What is a SuccessBLOC?

SuccessBLOCs are pre-built and ready out-of-the-box templates and toolkits to help get you up and running instantly with best practices for your business. Each SuccessBLOC contains goals that guide you through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Overview Goals & KPIs Segments SuccessPlays Campaigns

The Onboarding SuccessBLOC

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

Standardize your onboarding experience
Onboard customers faster
Improve customer satisfaction
Set up customers for long-term success
Automate onboarding tasks and trigger early warning notifications to ensure no one gets left behind.
Create beautiful campaigns to automatically welcome new users and guide them through the setup process.
Gather feedback about the onboarding experience using CSAT and NPS campaigns.

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Goals & KPIs

Deliver outcomes

Created and tracked within Totango, Goals & KPI metrics provide a view into how onboarding is currently impacting customer relationships and illustrate where there is room for improvement. To help you measure success for the customer and success for your business, the Onboarding SuccessBLOC contains pre-installed goals and KPIs, including:

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

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Customer Segments

Understand your customers

The Onboarding SuccessBLOC allows you to leverage customer information to deliver a more personalized experience. Your team is able to filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success. You can segment customers by different categories, including:

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

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Successplays

Automate Onboarding plays

Informed by onboarding metrics and customer segmentation, your CS teams can then use Totango SuccessPlays to deliver messages to clients that are both relevant and timely. SuccessPlays are automatically triggered or manual workflows containing sets of tasks and actions that prompt CS managers to focus on the most meaningful activities at the right time.

Onboarding tasks that can be triggered through SuccessPlays include:

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

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Campaigns

Onboarding Email Templates & Campaigns

You can also use the Campaigns feature of the Onboarding SuccessBLOC to automate your communications and send automated emails that are triggered by various goals, such as

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

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SuccessBLOCs you might be interested in

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