The Key to Successful SaaS Onboarding: Keep It Simple, Focused, and Aligned
By Todd White
Jul 27, 2021
Piecing together the winning formula for SaaS onboarding

When your customer success team onboards a new SaaS customer, your onboarding process needs to be simple, focused, and scalable for long-term use. 

Customer success teams can reduce churn by 67 percent if companies can solve customer issues during the first customer support interaction. We’ve found that by facilitating a project management system, your customer will come to rely on this partnership for long-term success. This is if that project management system streamlines task management and effectively organizes your team’s time and resources. Here’s what we mean. 

 

Keep It Simple

The whole premise behind the SaaS industry is to implement solutions that encourage quick adoption. The SaaS onboarding process must reflect that desired pace. The sooner clients see value in what your organization is offering, the better your chances are of reducing customer churn. 

For instance, rather than using emails or time-consuming meetings to keep stakeholders informed, use a centralized dashboard that provides a snapshot of tasks, project status, stakeholders and team tasks, and anticipated completion dates. Better visibility makes it easier to gain a quick overview of progress and builds trust in knowing tasks are being completed. 

GuideCX project overview; timeline, summary, contact

Keep It Focused

SaaS companies operate with the end goal in mind by (1) establishing a completion date and (2) tracking progress from that point. They want to see results and they want to see them fast. It’s one of the reasons your customer success team is essential in maintaining customer satisfaction, keeping the project moving forward, staying aligned with the client’s goals, keeping teams and stakeholders informed of progress, and creating a positive user experience.

Effective project managers understand that accurate project visibility means more than just assigning tasks. It’s about knowing how long it takes to achieve each task, then comparing times among other tasks within the project. This customer-centric approach to project management enables your customer success team to track internal analytics on what accelerates and delays projects. 

“We know that churn is on your mind,” says Harris Clarke, COO of GuideCX, to B2B organizations. “Making sure that your customers are genuinely happy means less churn. This system helps you show the value of your delivery.”

Marketing experts say that 93 percent of marketers view interactive content as an effective strategy for educating customers. One of the advantages of using a central automated platform to track and update individual tasks is that users can effortlessly add comments, links to documents, and direct questions to specific team members.

Backed with automated capabilities, stakeholders and internal team members can control weekly status updates, task assignments, and task reminders while monitoring due dates. Through interactive capabilities, users know exactly when they can expect a milestone task to be complete, and they know how much time and resources were spent completing specific tasks. 

 

Keep It Aligned

Although the GuideCX team enjoys spending time navigating our automated system, we also realize that our clients have their own job responsibilities. What may be second nature for you to manage may require a learning curve for your new client. For some new clients, that is time they can’t afford to spend trying to figure out a new project management system. 

“Your customer is totally new to your business environment. The product you sell to them has its own minimum required time that is needed for a customer to become accustomed to it,” explains Shoeb Ahmed at SmartKarrot. “Your customer might be already busy with their regular work life. And it takes their special consideration for your product to blend it naturally in their daily workflow.”

With GuideCX, simplicity is vital. There’s no login required to use the system. Tasks can be updated via email, text, mobile phone, or desktop. Project managers can copy templates for past projects, and stakeholders can be contacted via email or text from the platform. 

GuideCX task assignment email

Once your new client gets accustomed to the intuitive and convenient interface, it’ll be hard to use anything else. Studies show that 86 percent of people feel loyal to a business that invests in SaaS onboarding content. And that is the foundation for—say it with me—a positive user experience. 

For GuideCX, it isn’t just about streamlined services and fine-tuned features. Instead, it’s about providing a system that creates a memorable customer experience that keeps project management simple, interactive, effective, and focused on what matters most: the customer.

Todd White

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