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1. Identify a Platform Solution to Remove Friction
Scott and his team needed to find a platform solution that would get them out of manual processes and remove friction for both customers and internal users. They found the perfect solution in OnRamp because OnRamp's customer onboarding platform offered three critical components to frictionless onboarding for their customers:
- A consistent approach to onboarding that eliminated ad-hoc, manual processes.
- Onboarding progress visibility to identify roadblocks before they become issues
- Accountability to lay out a clear. onboarding plan and keep customers on track.
2. Create Playbooks for Repeatability
Once Flosum had access to OnRamp, they hit the ground running to set up playbooks they could implement across customer onboarding projects. Playbooks in OnRamp greatly reduce the ad-hoc, manual work related with each new customer being onboarded and provide a great way to replicate tasks and projects across customers.
The Flosum team had their first playbook created within 5 days of getting into the tool, did some internal testing, and launched externally to customers in less than a month.
With the playbooks in place, their first customer completed onboarding within 3 days and the second made it through onboarding activities in just 24 hours – quite an improvement from their previous average of 48 days.
3. Automate for Self-Service and Monitoring
Building on the foundation they’ve already laid in the platform, Flosum has begun building out further automations to make the onboarding experience truly self-serve for customers. They are building out a library of cross-product playbooks for onboarding, enablement, engagement and renewals.
Automating the creation of tasks, monitoring projects in the platform in real-time, and integrating onboarding data back into their CRM allows them to easily track customer engagement – freeing up time for their team to focus on more high-value tasks aimed at adoption, renewal and expansion.