Order.co Cuts Churn During Implementation by 45% with GUIDEcx

Order.co is a Spend Efficiency Platform that helps businesses save time, save money, and gain clarity into their spend. Order.co eliminates manual purchasing and payment tasks and gives your team one place to purchase, approve, track, and pay for all the physical goods your business needs.

PROBLEM

Low customer engagement and high churn during implementation.

Before GUIDEcx, Order.co was using OnRamp for project management. However, “it didn’t really give clear deliverables for the team internally and particularly, customers”, explains Sarah Bergeron, VP of Customer Success at Order.co. A significant issue was the absence of robust messaging capabilities, meaning all external communication had to be handled outside the platform, leading to significant customer disengagement. Projects often remained open for extended periods, sometimes up to a year, without a clear path to completion or reliable metrics. This resulted in high churn rates during implementation, with almost half of customer cohorts in late 2021 and early 2022 dropping before realizing value.

SOLUTION

A solution that could organize, streamline, and track deliverables and communication effectively.

“GUIDEcx is a centralized place to host not only all the steps for us and the customer, but also the ability to message back and forth so we’re always in one place,” Sarah states. This unified approach eliminated the disparate tools and communication gaps that plagued Order.co’s previous process.

Decreased churn during implementation by 45%: By setting clear expectations upfront and providing a defined framework, Order.co rarely experiences customer churn during implementation. They frequently use GUIDEcx in sales demos to reassure and impress prospects.

Decreased average onboarding time by 40%: From 100+ days to 60 days.

Reduced time to first value by 66%: Order.co defines time-to-value as the period it takes for a customer to place their first order through their software. Previously, this took 30-45 days; now, it’s down to 10-14 days after kickoff. Sarah notes, “We’re seeing orders faster which is awesome because that’s telling us they’re sticky, they’re bought in, they’re going to start leveraging our solution.”

90%+ CSAT response rate: Order.co used Google Surveys for CSAT, with only a 50% response rate. With the introduction of GUIDEcx’s automated in-app CSAT tool, they have drastically increased feedback capture allowing the team to proactively address issue and report trends to executives.