A Tale of Two Interfaces: Built for Customers, Not Just Teams
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Most onboarding and project management tools are built with a single perspective in mind: the internal team’s.
A Tale of Two Interfaces: Built for Customers, Not Just Teams
Onboarding doesn’t succeed unless it works for both sides – your team and (more importantly) your customer. When one side is left out, communication suffers, momentum stalls, and trust erodes.
OnRamp is built, and has been built from day one, with intentional duality. That’s because customers and internal teams have fundamentally different roles, expectations, and needs when it comes to onboarding. And therefore, they need different experiences to effectively do their part.
A one-size-fits-all approach to onboarding, with a single project management interface, often leaves customers disengaged – and ultimately failing to effectively launch into and adopt your product.
Our latest release introduces explicit role types for internal and customer users, giving each side even greater clarity, control, and accountability they need to move onboarding forward, together.
What's New
With OnRamp’s new role-based assignment functionality, you can now:
Assign the right tasks to the right people
Internal or external? Sales Engineer or Customer Admin? Roles can now be set explicitly, with task restrictions, during Project creation – giving each task clear accountability for who can complete it and removing ambiguity.
Limit noise and reduce confusion
Ensure tasks and communications won’t land in the laps of the wrong people. Notifications are now role-based, so updates and emails go only to the right roles, helping avoid email fatigue and missed actions.
Drive accountability across the onboarding experience
See who’s responsible, who’s restricted, and who’s completed what – with new reporting columns like ‘Completed By’, ‘Task Type’, and ‘Assignee Restriction’ within every project.
Why it Matters
Most onboarding delays aren’t caused by the product. They’re caused by people – miscommunication, unclear ownership, and friction that causes unnecessary complexity.
OnRamp’s latest release changes that by giving teams the precision to:
- Keep projects moving forward without internal bottlenecks or blockers
- Cut down on back-and-forth coordination and reduce communication fatigue
- Strengthen customer relationships by actively making it easier for them to succeed
"It’s nice having a professionally looking customer-facing portal. We were doing this in Google Docs before. This is a step forward."
James Fleming, CLO
Building on OnRamp’s best-in-class customer portal, this update gives end users an even more purposeful experience. It’s designed specifically around their needs. With a distinct customer UI, they get the clarity, control, and confidence to engage and complete onboarding without unnecessary complexity.
This isn’t just about making things easier. It’s intentional design that proves your team is just as invested in your customer’s success as you are in your own operational efficiency.
Andrew Donsbach leads Product Marketing at OnRamp. As a leader in go-to-market strategies and product development, he is committed to bringing products and features to the market that help deliver faster value for your customers and more efficient revenue for your business.
