Onboarding

The first step in this kickoff phase is to validate together your key goals, alongside the definition of the roles and responsibilities of all teams involved.

1. On the customer side, we need a single point of contact, your main Project Manager who is responsible for the project follow-up and managing change. We also recommend he is supported by a project team of key users.
2. LetsBuild’s Implementation Specialist’s role is to guide your Project Manager and Project Team, but also to challenge you through the whole process based on the best practices we’ve been learning from our most successful customers.

To ensure we properly manage expectations when we start a new project, we carry out a gap analysis between your usual processes and post-implementation processes. We then define a first planning together which includes a weekly followup touchpoint with your Implementation Specialist, and we make clear what deliverables are expected by each party. This is how we maintain a clear cadence to ensure the project keeps momentum.

The next step aims at making you LetsBuild experts to help build trust in the product.

1. We achieve this by offering hands-on training to your Project Manager and your key users so you become as autonomous as possible in setting up and testing your new processes with LetsBuild.
2. We then strongly recommend the following 3-6 weeks focus on a real-life project with your team, as it will enable you to understand how your field-based teams react to this new way of working. This allows you to gather valuable feedback, finetune your processes and understand how to better manage change in the Go-Live phase.
3. To help you drive engagement from your field-based users and subcontractors, we provide you with a real-time dashboard of which users actually connect and share their updates in LetsBuild. This lets you identify early adopters who can help spread the word, or more reluctant users that require closer followup. The dashboard also provides key performance indicators that prove the time and cost benefits of using LetsBuild. We monitor this dashboard together to make sure you’re on track.

The final milestone is to prepare and officially launch your LetsBuild platform to all your teams based on your learnings in the kickoff phase and on your Implementation Specialist’s recommendations. Once launched successfully, our Customer Success Managers then take over and follow your team on an ongoing basis through proactive monitoring and quarterly touchpoints. He/she becomes your trusted advisor, helps you get the most out of LetsBuild and keeps you up to speed with any major product improvements.

Last but not least, your project team and all users have access to our amazing Support team by phone or directly in the application with an average response time of less than 10 minutes.