AUTOMATION OF ONBOARDING PROCESS
Rather than personally training new property managers who signed up to use our product, we wanted to automate their onboarding process. I created a quickstart guide, training guide, resources pamphlet, training video, and reformed our internal process.
PROBLEM
Our client success team spent too much time personally training newly onboarded clients. Our goal was to automate the onboarding process so our client success managers would have more time to respond to urgent requests and proactively reach out to their book of business.
RESTRUCTURING THE PROCESS
To automate onboarding, our entire internal process needed an overhaul
Our old process had the sales rep send the client an email with our CS team's round robin training link. The client would use the link to schedule a training session with their assigned CSM. The CSM would then spend 30-60 minutes training the client through a screenshare session.
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The new process uses Salesforce triggers and tasks to assign CSMs and send email templates that contain several training materials. This new process frees up 3-10 hours a week per CSM previously spent training new clients.
TRAINING MATERIALS
For new clients to be able to train themselves, I created an email template that includes several training resources. These resources include a 5-step quickstart guide, an in-depth training guide, a manager resources pamphlet, and a recorded training video. Once the CSM is notified they were assigned a new client, they can send the preloaded template from Salesforce.