TransAct is a software company working in the K-12 education market. They provide software that helps streamline processes for school offices and fine-tune functions such as field trip management, bus routing, volunteer management, facility management, and training modules. Since its founding in 1992, TransAct has grown to provide services to hundreds of schools across the United States. Their products help not only staff but ultimately impact a child’s educational experience.
PROBLEM
Complicated Onboarding Process, Not Enough Resources
Regarding business leadership, onboarding can be one of the most challenging processes. For TransAct, it meant facing a variety of challenges. They struggled to manually implement 50 new customers simultaneously without letting work fall through the cracks. They needed to see a big-picture view across all projects and analyze areas that stalled frequently. Customers are busy with work and expect to do business with a company that can keep them running smoothly and quickly. At a crossroads of hiring more staff or putting software and processes in place, TransAct began searching for a solution to allow fewer people to manage more implementations successfully.
SOLUTION
Finding Standardized Onboarding Implementation with GUIDEcx
After reviewing many options, TransAct chose GUIDEcx because of its personalized customer service. Once they had observed the GUIDEcx philosophy to work closely with their customers to improve their product, they knew they had made the right decision. Alongside the results they saw with implementing the new onboarding platform, the excellent customer experience sealed the deal.
“I cannot imagine life without GUIDEcx! It has worked out wonderfully.”
— NANCY WILSON— Implementation Manager TransAct
RESULTS
More Efficient Meetings and Amplified Communication
Starting a new process is almost always difficult, but TransAct was blown away by how easy it was to adapt to the GUIDEcx platform. Their favorite is augmented customer communication among the benefits they have seen since partnering with GUIDEcx.
They have also become more productive since adopting GUIDEcx. A single project manager can implement four times as many projects at once. The length of their meetings has decreased by 86 percent due to the platform’s capacity to let customers self-serve, attach focused training videos to specific tasks, and deliver them to the correct person at the right time. Meetings that were once taking two hours are down to 30 minutes or less. Due to this, TransAct has dramatically improved its customers’ experience while taking up less of their time.
Don’t Lose Your Customers Before They Even Get Started
Book a demo to see how GUIDEcx can transform implementations for you.
Andrew Hull is the Director of GTM at GUIDEcx, where he focuses on how modern SaaS companies design and scale customer onboarding. In his role, Andrew works closely with implementation leaders, customer success teams, and revenue operators to understand what actually drives successful implementations, and where onboarding processes tend to break down.
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