Successbloc

Onboarding

Dramatically improve the new customer onboarding journey and delight end users with a consistent, efficient experience.
Categories:

Customer Journey

Publisher:

Totango

Published on:

March 29, 2020

Last Updated:

March 29, 2020

FREE

Data Security & Privacy:

Privacy Policy

Introduction to Onboarding

The Onboarding SuccessBLOC is an end-to-end solution that enables you to manage your customer Onboardings with efficiency and ease.

A customer’s onboarding experience sets the tone for their future relationship with your brand. A positive experience can motivate them to become loyal lifetime buyers, while a negative experience can drive them to competitors. The onboarding process naturally unfolds through a series of predictable steps. By optimizing these steps, you can improve your customer’s experience with your brand and promote customer loyalty and retention. You can optimize your customer onboarding process by following best practices, imitating companies with exemplary onboarding procedures, and using key performance indicators to track your onboarding performance.

The Onboarding toolkit allows you to:

  • Standardize your onboarding experience
  • Onboard customers faster
  • Improve customer satisfaction
  • Set up customers for long-term success
  • Define the stages of any process and measure the time it takes to complete it. Use the pre-built Onboarding Status field to track your onboarding process and identify areas where it can be improved.
  • Automate onboarding tasks and trigger early warning notifications to ensure no one gets left behind. 
  • Create beautiful campaigns to automatically welcome new users to your product or service and guide them through the setup process.
  • 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 Implementation Timelines
  • Average Days in Onboarding
  • Delayed in Onboarding
  • Customers delayed in Onboarding ($)
  • Onboarding Stages
  • Customers Completed Onboarding
  • Completed Onboarding Recently
Customers Are Satisfied Post Onboarding
  • CSAT Score
  • Support Tickets During Onboarding
Consistently Ensure Adoption, Value Delivered and Consumed
  • Adoption Usage Post Onboarding
  • License Utilization % in the Last 7 Days
  • License Utilization Trend

Customer segments

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

  • All
  • Accounts in Onboarding
  • Accounts Delayed in Onboarding
  • Recently Completed Onboarding
  • Low CSAT Score
  • Users with Positive CSAT who Recently Completed Onboarding
  • Users with CSAT who Recently Completed Onboarding

successplays

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

  • Internal Hand Over and Preparation
  • Kick-Off
  • Implementation
  • Launch
  • High CSAT Score
  • Onboarding Delayed
  • Low CSAT Score

campaigns

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

  • Welcome New User
  • Post-Implementation Feedback from Key Contacts
  • Onboarding First Week - Orientation
  • Welcome New Admin
  • Monthly Value
  • Delayed Onboarding Customers

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

  • SuccessBLOC Setup Guide
  • Overview of onboarding Steps for CSMs and managers
  • Things to know before running a kick-off meeting
  • Running an effective kick-off meeting to keep the momentum going and not to fall flat
  • How to make sure customers are meeting their end of the bargain and moving the project forward
  • Using successful onboarding to drive references and advocacy

Setup your SuccessBLOCs today. Try Totango for Free.