Digital Onboarding

Onboard high volumes of customers quickly and efficiently

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs




Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder


Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder


Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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Onboard New Customers Digitally

Onboard high volumes of customers quickly and efficiently

Customer Journey



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Introduction to Digital Onboarding

Onboard high volumes of customers (thousands) quickly and efficiently. Scale your high volume customer onboarding program by using this SuccessBLOC to track onboarding KPIs and progress against goals, automate communications and trigger proactive action by your team, ensuring a consistent and positive new customer onboarding experience, with fewer dedicated resources.

The Digital Onboarding toolkit allows you to:

  • Monitor and visualize progress through each stage of your customer’s onboarding journey, identifying areas to improve onboarding velocity and time to value while delivering a great user experience.
  • Utilize pre-built email templates to welcome new users to your product or service and guide them through the setup process.
  • Trigger early warning notifications so your team is aware and can intervene if needed to get things back on track 
  • Gather feedback about the onboarding experience using CSAT and NPS campaigns once your customers go live.

What's Included?

goals & kpis

Measure success for the customer and success for the business

Consistently Meet Onboarding Timelines

  • Average Days in Onboarding
  • Customers Delayed in Onboarding
  • Revenue Delayed in Onboarding
  • Accounts in Onboarding by Stage
  • Recently Completed Onboarding
  • Recently Completed Onboarding

Customers are Satisfied Post-Onboarding

  • Post Onboarding CSAT Rating
  • Average CSAT Rating

Consistently Ensure Adoption, Value Delivered and Consumed

  • Adoption Usage Post Onboarding
  • License Utilization Last 7 Days
  • License Utilization Trend

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Paying Accounts
  • Accounts in Onboarding
  • Accounts delayed in Onboarding
  • Post Onboarding Accounts
  • Recently Completed onboarding
  • All Paying Users


Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Inactive Accounts
  • Delayed Onboarding


Automate your communications using campaigns to send automation emails triggered by various goals

  • Delayed Onboarding Customers
  • Monthly Value
  • Welcome New Users