Nguyen Thi Truc Hiep New onboarding process Training

Summary

In this session, Hip from Next Logistic Vietnam introduces the revamped onboarding process for 3V sellers. The process includes steps for account creation, information verification, and the role of internal teams like Sales, Customer Support, and SASM. The key focus is on ensuring accurate information before activating accounts, particularly for critical fields like business name and bank details. Hip also explains the timelines for account verification, with a commitment of 2-4 hours for verification, depending on the account type. The session wraps up with a Q&A to clarify any doubts.

Takeaways

• 😀 The speaker has 8 years of experience with the company and helped build the 3V project, providing logistics services for external sellers.
• 😀 The main topic is the onboarding process for 3V sellers, with a focus on verifying critical information before account activation.
• 😀 The system will now verify critical information such as account and bank details before a seller can activate their account.
• 😀 Sellers can create or update their accounts through the system, but if the information is critical, it will need verification by the SASM team.
• 😀 SASM is responsible for verifying critical information, activating the account if correct, or requesting corrections from the seller.
• 😀 Regular seller accounts should be verified within 4 hours, while key account sellers (high volume/revenue) must be verified within 2 hours.
• 😀 Critical information for verification includes account and bank details, while non-critical information like contact info will be updated automatically.
• 😀 The sales team, customer service, and SASM teams all play roles in the onboarding process, with SASM focusing on verification.
• 😀 After verification, feedback will be provided through the customer service team if issues arise, and sellers must correct information as needed.
• 😀 The goal is to make the onboarding process as efficient as possible so that sellers can quickly begin using the platform's services.

Q & A

What is the main objective of the onboarding process for 3V sellers?

The main objective of the onboarding process is to verify seller information before their accounts are activated and they can use the logistics services offered by the 3V platform.

Why was the onboarding process revamped?

The process was revamped because there was a lack of verification steps during onboarding when sellers created new accounts or updated existing ones. The aim is to ensure that all critical seller information is verified before account activation.

What role do sales and customer service teams play in the onboarding process?

The sales team is responsible for verifying critical seller information and activating accounts, while the customer service team assists with updating information and communicating with the seller if issues arise.

What happens if a seller changes critical information during the onboarding process?

If a seller changes critical information, the system sends that information to the CRM system for verification by the SAS team. They must confirm whether the information is correct before proceeding with account activation.

How long does it take for the sales team to verify a new seller account?

The sales team must verify a standard seller account within 4 hours. For key account sellers (those with high volume or revenue), the verification must be completed within 2 hours.

What is considered 'critical' information during the onboarding process?

Critical information includes account details and bank information. Non-critical information, such as contact phone numbers or names, does not require verification.

What is the process if the seller's information is incorrect during the verification?

If the seller’s information is incorrect, the SAS team will provide feedback, and the seller will be prompted to update their information through the system before proceeding.

How is the system set up to classify critical versus non-critical information?

The system automatically classifies information as either critical or non-critical based on predefined criteria. Critical information requires verification, while non-critical information can be updated automatically without further review.

How does the system notify the SAS team of new accounts that need verification?

The system sends notifications to the SAS team through the D-Talk system, alerting them that a new account is awaiting verification.

What happens after the SAS team verifies the information?

Once the SAS team verifies the information and confirms it is correct, they activate the seller's account. If the information is incorrect, they provide feedback, and the seller must update the information accordingly.