Facility: Pet Parent Onboarding

Our Pet Parent Onboarding tool lets you build a customized onboarding experience for your clients. This tool helps guide your new clients as they create their accounts and complete the information that is important to your business. When the options below are enabled, new pet parents will be directed to complete all of their information as they are activating their account for the very first time.


Settings

Pet Parent Onboarding can be configured in the Settings > Client Settings > Portal Settings > "Pet Parent Onboarding" header section of your Time To Pet account.

Create Password - This is a required field, as all pet parents need a password. Clients are prompted to create their passwords during this step.

Sign Agreement - If you have Client Agreements enabled, your clients are prompted to review and e-sign any required agreements your business has created.

Update Info - This step prompts your clients to review and update the client fields you have enabled. This information normally includes contact information, address information, etc.

Add Pet - This step prompts your clients to add pets and update pet information. Clients can add multiple pets during this step.

Payment Method - This step prompts your clients to add or update a payment method. Clients will be able to add either a credit card or ACH payment method.

Welcome - This final step allows you to create a custom “Welcome Message” that is shown to your clients at the end of the Pet Parent Onboarding tool. A link to download the Time To Pet Client App is also included here.


Pet Parent Experience

Based on your settings from above, your clients will have a unique, custom experience when they activate their new pet parent accounts with your business. Below is an example flow for a business.

Create Password

When a new pet parent client is activating their account, they are first prompted to create their password. This is a required field, as all pet parents need a password.

screenshot of pet parent onboarding create password form

Sign Agreement

If your business has any Client Agreements enabled, your pet parent will be prompted to review and sign the agreement or agreements.

Time To Pet will show your pet parent a summary of the agreement or agreements they have signed before moving on to the next step.

Update Info

This step will prompt your new pet parent client to review and update all of the information fields you have completed for them.

screenshot of pet parent onboarding process update info form

If a pet parent has completed all of their information, they can complete this step. Some pet parents may not have time to complete all of the fields immediately. If they do not have time, we allow them to save their progress and finish later. 

screenshot of pet parent onboarding process save and mark as done and save and finish later buttons

If they have selected Save and Finish Later, they will be shown this message.

screenshot of pet parent onboarding process skip this page pop up window

Add Pet

In this step, your pet parent client is prompted to add a pet (or pets) and update the information for their pets.

screenshot of pet parent onboarding process add pet form

Similar to the Update Info step, If a pet parent has completed all of their information, they can complete this step. Some pet parents may not have time to complete all of the fields immediately. If they do not have time, we allow them to save their progress and finish later.

screenshot of pet parent onboarding process mark as done and save and finish later buttons


If they have selected Save and Finish Later, they will be shown this message:

screenshot of pet parent onboarding process skip this page pop up window

Payment Method

If you have selected the Payment Method option, Time To Pet will prompt your pet parent to add a payment method in this step. Depending on your company's settings, clients will be able to enter either ACH or credit card details.

screenshot of pet parent onboarding process payment method input fields

Your client can also view and manage payment methods from this view:

screenshot of pet parent onboarding process payment method input fields with uploaded payment method

Welcome Page

Lastly, your pet parent client will be shown the custom welcome message you have created for them. We also include links for the pet parent to download the Time To Pet client app if they choose to do so.

Skipped Steps

If a pet parent has skipped any steps, they will be shown a notification on their Portal Home Page to complete these steps.

screenshot of client portal home page with incomplete label next to my info and pets sections


Viewing A Pet Parent's Onboarding Progress

To view where exactly a pet parent is in the Pet Parent Onboarding process or to see what they are missing, click directly on the "Awaiting Activation" or "Onboarding In Progress" tags to view those details. These tags are found on a client's profile, just below the Balance section: 

screenshot of client profile page with a red arrow pointing at onboarding in progress tag

A new window will appear and show the steps the client has taken or has yet to take. If the client has bypassed any sections, they will be shown here. If the client is missing any details, they can be identified here, as well: 

screenshot of onboarding in progress activation status pop up window

If a new client has set a password and signed the required agreements, an admin is also able to mark the Onboarding as complete manually.

screenshot of onboarding in progress activation status pop up window

Please Note: Once a client's onboarding status has been manually marked as complete, this action is not reversible.

Any Onboarding steps that were "skipped" will be indicated in the activation status window as "Skipped By Company".

screenshot of onboarding in progress activation status pop up window with steps shown as skipped

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