You can see an example of a typical onboarding process below. This can, of course, be customised to suit your use case as we learn more about your platform and the setup steps.

First welcome call
​Held on the same day the customer goes live – the purpose is to ensure the user can log in without issue, and knows how to navigate around the platform.
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Also on this call, we will share the methods the user can get in touch with support via and agree when next to contact the user (suggest 7 days via email and 14 days by phone).
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​7 days post go-live
​Follow-up email to ensure the customer is using your platform without issues and if they have any questions or queries.
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Offering video call check ins ensures all users are happy with all questions are answered. We also use this time to share some ‘tips and tricks’ in the form of knowledgebase articles or videos.
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​2 weeks post go-live
​Call to follow up on the 7-day email and to discuss usage data we have ( i.e. the number of logins, actions performed)
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Ensuring your customers remain satisfied and continue to see the benefits of using your platform after they've been onboarded is equally important - we know exactly the right times to contact your customers to maintain high levels of engagement.
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By utilising platform metrics we can identify key points and thresholds that require an outreach to your end-users, with nearly 83% of companies running on pure SaaS by the end of 2023 it's now more vital than ever to delight your customer base and ensure you remain one step ahead of any potential reduction in end-user satisfaction.
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​Handover to BAU/Support
‍Once the onboarding process has been completed we handover the customer to business-as-usual support, ensuring they have all of the information they need to request support should they need it.
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We can also survey the user(s) to ensure their onboarding experience was exceptional.