Customer Onboarding Success Plan
Your AI‑powered supplement department – without the payroll.
Dear Partner,
Welcome to Ridgeline. We're excited to help you recover the 35‑50% that adjusters leave on the table.
This document outlines exactly how we'll work together over the next 30 days to set you up for success. By the end of this onboarding process, your reps will be capturing perfect evidence packages, and your first supplements will be in progress.
Our commitment to you: We only make money when you do. Our incentive is 100% aligned with yours.
The Onboarding Philosophy
Most supplement companies take whatever documentation you give them and "try their best." That's why supplements fail. Ridgeline controls the source of the documentation. Our AI‑powered field app ensures your reps capture a complete evidence package before they leave the property. Better documentation in = stronger supplements out. This onboarding plan is designed to make that happen seamlessly.
better in → better out
Onboarding Timeline: 4 Weeks to Full Success
1 Foundation & Configuration
Goal: Set up your Ridgeline instance to match your business exactly.
| Day | Activity | Owner | Details |
|---|
| Day 1 | Welcome Call | Ridgeline Account Manager | 30‑min introduction, review goals, Q&A |
| Day 2 | Financial Configuration | You + Ridgeline | Commission formulas, margins, financial rules |
| Day 3 | Contract Templates | You | Upload 5 most‑used contract templates |
| Day 4 | Sub‑bidder Setup | You | Preferred sub‑contractors (gutters, siding, etc.) |
| Day 5 | Carrier Preferences | You | Top carriers – calibrate Carrier Intelligence Network |
Your deliverable by end of Week 1: Fully configured dashboard with your business rules, templates, and vendor list.
2 Field Team Training
Goal: Get every rep certified in capturing perfect evidence packages.
📘 The Training Session (90 min)
- The Thesis (15 min): Why 35‑50% is left, how field capture impacts supplements.
- App Walkthrough (30 min): 60‑sec lead capture, AI‑guided inspection, hard completeness gate, one‑tap contract signing.
- Live Demo (20 min): Simulated inspection.
- Q&A (25 min).
📝 The Practice Run
Each rep completes one practice inspection on a non‑live property. Our supplement team reviews every submission within 24 hours and provides direct feedback.
Your deliverable by end of Week 2: All reps certified and confident.
3 First Live Projects (Risk‑Free Pilot)
Goal: Process 3‑5 real projects to demonstrate value.
How it works
Your reps use the app on actual leads → evidence flows to our supplement team → we build and negotiate supplements. You pay nothing for these first projects.
What you'll see
Initial adjuster estimate vs. our supplement, carrier responses line‑by‑line, final recovered amount.
Success milestone: First supplement check arrives. You see the difference.
4 Review & Scale
Goal: Analyze results and prepare for full rollout.
- Performance Review Meeting (60 min): Total dollars recovered, avg recovery/job, carrier approval rates, rep metrics.
- Decisions: Revenue share percentage (based on results), workflow adjustments, full rollout.
Your deliverable: Signed partnership agreement with performance‑based pricing.
Ongoing Success: Monthly & Quarterly
📆 Monthly Performance Reviews
- • Recap: total recovered, avg recovery/job, carrier trends
- • Rep coaching based on capture quality
- • SLA health (24hr QA, 3‑day supplement, 48hr follow‑up)
📊 Quarterly Strategic Reviews
- • Business growth: adjust financial formulas as you scale
- • New trades: add sub‑bidders to automated workflow
- • Roadmap: new AI capabilities from our dev team
Roles & Responsibilities
You (Contractor)
- Sending all insurance restoration projects (no cherry‑picking)
- Ensuring reps use the app on every job
- Reviewing monthly performance reports
- Paying revenue share on recovered dollars
Your Field Reps
- Capturing complete evidence packages using Ridgeline app
- Following AI guidance during inspections
- Getting signatures on the spot
Ridgeline
- QA review within 24 hours
- Supplement build within 3 business days
- Carrier follow-up every 48 hours
- Line-item tracking on every response
- Live dashboard with real-time visibility
- Monthly performance reporting
What Success Looks Like
30 days
All reps certified, 10‑15 projects in pipeline, first recoveries hit your account
90 days
Full integration, Carrier Intelligence calibrated, predictable monthly recovery
The Most Important Rule
We only make money when you do.
No subscriptions. No flat fees. We take a percentage of what we recover – and only after you've been paid. If we don't recover money, you don't pay. Period.
Next Steps
- Schedule your Week 1 Welcome Call – [Link to calendar]
- Prepare your documents: contract templates (5 most used), sub‑bidder vendor list, top 5 carriers list
- Identify your field reps – we'll need names and emails for account setup