They've just signed and are ready to start actualizing all the promises of your sales cycle. You're eager to get them started.
But if any of these sound familiar, you have an onboarding problem:
Low Adoption
Your customers aren't engaging with your platform very well or at all. If they're not interacting with what you sold them - they're not getting value from it.
Customers Ghost
Can't get ahold of customers for value add, service delivery, or feedback calls? They've mentally checked out and re-kindling that spark is an up-hill battle.
Limited Upsells and Referrals
Your customers might be… fine… to do this current amount of business with you. But if they have no interest in doing more business, they're just biding their time for the better option to come along.
If you're skipping past onboarding or treating it like an admin checklist, you're setting your customers - and your business - up for failure.
Did you know
90%
Could Do Better
Of customers feel the companies they buy from 'could do better' when it comes to onboarding new users/customers
63%
Sales Decision Factor
Of customers say that onboarding is an important consideration in whether they make the sales decision in the first place
88%
Loyalty Impact
Of people say they'd be more likely to stay loyal to a business that invests in onboarding content that welcomes them & educates them
Data Source: wyzowl
the Solution
Get Collab has been building onboarding processes from scratch for years. The team has the expertise and empathy to create excellence for your customers - and free up your team's bandwidth in the meantime.
Here's the secret - onboarding isn't for you - it's for your customer. It's the very first service you perform for them, and you solve the very first problem for them (how to get value out of your product) in onboarding.
If you're not thinking about it as you would your product, you're leaving revenue on the table.
How it works
01
We start with a strategy session with you to define your client or customer onboarding vision.
02
You receive a personalized audit on your onboarding program and a new, comprehensive onboarding plan for your product or service.
03
Get Collab develops and deploys the onboarding program.
04
Your customers start getting more value, faster.
Why It works
Most companies treat onboarding as a formality.
Or as some boxes to check before getting to the important things
Onboarding is the important thing.
Onboarding done well
Reduces time to value
Sets customers up to be autonomous with your platform and resources - but know where to get help when they need it
Lets customers build the habit of coming back to your company
Is repeatable and scalable
Results
29% Customer Lifespan Increase
Onboarding Revamp
A B2B software company was selling a software tool with live onboarding and high touch customer support. After revamping onboarding, the average customer lifespan improved by 29% in 1 quarter.
100% User Success
New Product Onboarding
A B2B software company launched a completely new software product with a live onboarding and high touch customer support. 100% of customers reported successfully using the tool after 30 days and achieving the results they purchased the tool for.
90% Satisfaction Rating
New Hire Onboarding
After an audit and interviews with recent new hires and hiring managers, 90% of new employees reported the new hire onboarding program fully set them up for success.
FAQ
I already have an onboarding program - why do I need this?
Most companies do have an onboarding program. The question is if it is servicing their customers well enough. If you're not asking them directly about their onboarding experience, they're not going to tell you.
But the reality is, onboarding programs are underinvested in and directly impact revenue when not done well. No customer will ever tell you they left because of onboarding or they're not referring you because of onboarding - but the reality is it's where trust is won and long relationships are established. If you're glossing over it, you're leaving revenue on the table.
How immediately will I see results?
Once the new hire onboarding program is fully implemented, you will be able to start using it and running it on day 1. We also make sure to give you actionable quick wins along the way, so you don't have to wait until the upgrades are complete to start seeing improvements.
What financial gain will I see from this?
Results vary, and specific financial outcomes are not guaranteed. We focus on excellent process to create excellent results. Engagement in services with Get Collab is not a guaranteed of specific financial outcomes.
I've spent the last 6 years working in operations at early stage startups running onboarding for new clients and new employees.
I've built onboarding programs from scratch and have learned first hand what a critical piece of the puzzle it is in finding product-market-fit. It doesn't matter how well your product solves a pain if your customer can't figure out how to use it.
That's where I come in.
Let's work together to make sure your customers get what they came to you for.