How Flosum Accelerated Customer Onboarding by 70% with OnRamp
Scott Carruth, VP of Customer Success at Flosum, shares how he streamlined internal workflows to deliver a faster, more customer-centric onboarding experience.
What you'll learn:
How to move from manual, resource-intensive onboarding processes to an automated, scalable approach
How to build and implement onboarding playbooks to free up valuable CS time to focus on adoption, expansion and renewals
How integration of onboarding activities with your CRM allows for faster onboarding kick-off to capture customers before excitement fizzles
What you'll need:
A digital customer onboarding platform (like OnRamp)
A CRM system (like Salesforce or Hubspot)
A SaaS platform with customers to be onboarded (like you!)
Research shows onboarding friction is the #1 reason for delayed customer adoption.
Intuitive Onboarding: Guiding Customers and Teams to Success at Every Step
Create experiences customers actually want to engage in, with proactive, step-by-step direction that reduces work and builds trust and partnerships.
The Challenge
How do you scale onboarding in a way that is easy to execute for customers to drive adoption and reduce churn right from the start?
When Scott Carruth joined Flosum as their VP of Customer Success, he was faced with an age-old challenge: scale the company’s onboarding processes to maintain customer engagement and retention without adding expensive headcount. And while he understood the need to better organize and implement the 200+ annual implementations across his 6-person team, he was faced with a few challenges:
Onboarding was taking an average of 48 days, missing their 30-day onboarding target
Critical implementation steps were getting delayed due to onboarding friction and other priorities
Lack of visibility into customer progress led to wasted time before issues were identified, escalated and resolved
Customers lacked the clarity they needed on next steps due to no structured accountability
“Leadership was pushing that we needed to scale with what we had – driving value more quickly for customers while optimizing costs and focusing on retention and expansion metrics. Looking at the entire customer journey, we started at the beginning - onboarding - the most critical stage.”
Scott Carruth, VP Customer Success at Flosum
The Hypothesis
The Flosum team believed that if they could move beyond their manual processes and implement a more automated approach to onboarding, they could deliver value to their customers more quickly, win champions early – and ultimately increase their adoption and retention. In order to do this, they needed to:
Move their processes from Excel, email and one-off customer interactions into a platform-based tool with a customer-facing portal
Free up time for team members to focus on higher-value tasks geared towards retention and expansion
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.
“OnRamp has completely transformed how we onboard customers. What once took weeks of manual effort is now automated, simple, and scalable freeing up my team’s time for value-based engagements.”
The Impact
With OnRamp, Flosum transformed their onboarding from a bottleneck into a competitive advantage. With configurable automation, structured workflows, and real-time visibility, Flosum can onboard customer more effectively, leading to:
70% reduction in onboarding time, providing value to end customers more quickly
7 active, repeatable playbooks to eliminate manual work across products
6 happy, more effective CS team members focused on high-value work
Ready to see what’s possible?
We’d love 30 minutes to show how to get your customers to their value destination faster.
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