New customer implementations process
When you buy Sonder, you get access to onboarding support to help you launch successfully. We offer two levels, standard onboarding and premium onboarding, each designed to meet different organisational needs. This article explains what's included in each and how to choose.
What is onboarding?
Onboarding helps you set up Sonder, understand the core concepts, and plan how to roll it out across your organisation. The goal is to make sure you launch on time and your teams know how to use Sonder from day one.
Standard onboarding:
Standard onboarding comes with every Sonder purchase. Our standard onboarding experience will focus on ensuring all the necessary steps to launch Sonder are achieved as efficiently as possible. Here's what's included:
1. Technical setup
When you're ready to launch, an implementation manager will reach out to you. You'll have a kick-off call together where you'll go through the technical setup. This is where you ask questions and confirm what needs to be done before launch.
2. Weekly training session
You will be invited to 1x one-hour onboarding webinar for all new customers. The session covers:
- Core Sonder concepts and how they work
- Triaging and stepped care in practice
- Product overview
- Building and winning internal communications plans
The session runs for ~35 minutes of teaching, followed by 15 minutes for questions and answers. Attendance is optional but strongly recommended.
Premium onboarding
Premium onboarding is available to purchase and includes a dedicated Onboarding Manager support over a 3-month period to drive change management, helping to increase awareness, embed Sonder into your organisation, and activate engagement.
1. Technical setup
When you're ready to launch, an implementation manager will reach out to you. You'll have a kick-off call together where you'll go through the technical setup. This is where you ask questions and confirm what needs to be done before launch.
2. Tailored workshops
Your dedicated onboarding manager will run 1x private product workshop, and 1x comms workshop per customer to the project team for:
- Project management and timeline planning
- Integrating Sonder into your business lifecycle and processes
- Change management and stakeholder communication
- Building your internal communications strategy
- ROI measurement metrics
3. Enablement sessions
Your onboarding manager delivers:
- Up to 3 tailored education and training sessions for your teams/employees
- Regular check-ins and hands-on support through launch
Frequently asked questions.
Why choose premium?
Premium onboarding is worth considering if any of these describe your situation:
- You're a large organisation and need support getting all teams aligned
- Change management is a priority and you want expert guidance
- You want to measure the impact of Sonder from the start
- You're rolling out Sonder alongside other major initiatives
How long does onboarding take?
Standard onboarding typically takes 2 weeks from your kick-off call to launch. This depends on your setup, integrations and how quickly you can get stakeholders aligned internally.
What's the difference between my implementation manager and my onboarding manager?
Your implementation manager handles technical setup and gets you live. Your onboarding manager (in premium packages) focuses on change management, adoption, and embedding Sonder into your organisation. If you choose premium, you'll have both.
What if we need to delay our launch?
Let your implementation manager know as soon as you can. They'll work with you to reschedule your kick-off and training sessions. If you've committed to premium onboarding, we can adjust the timeline accordingly.