How to kill two birds with one stone — lessen the number of back-and-forth emails and yet appear all the more professional for it? By implementing a successful intake process strategy!
The benefits of paying more attention to how your potential clients submit requests and how you manage all the collected data cannot be overstated. In short, you ensure to have all the right information before starting the client project, avoid any misunderstandings about the project’s scope, and don’t waste time searching for details through conversation threads.
When combined with automated features that are available on client portals or project management tools, you basically delegate parts of your work,collecting thoroughly filled-out project requests while you sleep. Let’s talk about freeing up your schedule!
Additionally, the intake process is not only about enhancing your workflows. It’s also the first step to successful onboarding and fruitful future interactions. Wyzowl’s research reveals that when asked about onboarding, over 90% of customers feel businesses they buy from could do a better job. Why not to be in the remaining 10 percent?
If the intake process is smooth, you have all the information necessary to satisfy your clients at your disposal.
But what are the steps of a good project intake workflow? How to make sure you’re setting yourself up for success and don’t create unnecessary obstacles for your clients? Delve into our best intake process examples to find out.
3 Best Intake Process Examples
We’ve created three intake process examples for different use cases:
- SEO agency ready to audit any website to spot any areas for improvement,
- IT company that specializes in WordPress,
- freelance illustrator who creates stunning book covers.
Let’s consider each of these scenarios separately.
1. Marketing: The SEO Agency
A typical project pipeline starts with clients getting in touch for the first time. And while inquiry emails don’t always turn into deals, never neglect them, even when they don’t sound too promising at first — it’s easy to waste great opportunities like that.
According to Lead Response Study 2021 conducted by InsideSales, conversion rates are 8 times greater if a lead is contacted within the first 5 minutes. Another study ran by Harvard Study Review confirms just how crucial the first minutes are; even responding after an hour can be, in some cases, too late.
💡Remember that clients reach out to many service providers at the same time — while you may be saving an inquiry email for later, another business might be already discussing the project idea. So how can you get a head start?
Automated Welcome Message
You can set up notifications and watch your phone like a hawk, or you can make your life easier by setting up an automated welcome message.
| Hello {client_name}, Thank you for reaching out to RankVibe. We’re thrilled to be partnering with you and want to ensure we kick things off smoothly. To help us understand your needs better, please complete the form linked below — it’ll take approximately 5 to 10 minutes. {Button to the form} After you complete the form, we’ll get back to you with the project’s estimate. Don’t hesitate to reach out if you have any questions in the meantime! Jane Drake SEO Specialist at RankVibe |
💡On top of the form, you can also send a welcome package or any extra materials you deem necessary. In the case of productized services, where upfront payment is included, you can already send a contract with a legally binding signature.
Such an automated message can achieve several things:
- You ensure a rapid-quick response rate and leave no client unanswered.
- You leave a good first impression, proving you’re a true professional.
- You filter out unserious inquiries from potential paying clients; the former won’t bother filling out the form.
- You keep up the steady communication flow without much effort on your part.
- You immediately get all the necessary information to proceed to the next step.
Campaign Monitor researched that automated email campaigns generate 3.2 times more revenue than those sent manually. Yet, this is not necessarily related to the nature of automated e-mail. It’s likely due to the number of messages you’re able to send when they are automatized!
Thank-You Page
Now that the automated message with the link to the form has been sent, it’s up to the client to fill it out. And once they do, redirecting them to a thank-you page is a good, professional move.
But a thank-you page isn’t just a courtesy — it’s a good opportunity to kill several birds with one stone:
- You can inform the client of the next step, for example by saying “We’ll get back to you in the next 24 hours!”
- You can inform the client of how they can get in touch with you and when; if you use any other communication channels than email, bring it up now!
- You can send any additional materials, such as a detailed breakdown of what your clients can expect from this project,
- You can point them towards your social media or any other resources you deem valuable.
Notification
Success — the client has filled out the form describing their needs, budget, and special requests! Now, it’s in the agency’s best interest to analyze the request and get back to the client as soon as possible. But that depends on one thing — getting notified that the forms itself has been filled out.
Imagine the following scenario: a client who’s very excited to work with the SEO agency has filled out the form. The filled-out form lands in a cluttered email inbox, which is close to bursting from newsletters you forgot to unsubscribe from, invitations to marketing events, link exchange propositions, and other messages you’ll delete on the spot. In the worst case scenario, you’d accidentally delete the filled out form notification, but it’s more likely you won’t notice it unless you deal with everything else.
To make sure you won’t miss the form, set up a reliable notification system. An email message won’t be enough in many cases, but an SMS could do the trick. If you use Slack, Discord, or any other platform to do your business, you can integrate it with your survey administration software (like Google Forms) to get notifications directly on the platform.
Collecting Responses
The SEO agency ensures the collected responses are never deleted. They have already learned the hard way of how many problems can pop up when you get rid of such important information.
But they go one step further by ensuring all the filled-out forms land in one place for easy access. It can be as simple as a Google Docs folder, or you can gather responses in one big Excel sheet.
Another thing to keep in mind is the name of the filled-out form. Imagine you’re trying to find one form amid hundreds of them on your Google Drive, but they all have randomly generated names; you’ll have to check them out one by one! To avoid all that trouble, make sure the files are saved according to a sensible system.
The Next Steps
Now it’s up to the SEO agency to move the project forward, either by booking a face-to-face meeting, analyzing the project scope, or sharing estimates. The intake process part has been successfully completed!
Intake Process Template for Agency
Wanna build such an intake process in your agency? Just sign up to Zendo and follow the scheme presented in the template below.
2. The WordPress Company
In the case of a WordPress company that likes to take advantage of technology, the project intake process steps look a bit different.
First of all, the company has invested upfront in a Client Portal — a software to better manage client requests and projects, automating as much of the work as possible. It also serves as a central hub for all business operations, used by the team on a daily basis.
Service Catalog
In the case of an SEO agency, the client had to reach out via email first to get access to the project intake form. This means that the agency had to be ready at all times to reply quickly before the competition did. That’s why the WordPress company put a self-service system in place, so that the client can submit their request without waiting for anyone.
It’s possible due to a service catalog that’s a part of a client portal software. There, clients can browse through productized, subscription-based, and custom services that are being currently offered. This way, they can familiarize themselves with the exact terms and conditions, possible project scope, and adjust their expectations accordingly.
If they find something they like, they can immediately proceed to the request form, describing their needs, picking add-ons, and even going to the checkout in the case of upfront payment. They can do all that completely on their own, removing the need for any assistance.
💡This process also includes registering to the platform itself, so that clients can log in anytime to oversee the project execution, submit new project requests, or talk directly to the project manager. Note that this approach requires more engagement from the client than the SEO agency’s workflow, which is best for custom projects.
Automated Welcome Message
What happens when a client submits a new request? It appears on the platform in a chat format, creating a new communication channel between the parties. Here, you don’t have to worry about setting up an automatic follow-up; it’s part of the system, although there’s the option to further customize it or turn it off when needed.
The benefit of this approach is that it creates a sense of a steady communication flow, and the team seems easily accessible — especially when compared to email.
Rich Notifications
In this software-supported workflow, you also don’t have to worry about setting up notifications. A good project management platform or a client portal should give you a lot of options, including in-app notifications, web browser notifications, and email messages. And in this case, the notifications don’t stop on the filled-out forms but include everything that happens on the platform, from new messages and freshly joined clients to new payments and status changes.
Additional Intake Forms
While the service catalog may cover some questions that overlap with a typical intake form, you can still create more forms and make them accessible to the clients on the platform itself. The additional forms can cover more topics, be more thorough, or asked to be filled out after specific milestones.
The upside of using a client portal is that it serves as an all-in-one solution, removing the need to invest in any additional software. So instead of connecting the platform with Google Forms, you can create your intake form directly on the platform.
Intake Process Template for Productized Service Company
Aim to master intake process involving a service catalog? Sign up to Zendo, select your plan, and try to adhere to the following intake template, which is ideal for selling productized services:
3. Graphic Design: Freelancing Illustrator
The last example of a work intake process is implemented by a freelancing illustrator who has a completely different take on communication. Instead of relying on emails, sending forms, or investing in software for managing project requests, the freelancer chooses online meetings to help create strong business relationships. In this scenario, the key to success lies in hyper-personalization.
Scheduling Meetings
There’s no time to lose — booking a meeting to discuss the incoming project proposal takes priority, in case the client changes their mind. Strike the iron while it’s hot!
For that reason alone, it’s a smart move to already include the online calendar on your website (or place the link to book a meeting in the automated welcome message available in your service catalog or/and client portal). Remember though to set up a system in a way that will help you avoid scheduling mishaps:
- Double booking. Make sure your clients can’t book the same slot!
- No buffers. Avoid a situation where you have a meeting right after another meeting, with no time for a quick coffee break!
- Random times. Make it impossible for clients to book a meeting at inconvenient times or when you’re on holiday!
- No reminders. Don’t rely on your memory; set up alarms to never forget about a meeting.
- No client reminders. Clients may also forget about a meeting — sending them reminders with a note that they can always reschedule (and how!) is a great idea.
💡 Software like Paperbell can help you set up a similar system.
Setting Up Expectations
Once your client has booked a slot, they should get a confirmation email to let them know the process went through. In the same message, it’s a good idea to be upfront about what they can expect from the meeting. Here are a few things to consider mentioning:
- The tool. Everyone uses different communication tools; while you might have a preference for Microsoft Teams, someone else might prefer Zoom. This means that familiarity with your platform of choice might be low, so it’s a good practice to mention whether your client needs to download an app or make an account. This way, you can avoid simple technical issues.
- The agenda. Write down the main discussion points and the topics you will cover. This will give your client some heads up on what to prepare!
- The questions. If you have a list of general questions, either universal ones or particular to this case, you can share them in advance. Hopefully, this will limit the “we’ll circle back on that” responses during the meeting itself.
- The intake form. You can also simply share the intake form itself. Encourage the client to fill it out before the meeting — giving you more to work with — but let them know it’s not mandatory; you’ll go through the questions during the meeting anyway.
The Meeting
The meeting has come! It’s time to grill the client on all the questions that make up the intake form. That’s right — the project intake form still applies. But instead of the client filling it out for you, you’re the one doing the writing. For many clients, especially those who don’t have much time outside of meetings, it’s a relief.
But there are more benefits to this approach:
- You can immediately ask to clarify vague answers.
- There’s a lesser chance of misunderstanding your questions.
- You can dispel any doubts at once.
- Body language and tone of voice will help you better understand the client and their needs.
But most importantly, face-to-face meetings help build a connection that’s crucial in fostering longterm business relationships. It’s a way to show you care about your client’s success and therefore, make them trust you more.
💡 To make sure you don’t miss a thing, you can use transcript software to get automated notes from the meeting.
After The Meeting
Similarly to other cases, it’s important to not lose the collected information. Store them wisely in an easily accessible place and make sure the files don’t have randomized names. Now, as a freelance illustrator, you’re ready to proceed with the project itself.
Intake Process Template for Freelancing Services
Prefer to say “Hi!” to your clients via online meeting? To optimize chances for first touch this way follow the following intake template:
Streamline Your Client Intake Process with Zendo
No matter which scenario is the closest to your intended journey, in Zendo you can bring it to life. The platform offer comprehensive client portal suite, service catalog creator, intake form builder, project planning and management tools, workflow building features and much more. Choose the plan with the funcionalities you need or just start from a fully free plan to learn Zendo. Good luck!
FAQ
How do You Create an Intake Process?
A successful intake process starts with analyzing how you deal with incoming project requests. Note down things that work particularly well, or those that create bottlenecks to avoid them. See if there are any steps where your clients drop out and find out the reason why. And of course, learn from the best — download a ready-made project intake form template or an intake process flow template to see the approach of other businesses.
What Is an Intake Form?
An intake form is most often used to collect information about the client and the project they’re after. It can be combined with a project request form, but it can also work as a standalone, depending on your business. An intake form may help you determine project proposal thresholds and is just one of many steps that define your intake process, which starts with your client reaching out to you and typically finishes with starting the work on the actual project.
