team.
6. Treat this as a partnership
For MoxiWorks, onboarding is more than just a vendor agreement. It's the beginning of a great partnership. After all, we are both embarking on this journey with the same goal: your success is our success. We ensure that your new MoxiWorks tools not only perform as you expect them to, but also provide a return on your investment by improving your brokerage where it matters most.
Once you start working with your Onboarding Project Manager, he/she will guide you through the entire product setup. You are the most influential and most important stakeholder. Communicate any questions, preferences, concerns, issues, and feedback you have openly and transparently as early as possible. Questions and feedback can include:
How would you like to be communicated during onboarding? Do you have concerns about the work you need to do? Are you nervous about how to support your agents after launch? Is there something about the product setup that doesn't meet your expectations?
All of these types of questions can and should be communicated to your onboarding project manager to ensure that your onboarding experience, product configuration, and workflows meet your specific needs.
In any partnership, it takes two people to tango. There is a shared responsibility and expectation on the project lead or project team to complete a task. Responsiveness and proactive contributions to the customer are essential for a successful onboarding and a thriving long-term partnership.
Why wait? Take control.
Get a live demo of MoxiWorks and learn how you can help your agents perform at their best.
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