The contract is signed, and everyone is really looking forward to it. And then the question arises: What happens next? Who will be in touch with you, what do you need to prepare, and when will your app be available in the store?
That’s exactly what the Onboarding at hello again is for. It refers to the structured onboarding process—from our first meeting all the way to the finished app. You won’t go through it alone—you’ll have a dedicated point of contact by your side. In this article, we’ll walk you through all seven phases in detail. You’ll learn what happens during the four joint meetings and why the go-live is more than just clicking „Publish.“.
What does onboarding mean at hello again?
„Onboarding“ literally means "bringing someone on board." At hello again, the term describes the entire onboarding process for a new customer. It begins after the handoff from the sales team and ends with the handoff to the support and customer success team.
It’s important to make this distinction: This is about your onboarding as a business. To learn how to welcome your own customers to the app later on, check out our article on onboarding in the Loyalty App.
The goal of the onboarding process is clearly defined. The end result isn't just a finished app in the Apple App Store and on Google Play. It's also you—with the knowledge to run your app as independently as possible.
An Overview of the Timeline: 7 Phases and 4 Dates
Before we get into the details, it’s worth taking a look at the big picture. The seven phases build on one another. However, some also run in parallel, such as the technical integration and app development.
| Phase | What happens | Your post | Result |
|---|---|---|---|
| 1. Kick-off | Get to know each other, set goals, agree on a plan of action, and designate a specific point of contact | Identify Objectives and the Project Team | Joint Schedule |
| 2. Technical Preparation | Developer Accounts, APIs, Data Import, Rewards and Points Logic | Provide access, data, and decisions | Technically Ready to Go |
| 3. App Structure | The app development team builds your app | Provide feedback on the design | App Design Approved |
| 4. Dashboard and Self-Service | Introduction to Incentives, Campaigns, Push Notifications, Segments, Metrics, and AI | Have the team undergo training | You are self-employed |
| 5. Go-Live Preparation | Functional check, communication plan, team preparation, welcome bonus | Prepare Channels and Team | Go-Ahead at the Finalization Meeting |
| 6. Go-Live | Release in both stores, support, promotional materials, employee schedule | Actively Promote the App | The app is live |
| 7. Handover and Support | Structured Handoff to Support and Customer Success | Use and Continue to Develop the App | Long-Term Success |
The four joint events
After the handoff from Sales to the onboarding team, there are four set deadlines. They give the project a rhythm, so you always know what comes next.
| Date | Focus | When | Who Should Be There |
|---|---|---|---|
| 1. Kick-off | Getting to Know Each Other, Goals, Roadmap, Point of Contact | Right at the beginning | Decision-maker, Project Manager, Marketing |
| 2. Open Questions and Developer Accounts | Clarify technical questions; finalize Apple and Google accounts | During technical preparation | Project Manager, or, if applicable, IT or payment processor |
| 3. Dashboard Training | Using the Dashboard, Self-Service, AI | Once the app is ready | Everyone who will be managing content and campaigns in the future |
| 4. Success Factors and Finalization | Communication, Welcome Bonus, Go-Live Check | Shortly before the go-live | Project Manager, Marketing, Store Manager |
Phase 1: Kick-off – Getting to Know Each Other and Setting Shared Goals
Every great project starts with a genuine conversation. That’s why your onboarding begins with a personal kick-off meeting. This is where we get to know you, your company, and your customers.
The focus is on your goals. Do you want to attract more regular customers? Do you want to increase the frequency of visits? Or would you like to replace your paper stamp card? The clearer the goal, the more appropriate the rewards, points, and campaigns will be.
Together, we’ll also map out the timeline for the entire onboarding process. Afterward, you’ll know what steps are coming up and when the next meetings are scheduled. And you’ll be assigned a dedicated contact person who will guide you through the entire onboarding process.
Phase 2: Technical Requirements and Preparation
Now things are getting serious. In this phase, we’ll work together to lay the technical groundwork. It might sound like a lot of technical work, but it’s definitely doable. We’ll support you with every requirement and every interface.
Finalize Apple and Google developer accounts
To ensure your app appears in the app stores under your company name, you'll need a developer account for each platform. For Apple, this is the Apple Developer Program; for Google, it's the Google Play Console. Both accounts are registered under your company.
Setup may take some time because Apple and Google will review your business. Apple usually requires a D-U-N-S number—a globally unique identifier for businesses. So be sure to start early. During our second meeting, we’ll finalize the accounts together.
Clarify Interfaces and Integrations
An interface connects two systems so they can exchange data. For your app, the point-of-sale system is particularly important. It’s used to track purchases and credit points. hello again is compatible with nearly all point-of-sale systems.
| System | Why it's important | Typical Connection |
|---|---|---|
| Point-of-Sale System | Track purchases, earn points, and view digital receipts in the app | POS integration; for Windows-based POS systems with Internet access, there is a plugin that can be installed in about 10 minutes |
| Without health insurance integration | Get started quickly; integration can follow later | Scan your customer number at the register; receive a digital receipt via push notification in the app |
| Online Store | Include online purchases in the loyalty program | Shopify, Shopify Plus, Magento 2, Shopware, WooCommerce, or REST API |
| CRM | Consolidate customer data, nurture customer relationships | Salesforce or Customer Data Import |
| Other Systems | Automate processes, share data | API, Webhooks, OAuth 2.0, Zapier |
By the way, CRM stands for Customer Relationship Management—in other words, managing your customer relationships. An API is a programming interface that allows systems to communicate with each other automatically.
Reconcile Data Imports and Customer Data
Many companies already have customer data, such as from an existing loyalty card. Together, we'll determine whether and which data will be transferred. This also includes the question of how existing point balances will be transferred to the app.
Be sure to follow data protection guidelines. Only collect the data you really need, and obtain the necessary consent. You can find helpful information on this topic in our article on Data Protection in Loyalty Apps.
Define content, rewards, points, and campaign logic
Now let’s get to the heart of the matter: your loyalty program. How many points are awarded per euro? What rewards await your customers? And which campaigns should run automatically? We’ll answer these questions together.
| Building block | What you specify | Key Question |
|---|---|---|
| Point Logic | Points per purchase or per euro | Is the first bonus achievable in a few weeks? |
| Bonuses | Products, discounts, or experiences as rewards | What do your customers really want? |
| Welcome Bonus | A gift right after registration | Can it be redeemed immediately? |
| Automated Campaigns | Welcome message, birthday, inactivity reminder | Which events recur? |
| Contents | Texts, Images, Store Information, Special Offers | What should users see first when they open the app? |
To wrap up this phase, we'll review all the technical integrations together. Only once everything is running smoothly will we move on to the next phase.
Phase 3: Building Your App Together
Your app is developed alongside the technical infrastructure. It is built by the hello again app development team. This means you don't have to write any code or hire an agency.
We'll start with your brand, your colors, and the content you provided at the kick-off meeting. As soon as the first draft is ready, it's your turn: You'll provide feedback on the design and layout. After that, we'll finalize the app design together.
Phase 4: Dashboard and Self-Service
An app is only as good as the content it runs. That's why, in the third session, you'll learn about the hello again Dashboard. The Dashboard is your management interface in the browser. From here, you can control your app.
"Self-service" means doing it yourself: You manage your content on your own, without a ticket and without waiting. You can read more about this in the article on the Self-Service Loyalty App.
| Topic of the First Day of School | What you can do next |
|---|---|
| Bonuses | Create, edit, and adjust premiums seasonally |
| Campaigns and Push Notifications | Create campaigns and send push notifications—that is, short messages directly to smartphones |
| Customer Segments | Form groups based on similar behavior and target them specifically, such as new customers or those who have been inactive for a long time |
| Reports | Interpreting and understanding key metrics such as registrations, redemptions, and purchasing behavior |
| hello again Co-Pilot | Working with AI in the Dashboard: Ideas, Text Suggestions, and Help with Campaign Setup |
The hello again Co-Pilot: Understanding and Using AI
Many people are wary of artificial intelligence. But in everyday life, it’s mainly a helpful tool to get you started. For example, the Co-Pilot suggests campaigns for seasonal events. It provides text ideas for push notifications and helps you set up a campaign.
The decision is up to you. You know your customers, your profit margin, and your tone. The AI takes care of the initial steps—but not the final say. The goal of the training: After onboarding, you'll work as independently as possible.
Phase 5: Go-Live Preparation – Why hello again Builds More Than Just an App
Now comes the phase that will determine your app’s success. After all, just having an app in the store doesn’t make it a loyalty program. Customer loyalty only develops once your customers are aware of it, download it, and use it.
That’s why we’ll work together to prepare for the go-live—that is, the official launch of your app. During our fourth meeting, we’ll discuss the key success factors and finalize everything for the launch. The following steps are part of this process.
Finalize the app and test its key features
Before your app is released, we’ll test the most important workflows. The best way to do this is just like your customers do: using your own smartphone, right at the checkout.
| Function | What Is Tested |
|---|---|
| Registration | Does the sign-in process work smoothly on iOS and Android? |
| Earn points | Are purchases correctly recognized and credited at the register? |
| Redeem Rewards | Can the welcome bonus be redeemed right away? |
| Push Notifications | Are test messages coming through, and are the texts correct? |
| Contents | Are the opening hours, store locations, images, and text up to date? |
Planning Communications Related to the Launch
Even the best app is useless if no one knows about it. Together, we'll plan how to promote your app. The rule of thumb is: The more channels you use in combination, the faster the number of registrations will grow.
| Channel | What you actually do | Practical Tip |
|---|---|---|
| POS (Point of Sale, i.e., your point of sale) | Display stands with QR codes at the register, signs in the storefront and on tables | The welcome bonus should be prominently featured on the promotional material |
| Website | Banner on the home page, dedicated subpage with links to both stores | Place store links right next to the hours of operation |
| Social Media | Announcement before the launch, post on launch day, story with download link | Show the app in action instead of just a logo |
| Newsletter | Inform existing customers about the app and its benefits | A clear benefit in the subject line works better than „New: Our App“ |
| employees | Actively engage with customers at the register | Often the most effective channel of all |
You can find a detailed schedule for the first few weeks in our article on Communication at the Start of the Program.
Preparing Your Employees
Your team is the face of your app. When employees are familiar with the app and happy to recommend it, sign-ups increase noticeably. That’s why preparing the team is an integral part of onboarding.
Short, pre-written phrases for typical situations are helpful. They help ease your nervousness while still sounding natural.
| Situation | Here's how your team can respond |
|---|---|
| When Paying | „Do you have our app yet? You'll get a welcome gift right away.“ |
| „What's in it for me?“ | „You earn points with every purchase and receive exclusive offers.“ |
| „I don't have time right now.“ | „No problem—just scan the QR code. Signing up is quick and easy.“ |
| „What happens to my data?“ | „Your data remains with us and is used only for the loyalty program.“ |
Set the Welcome Bonus and Initial Campaigns
First impressions count. That's why we'll provide you with recommendations for your welcome bonus and your first campaigns. The figures from the DACH Loyalty Report 2026 show why this is so important.
| Findings from the DACH Loyalty Report 2026 | Germany | Austria | What this means for your start |
|---|---|---|---|
| Expect rewards that can be redeemed immediately | 80 % | 87 % | The welcome bonus should be redeemable immediately after registration |
| Would switch from a physical card to a digital solution | 73 % | 74 % | Actively offer owners of the old card the option to switch |
| Would like to receive information at least once a week | 84 % | 83 % | Plan to send regular push notifications even before you launch |
| Willing to go out of their way for a store with a loyalty program | 55 % | 56 % | Make your program highly visible at the POS and online |
A simple process has proven effective during the first few weeks after launch. It ensures that new users don't disappear after signing up.
| Time period | Campaign | Objective |
|---|---|---|
| Starting on Day 1 | Welcome Bonus Plus Automatic Welcome Message | Reward registration, encourage a first visit |
| Week 2 | Reminder Regarding the Welcome Bonus That Has Not Yet Been Redeemed | Turn Registered Users into Active Users |
| Week 3 | First promotion for everyone, such as double points on a certain day | Initiate a second visit |
| Week 4 | Initial analysis in the dashboard; create the first segments | Learning What Works |
The Finalization Meeting: Is the App Ready for Launch?
To wrap up your preparations, let's go over everything together to make sure everything is in order. This checklist will help you do that.
- The app is finished, and the design has been approved.
- Registration, earning points, and redeeming rewards have been tested.
- The welcome bonus is active and can be redeemed immediately.
- The first push notifications and automations have been set up.
- Promotional materials for point-of-sale (POS) and digital channels are included in the plan.
- Your team is familiar with the app and knows how to recommend it.
- Everyone knows who to contact after the go-live.
We won't get started until all the requirements are met. That might sound strict, but it'll save you a lot of trouble on the first day.
Phase 6: The Go-Live
The time has come: Your app is being released on the Apple App Store and the Google Play Store. Both stores review new apps before approving them. We'll guide you through this process.
You won't be on your own right from the start, either. We'll support you during the go-live and provide you with promotional materials. This will allow you to start promoting your app in stores and online right away.
For your team, you'll receive a employee guide and a handout. These provide a concise overview of how the app works and how to recommend it to customers.
Phase 7: Handover and Long-Term Support
Once the app goes live, the intensive onboarding phase comes to an end. However, we’ll continue to support your app. This is followed by a structured handoff to two teams with different responsibilities: Support and Customer Success.
"Customer Success" means exactly what it says: customer success. This team ensures that your app has a lasting impact. The support team, on the other hand, helps you with any technical questions you may have.
| Support | Customer Success | AI in the Dashboard | |
|---|---|---|---|
| What is it for? | Technical Questions, Changes, and Malfunctions | Long-Term Success, Best Practices, Further Development of the App | Ideas, Copywriting, and Campaign Planning in Everyday Life |
| Common Question | „A push notification isn't coming through—what's the problem?“ | „How do we bring inactive users back?“ | „What could I do for Mother's Day?“ |
| What You Get | Quick Help and Solutions | Recommendations for campaigns, push notifications, and new features | Suggestions you can adopt or adapt |
And then there's AI. It's not a replacement for people, but an additional resource to support you. So even after the go-live, you won't be on your own.
How long does the onboarding process take?
If the coordination process goes smoothly, it will take about four to six weeks until go-live. However, how quickly it actually happens also depends on you. The following overview shows the key factors.
| Speeds up onboarding | Does onboarding slow things down? |
|---|---|
| Developer accounts with Apple and Google are applied for early | Accounts are missing or the documents required for the audit are incomplete |
| The logo, images, and text are all ready and organized | Content is gathered only during the app's development |
| One person decides on the features and design | Long rounds of consultation involving many participants |
| The insurance partner is notified early on | The integration with the cash register will be finalized shortly before launch |
| Feedback is provided in a consolidated manner and in a timely fashion | Feedback comes in many small steps |
Common Pitfalls and How to Avoid Them
Most delays aren't caused by technical issues. They stem from coordination problems. Here are five common stumbling blocks—and how to avoid them.
| Stumbling Block | How to Spot Him | Here's how to avoid it |
|---|---|---|
| Unclear Goals | Bonuses and promotions are constantly being changed | Document the goals in writing at the kickoff meeting |
| A scoring system that's too complicated | No one on the team can explain it in a single sentence | Start small, expand later |
| Team Not Prepared | Customers are not addressed at the register | Discuss the staff schedule and handout before the start |
| No Welcome Bonus | Many downloads, but few first purchases | Set an immediately redeemable reward |
| Silence After the Start | After the first week, nothing happens in the app anymore | Plan the first four weeks of the campaign in advance |
Frequently Asked Questions About Onboarding at hello again
How long does the onboarding process take at hello again?
With a smooth coordination process, it takes about four to six weeks until go-live. This timeframe includes the kick-off, technical preparation, app development, training, and go-live preparation. You yourself have the greatest influence on the pace: by providing developer accounts early, giving quick feedback, and having content ready. The review process by Apple and Google can also extend the timeline somewhat.
Do I need separate Apple and Google developer accounts?
Yes. Your app will appear under your company name in the Apple App Store and on Google Play. To do this, you’ll need an account in the Apple Developer Program and one in the Google Play Console. Both providers will verify your company; Apple usually requires a D-U-N-S number for this. We’ll help you set everything up and finalize the accounts together during our second meeting.
Does my point-of-sale system need to be connected before the app starts?
Not necessarily. Integrating with the point-of-sale system is ideal because purchases are then automatically recognized and points are credited right away. However, you can also get started without integration: In that case, the customer number is scanned at the register and the digital receipt is sent to the app via push notification. You can set up the integration later. We’ll determine which option works best for you during the technical setup.
Who's building the app, and how much say do I have?
The app is built by the hello again app development team. So you don't have to code or hire an agency. It's based on your brand, your colors, and your content. Once an initial draft is ready, you provide feedback. Then we'll work together to finalize the design until it's just right for you.
What happens after the go-live?
After go-live, the onboarding team will hand you off to Support and Customer Success in a structured manner. Support helps with technical questions, changes, and issues. Customer Success supports you with best practices for campaigns, push notifications, and the further development of your app. In addition, the AI in the dashboard helps you with ideas and copy every day. So even after launch, you’re not on your own.
What is the hello again Co-Pilot?
The Co-Pilot is the AI assistant in the hello again Dashboard. It suggests campaigns for seasonal events and provides text ideas for push notifications. It also helps you set up campaigns. The decision about what is actually sent always remains yours. In the dashboard training, you’ll learn how to use the Co-Pilot effectively.
How much time should my team set aside for onboarding?
The hello again team handles most of the work, such as building the app and setting up the technical infrastructure. Your main responsibilities include attending the four joint meetings, making decisions about rewards and design, and providing feedback. You’ll also need to prepare your team for the launch. You’ll save the most time by designating a specific person within your organization to take full responsibility for the project.
