How I help / Run & grow it
Customer onboarding. Welcoming and careful, at the same time.
I design the processes that take a new customer from “yes” to up and running, including the checks you need before you do business together. Done well, good customers glide through, risks get proper attention and nobody asks for the same document twice.
Experience in customer onboarding and customer vetting processes
Customer onboarding, at a glance.
What it covers
Collecting information, carrying out checks, approving the customer and setting them up in your systems, in a sensible order.
Why it matters
First impressions count. A slow, repetitive onboarding loses goodwill, while a careless one lets the wrong risks through.
How I work
Follow real cases, agree which checks apply to whom, give each step an owner and make the status visible.
Clear records
Decisions, evidence and exceptions recorded consistently, so you can explain later why a customer was accepted.
Where onboarding slows down.
Onboarding a customer usually involves several teams: sales, finance, legal or compliance, operations and support. Each one needs something, and the customer feels every handoff.
Vetting adds another layer. Checks on identity, ownership, credit or suitability have to be done properly, but they should also be proportionate, so a low-risk customer is not treated like a high-risk one.
The same questions, asked twice
Collect information once and reuse it, instead of every team sending its own form.
Checks with no clear owner
Each check needs an owner, a standard and a deadline, with a route for cases that do not fit.
Nobody knows the status
A visible stage for every new customer, so sales can answer “where are we?” without chasing.
How I design it.
Map recent cases
Follow a few real customers from agreement to first use. Note every request, check, wait and system.
Agree the checks
Decide which checks apply to which customers and who approves exceptions. Where regulation applies, your compliance or legal advisers own the requirements; I design the process that meets them.
Build the route
Forms, workflows, CRM steps or a small tool, so information is collected once and progress is visible.
Train and improve
Introduce the process, hand it to an owner and refine it as real cases reveal gaps.
Experience from both sides of the desk.
I have experience of customer onboarding and customer vetting processes. At Vodafone Business, I also designed and streamlined the sales operations onboarding process in IoT, which was later adopted more widely, and coordinated the review and approval process for complex global enterprise deals.
Earlier, in customer service and sales roles at Emirates and Ryanair, I saw what a process looks like from the customer’s side.
A sensible first step.
One onboarding route is a good fit for focused discovery: up to four of my working days, ending with a problem statement and solution plan, plus a clickable demo when that helps.
If onboarding spans several business units, countries or systems, a complex systems assessment is the better first step. Current prices are under Engagements & pricing.
Focused discovery and assessmentsA useful next step
How long does it take to welcome a new customer?
Walk me through what happens after a customer says yes. Keep confidential details for later; the first 30-minute conversation is free.
You’ll speak directly with me about the problem, the fit and a sensible next step.
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hello@richardzoltantoth.com
Online meetings worldwide.
No VAT added — I’m not VAT registered.
View the full engagement terms.