Datapel Reduces Onboarding Time by 70% with GUIDEcx

PROBLEM

Manual processes differed across implementation managers.

In 2022, Datapel was looking to grow and expand, but many of the processes at the time were manual. Team members coming from different companies relied on their own method and style of onboarding. Datapel needed to streamline and standardize implementations in order to grow.

SOLUTION

Onboarding blueprint, automated reporting and workflows, and added customer visibility.

Datapel was able to build an onboarding blueprint in GUIDEcx (milestones, # of tasks, hours, resources, etc.) to keep team members aligned and focused on customer experience. In just one year, Datapel decreased customer time spent in onboarding by 70% – from 284 days to 85 days.

Using GUIDEcx helps Datapel hold customers more accountable. After giving customers visibility into project progress, deliverables, and task assignments, Datapel could confidently shift responsibility for 30-35% of tasks to customers. With more engagement, Datapel spends less time chasing customers and has increased capacity by 2x – from 4-5 projects per implementation manager to 10 projects.

The Datapel team has also seen significant time savings thanks to GUIDEcx custom reporting and integrations. Mayank Sharma, Global Head of Customer Success, was spending 4-5 hours each week building a report in spreadsheets to share with cross-functional leaders and investors. After working with the GUIDEcx professional services team, Datapel now has a report that tracks and updates key business metrics in real-time.

An additional 4-5 hours each week was spent creating new onboarding projects and activating templates once a deal closed in HubSpot. Now, this process is fully automated through Recipe Builder: GUIDEcx’s native iPaaS solution. When a deal is marked closed-won, the integration automatically spins up a new project, activates the proper template based on product SKU, and pulls info from HubSpot fields into the GUIDEcx project.

RESULTS

• 70% reduction in onboarding time
• 8-10 hours saved weekly (reporting + integrations)
• 2x increase in implementation manager capacity