What is the best way for Customer Success to know what happened during onboarding? Attend every call? Frequent internal meetings to review progress? No, and no. To get an accurate health score, deploy the right playbooks, and truly deliver successful outcomes to customers, they need digital assistance that starts with GUIDEcx. Our purpose-built onboarding software handles the first and most crucial touchpoint for every new customer: onboarding.
With GUIDEcx, Customer Success Managers can increase their bandwidth by viewing progress and engaging new customers in real-time via the mobile or web app communication feed. GUIDEcx can also send relevant data to their platform of choice to be sure they know customer sentiment, speed of adoption, risk, and time to value forecasting for each customer, a complete health score, and a digital assistant for every customer and Customer Success Manager.
Customer Success Team Roles We Help GUIDE In Customer Onboarding
CS Team Leaders
Choosing where to focus your limited energy and focus as head of the Customer Success team is one of the most challenging parts of the job. We’ve found that a lack of visibility significantly contributes to stress. In particular, this is true during the onboarding and project phases of a customer relationship.
Customer Success Ops
It is your job to ensure that the processes are tight, the data is accurate, and the team is ready for anything that may arise. But to date, there’s been no good tool to get your onboarding right until now. GUIDEcx is a customer onboarding platform built for Customer Success Teams like yours that automates and organizes the busywork emails, check-ins, and reminders so you can focus on what matters: getting your customer to success.
GUIDEcx Customer Onboarding Features For Customer Success Teams
Our platform includes powerful tools and features designed specifically to support customer onboarding.
Clients can access the project via an email link, web portal, or mobile app with a simple click — no login required. They can quickly see if they have tasks to complete, view the overall status of their project, and see real-time progress notifications and end-date updates.
GUIDEcx increases customer transparency by allowing them to see the entire project and understand how their tasks fit in. Our Compass Experience gives users a clear, easy-to-read dashboard that shows them the essential details of their project and responsibilities without inundating them with unnecessary information.
Challenges We Solve For Customer Success Teams
CSMs can enhance the customer onboarding experience, drive successful implementation, and foster long-term customer satisfaction and retention.
Understanding Customer Needs and Expectations:
Each customer has unique requirements and expectations. It is crucial for the CSM to thoroughly understand the customer’s goals, pain points, and desired outcomes. This involves effective communication, active listening, and asking the right questions to gather relevant information. Failing to grasp the customer’s needs can lead to misalignment and dissatisfaction during onboarding.
Onboarding and implementation often require coordination across multiple internal teams, such as sales, product, engineering, and support. The CSM is central in facilitating collaboration and ensuring smooth handoffs between teams. This involves effective communication, clear expectations, and establishing streamlined processes to avoid delays or miscommunication.
Onboarding new customers while managing existing customer portfolios can be challenging for CSMs. They must allocate their time and resources efficiently to provide personalized support and guidance to each new customer. It is essential to prioritize tasks, delegate where possible, and leverage automation or self-service resources to optimize productivity and maintain a high level of service.
Ways Customer Success Teams Can Improve Client Onboarding
There’s nothing worse than not understanding an implementation. Raise your hand if you’ve felt left out of what’s happening. We’ve all been through it. Visibility and transparency are key to getting everyone on the same page and ensuring they are informed about what’s happening.
Your first step is looping in and inviting all the key points of contact to the project. Projects with more people (and the right people) involved have a better chance of completing on time and easily. Besides your customer success team, consider adding your sales team to the project. They are vested in ensuring what they sell is delivered successfully. They can also provide valuable insight into your new customers and what they seek. Including a technical expert will help you respond faster to issues that might come up during the implementation.
You should include the onboarding team and end users on the customer side. But also include those responsible for purchasing the product and third-party vendors. You want to make sure that everyone has an understanding of the new product or service.
Now that you have all the right people at the table, the next step is transparent communication so no one gets left out. Everyone on your project should be able to see the status and get updates whenever and however they want. This can be through a portal, email, or mobile app. If customers can access the project however they prefer, engagement and retention will increase.
This kind of transparency means no one is accidentally left off a meeting invite, deleted from an email chain, or kept out of an important conversation. When the right people know what’s happening, work gets done faster and better. Confusion and miscommunications will be eliminated, and overall customer satisfaction with your product and process will increase.
Your clients might not understand exactly how tasks impact each other. You should outline your project timeline and milestones. Then, you can identify what tasks can’t be started until the previous tasks are completed. When one task relies on another, we call these “dependencies.” If these are identified (color coding, underlining, bolding, etc.), you can also organize your emails/reminders that rely on the dependencies.
We also recommend creating dependencies for different tiers of the project. This is especially useful for larger projects with multiple steps in different buckets. Once you complete a milestone, you can easily see the next phase of your onboarding process. This keeps everything clean and organized.
This next step is important: Work together with your customer to identify risks. For example, key team members are going on vacation. When you identify these, you can set realistic expectations about how that might change the delivery timeline. Always give yourself extra room. If something changes a task’s anticipated completion date, don’t forget to update the dependent timelines and delivery dates.
Manual processes create unnecessary work and slow you down. These can include drafting emails, updating spreadsheets, and making endless follow-up phone calls. A long implementation process means customers wait longer before they can use your product or service. If they wait too long, they might leave and never return.
Manual onboarding processes also make it difficult for you to take on more customers and tackle more complex implementations. Let’s say you have a team of 5 people who can onboard ten clients monthly. That’s fine until your sales team has a banner month––and suddenly, you have 100 clients to onboard instead of 50.
We are in full support if you and your team are doing great with manual processes and want to stick with them. If it ever feels like things could slip through the cracks, it might be time for a client onboarding solution. Here’s G2’s list of top client onboarding software. With some of them, you can also turn your implementation plan into a template, making it the ultimate repeatable process. This saves a lot of time while still giving you the flexibility to customize the plan for each client.
The software can automate these processes so that you can shorten and improve your client onboarding. If you can cut ten days off your onboarding timeline, each customer success team member can onboard more clients monthly. And they’re getting your customers to value faster, too. It’s a win-win.
Don’t Take Our Word For It. Hear From Our Customers
GUIDEcx offers robust integrations with over 1,000 applications, allowing you to increase automation and simplify project management. Seamlessly connect your existing tools and systems to GUIDEcx, enabling efficient data exchange and reducing customer manual efforts.
GUIDEcx is Leading the Client Onboarding Software Category
Discover how GUIDEcx can help you improve efficiency by reducing your customer onboarding timeline and increasing the capacity of your project managers. Our unparalleled professional resources and unwavering commitment to excellence support our industry-leading customer onboarding solution.
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