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What to Expect When Onboarding

Susanne Strong


By Kelly Lyons, IPRO Learning Experience Team 

The onboarding period for a new product is an exciting time, but it can also be a bit daunting at the onset. Getting a new product up and running and learning how to use it can seem overwhelming—there’s so much to do! Here at IPRO, we recognize these challenges, and we want to make sure you’re set up for success. To help guide you through the early days, we’ve carefully developed a consistent and comprehensive onboarding process, designed to help ensure that you have all the tools you need to optimize your use of our products. Ready to learn more? 

When you purchase a Starter/Business Package, Business Plus/Elite Package, or LOCAL DISCOVERY Package, you’ll receive all the bells and whistles that accompany the full onboarding process. First, we’ll connect you with one of our expert Client Success Managers (CSMs). Soon after your purchase, your assigned CSM will reach out with an introduction email, explaining the next steps of your IPRO journey and asking you to set up a kickoff call. The remaining steps will naturally vary, based on the package you’ve purchased. However, the onboarding process always follows the same basic structure, beginning with this Initial Engagement phase.  

In addition to this introductory email, you’ll also receive separate emails with Learning Center subscription redemption links. These emails grant extensive access to IPRO’s Learning Center, our online learning platform. You will be using the Learning Center to train in the product. The emails will include details on how to get started with your subscriptions, but your CSM will be able to provide more information should any questions pop up.  

Soon after your welcome email, your team will have a kickoff call with your CSM. During this call, your CSM will dive deeper into the Onboarding process, explaining the next steps forward and assisting with any questions you may have. Here, your CSM can help make sure you have all the information you need to sign into the Learning Center. Your CSM also will provide you with a comprehensive learning plan, mapping out the courses most relevant to your team. The plan will include a suggested timeline and direct links to Learning Center content. This will allow you to easily access your content, freeing you up to focus all your energy on learning. 

Once your software is set up and you’ve attended your kickoff call, you’ll move from Initial Engagement into the Onboarding phase. During this stage, you’ll really start to get comfortable with the product. You’ll meet with your CSM for regular check-in calls. We’ll recommend Learning Center courses to take between sessions. This suggested course schedule has been developed by our team to ensure that you have all the necessary skills to optimize your workflows. During check-ins, your CSM will discuss key topics and go over any questions you might have. After each call, your CSM will send a check-in summary email, reviewing what was discussed and explaining what’s next. 

The Onboarding stage will leave you with a solid grasp on the product, preparing you for the Adoption phase. Once you reach Adoption, you’re ready to dig even deeper into the product. At this point, we might recommend more advanced courses or content that is focused specifically on the tasks and issues you may encounter. During Adoption, you’ll likely need less support, since a lot of the heavier lifting has been handled during the earlier phases. However, your CSM will still be in contact, checking in via email and possibly setting up calls.  

Even after leaving Adoption, we’re still there to support you, whether you have questions about your existing products or whether you’d like to add or upgrade in the future. We know how important it is to feel confident and knowledgeable when you purchase new tools and software, and we know that this onboarding strategy will get you on the right track—we’ve seen how well it supports our other customers and we know it will do the same for you! 

Check out the Learning Center for more information on how to best use your IPRO products! The Learning Experience Team’s goal is to provide you with the right content, at the right time, and in the right format. As we continue to execute our mission, more content will become available and easily accessible to guide you through your journey.  

The Learning Experience Team wants you to succeed in this fast-paced, new world.  We wish you luck on this endeavor and know with the right tools, the right training, and the right support, you can be a truly remarkable eDiscovery practitioner!  

Happy Learning!  

For more information about tips like these, keep tuning in to our regular blog series from our Product Learning Experience team. 

If you’d like to learn more about IPRO’s products or sign up for Self-Guided Learning, log in to our online learning center, https://learn.ipro.com/ 

IPRO’s Help Center can also be found here:  https://my.ipro.com/help 

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