Transitioning a Client to AIS

This article provides a step-by-step guide for transitioning clients from Lab Fusion to AIS, our new full-scale TPA software. The process ensures a smooth migration, clear communication, and comprehensive training to help clients adapt to the new system.

Step-by-Step Guide

1. Send an Introductory Email
   • Send the client an email (like the one below) to generate excitement about the transition to AIS.
   • Highlight the benefits of the new system, such as improved functionality, streamlined test ordering, and enhanced reporting.
   • Use the attached email template as a guide, personalizing it with the client’s name and any specific details relevant to their account.
2. Set Up the AIS Account
   • Configure the client’s AIS account with the following:
     • Account Creation: Set up the primary AIS account for the client.
     • Permissions: Assign appropriate permissions based on the client’s needs (e.g., DER, “view only” roles).
     • Subaccounts: Create necessary subaccounts.
     • Pricing: Configure pricing details as per the client’s contract.
     • Notifications: Set default notification preferences for test results, random management updates, etc.
3. Build Out Random Pool (If Applicable)
   • If the client participates in a random testing program:
     • Obtain their most recent employee roster.
     • Build the random pool in AIS, ensuring all employee data is accurately entered.
4. Schedule a Training Meeting
   • Arrange a meeting with the client, preferably in person, to introduce them to AIS.
   • Focus on the following key features:
     • Ordering Tests: Demonstrate how to place test orders, including selecting test types and scheduling.
     • Viewing Results: Show how to access and interpret test results in the AIS dashboard.
     • Notification Adjustments: Review and customize notification settings based on the client’s preferences.
     • Random Program Management (If Applicable): Walk through managing the random testing program, including:
       • Add/Delete report they will use each quarter.
       • Viewing randoms progress, sending authorization forms.
       • Employee Roster Updated button they will use each quarter.
5. Provide a Step-by-Step Walkthrough
   • During the meeting, guide the client through the AIS interface step by step.
   • Initially cover:
     • Logging into the system.
     • Navigating the dashboard.
     • Performing common tasks (e.g., ordering tests, checking results, managing rosters).
   • Focus on the following key features:
     • Ordering Tests: Demonstrate how to place test orders, including selecting test types and scheduling.
     • Viewing Results: Show how to access and interpret test results in the AIS dashboard.
     • Notification Adjustments: Review and customize notification settings based on the client’s preferences.
     • Random Program Management (If Applicable): Walk through managing the random testing program, including:
     • Address any questions and clarify how AIS differs from Lab Fusion.
6. Assist with Ordering the First Test
   • If possible, help the client place their first test order in AIS during the meeting.
   • Walk them through:
     • Selecting the test type.
     • Entering employee and specimen details.
     • Confirming and submitting the order.
   • This hands-on approach builds confidence and ensures they understand the process.
7. Follow Up and Provide Support
   • After the meeting, follow up with the client to confirm they are using AIS effectively.
     • Check in via email or phone to address any issues or questions.
     • Creating and sharing short, targeted screen-recorded videos (using a tool like Loom) to demonstrate specific tasks, such as ordering tests or managing rosters, if the client needs additional guidance.
     • Offering ongoing support to resolve any challenges and ensure a successful transition.

By following these steps, you can ensure a seamless transition for clients moving from Lab Fusion to AIS, empowering them to leverage the full capabilities of the new software.

Example Email to Client:

Hey {First Name}! 

Over the last year Fastest Labs has spent a lot of energy bringing to market a full scale Drug Testing Management software for clients like {Company}.

A few key elements are: 

• Fully eCCF drug tests, minimizing errors and maximizing speed to result
• Fully tracked random drug tests
• Easy random program management (no more excel back and forth)
• Real time MIS reports (it will know the truth at all times on what has been done and can produce a MIS report with one click for you) 

Our goal was to have a system where you can order tests anywhere in the United States and track results, update your drivers each quarter, see in real time who has done what, and have fully accurate data at all times. 

We have that now. 

The whole idea was to simplify DER’s efforts, give you better data and real time access, and have fully eCCF sites….all trying to serve you better in the long run. There are a slew of other cool things as well which we can show you. 

Would you be free to do an in person training on it sometime this week or next? We can make something work. Our office or yours – we can do a lunch and learn if you’d like! 

{Your Signature}