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Customer Success Teams

The customer onboarding platform for automating and organizing your customer success teams’ tasks. See how GUIDEcx can help guide your team in successfully onboarding new customers.

Customer Success Managers

Your team depends on you, and you represent your company to the world. It can be rewarding to work with customers, but it can also be frustrating when issues arise. There can be a lot of stress during onboarding.

Having worked as Customer Success Managers (CSMs) ourselves, our team knows the ins and outs of the job. Keeping your customer on track can be the most challenging part. What is the percentage of times you launch a Zoom check-in and the customer hasn’t made any progress since last week?

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 is a major contributing factor 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 actually matters: getting your customer to success.

Popular Features for Customer Success Teams

Easy
Project Access

Users can access their GUIDEcx projects however and wherever they prefer—through the web portal, email, or mobile app—with no login required.

Project and
Task Automation

Work faster by automating communication and other manual, repetitive actions like project updates, tasks, and reminders.

Absolute Client

Visibility

Reduce anxiety and increase project participation with full transparency into project status, next steps, and go-live date.

Group Task Tracking

Assign a single task to multiple people, including on your customers’ or vendors’ teams, and track when each person has completed their part for increased accountability.

Unlimited Guest Invites

Reduce the time between the purchase date and project completion by adding all the right people to the project. You only pay for administrator and project manager licenses. Everyone else is free.

Learn About All Our Product Features

Powerful, Purposeful, Seamless Integrations

Connect 1,000+ applications to GUIDEcx so you can increase automation and keep projects simple.

Why GUIDEcx Client Onboarding Software?

Reduce Anxiety, Increase Participation
Complete Control over Visibility Settings
No Login Required for Participants
Complete Tasks via Portal, Email, or Mobile App
Automate Project Updates, Tasks, and Reminders

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 customer and what they are looking for. 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––suddenly, you have 100 clients to onboard instead of 50.

If you and your team are doing great with manual processes and want to stick with it, we are in full support. 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.

Talk With A Guide Today!

Discover how GUIDEcx can help you improve efficiency by reducing your customer onboarding timeline and increasing the capacity of your project managers. Our industry-leading customer onboarding solution is supported by our unparalleled professional resources and unwavering commitment to excellence.

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