Launch like a Pro
What is the first thing you do after a kickoff call?
Send follow up email with resources, update Notes in Salesforce
Why is urgency important during onboarding?
Customers who start quickly are more likely to launch successfully, and sooner !
"I don't have time."
Answers may vary.
Break implementation into small tasks and schedule the next step together.
A customer hasn't logged in for two weeks.
Reach out, check in, and encourage completion of the next onboarding task.
Name four things providers can do in Brightwheel.
Examples:
Why is it important to establish an implementation timeline during onboarding?
It creates accountability, sets expectations, and keeps the customer moving toward launch.
Complete the sentence:
"The longer implementation waits..."
"...the harder it becomes to get started."
"I'll do it myself, when I have time ."
Answers may vary.
Offer guidance and explain how partnering together saves time.
A customer completed one task but stopped.
Celebrate the progress and guide them toward the next milestone.
Who are the primary users of Brightwheel?
Admin, Teachers, Parents or families
Name two things every customer should complete on their first kickoff call?
Examples:
Instead of saying, "Whenever you're ready," what is a better coaching statement?
"Let's pick a date this week to complete your next step."
"We're waiting until next school year."
Answers may vary.
Explain the advantages of preparing early to avoid last-minute stress.
A customer says they forgot about onboarding.
Re-engage them positively and help create a new implementation plan. Smarter tasks with more frequent checkins to keep momentum going.
Why is inviting families important before launch?
Families can begin receiving communication and using the platform immediately.
Why should implementation tasks be broken into smaller steps?
Small wins make onboarding feel manageable and increase completion rates.
Name three benefit customers experience when they launch sooner.
Some Examples:
"My staff won't like change."
Answers may vary.
Highlight how Brightwheel simplifies daily work and benefits staff.
A customer says, "We'll get to it eventually."
Explain the benefits of launching sooner and ask for a commitment date.
What feature helps programs collect tuition electronically?
Billing
What separates great onboarding specialists from good ones?
They proactively guide customers, create accountability, anticipate obstacles, and consistently drive customers toward successful implementation.
A customer wants to wait three months before launching because they're busy. What should you say?
Answers may vary.
Empathize with their schedule, explain the value of making small progress now, and help them commit to one manageable next step.
"We're using another system."
Answers may vary.
Ask about their current workflow and explain how Brightwheel can improve efficiency while planning a smooth transition.
"Parents like the way they pay me, through venmo"
point out the benefits of automated billing through brightwheel, reminders that go out and the end of the year tax forms
A customer has completed only 20% of their implementation after four weeks. What three actions should you take to help get them back on track?
Answer:
This game encourages participants to practice the same coaching techniques they'll use with customers while reinforcing Brightwheel onboarding best practices in a fun, collaborative way.