Is your churn rate too high? Are your team members investing too much time to welcome new clients? Is information getting lost in the process? Are you looking for ways to collaborate with customers better?

No matter the reason. If you landed here you are probably looking for ways to improve your customer onboarding experience. And you should!

In past articles we’ve talked about customer onboarding and why it’s so important.

As a refresher:

“The client onboarding process is the group of tasks undertaken in order to welcome new clients into your business. It includes addressing their questions and concerns. Ensuring they understand the services available to them and guiding them while they learn to use your product/service”.

IMPORTANT TO NOTE:

» The onboarding of a new customer is not only the knowledge sharing process. But also the exchange of relevant information such as who to reach to, how, for which topics or even payment information.

Though sometimes underestimated, the customer onboarding process is of great importance.

This one helps increase customer engagement and retention, so as to form the bases for long term relationships.

why to use a customer onboarding software

What is a Customer Onboarding Software?

“Customer onboarding software is a software that helps streamline the client or user onboarding process”.

It helps you put up in place a more efficient and effective process, employing faster and simpler working methods. It also helps you to standardize your process with automated onboarding tools.

Depending on the industry, there are different steps, requirements, and functionalities to take into account.

In B2B industries, for example, the onboarding process may include a large number of users. While the B2C may include only one. In the same way, the first one may require a more complex or structured process while the second one a more linear simple one.

Different needs will present different requirements, therefore different features and product adoption.

As far as customer onboarding software is concerned, there are a few platforms paving the way into 2022. They offer similar foundations, with small differences between all, creating more personalized processes.

5 Solutions to automate Customer Onboarding

1- Virtus Flow

It’s a no-code workflow automation solution that allows you to automate any business process, including the customer onboarding.

Features include:

    • Rule-based online form creation
    • Task automation and management
    • Document creation, delivery and storage
    • Automated workflows
    • Collaboration tools
    • Automatic audit trails
    • Customer portal
    • Automatic emails and notifications
    • eSignatures
    • Templates
    • API and custom integrations

It’s ideal for companies looking to automate not only the customer onboarding, but multiple interconnected processes. As well as companies with the target to provide a fully digital customer service experience.

Explore how to automate your Customer Onboarding in minutes!

2- Clustdoc

This solution helps users to build and run industry specific client onboarding workflows. It offers a process library where you can choose from according to industry. It simplifies the process of collecting and managing forms, documents, eSignatures and payment as part of the customer onboarding process.

Features include: 

    • Document collection
    • Digital form builder
    • Online payment
    • eSignature
    • Checklists
    • API integration

clustdoc

3- Rocketlane

It’s a project oriented client onboarding software. It helps organizations to collaborate with customers and provide visibility into goals, plans, and statuses. It allows you to create customer project templates to reuse later.

Features include:

    • Live collaboration
    • Real time conversations
    • Customer portal
    • Reporting
    • Reminders
    • Status Updates
    • Templates

rocketlane

4- ChurnZero

It helps users to automate common onboarding tasks and encourages customers to embrace your product. It helps you to track customers in the onboarding process and manage onboarding related tasks.

Features include:

    • Requirements gathering
    • Technical implementation
    • Configuration
    • Customer engagement
    • Training
    • Setting timelines
    • Tracking progress

churnzero

5- Arrows

This solution specializes entirely on customer onboarding. It allows users to create custom onboarding plans, assign tasks, create and send reminders and track progress.

Features include:

    • Personalization
    • Task management
    • Automatic reminders
    • Status updates
    • Third party integrations
    • Account updates
    • Collaboration

Arrows

Why should you use Client Onboarding Software?

Proper product usage of a client onboarding software leads to customer retention. And a customer onboarding software helps you to put in place that frictionless onboarding process reducing churn.

All this while keeping customers and your team aligned and on track!

PLEASE NOTE: You will still need to design and apply good onboarding practices to your process. The client onboarding software will be the tool that facilitates execution.

Features you want in a Customer Onboarding Software

    • Ability to guide the user step by step
    • Delivery of automatic notifications
    • Automatic triggering of events
    • Task automation
    • Ability to share training materials such as guided tours
    • Possibility to track communication exchanges
    • Quick way to reach and collaborate with the account manager
    • Document generation, delivery and storage
    • Status sharing

Many digital adoption platforms offer step by step instructions on how to use their products such as an inline manual, how to find help when they need it, and how to track their progress.

A successful platform will also provide guided product tours when required. This can be particularly helpful for medium to large-sized companies who deal with a great level of complexity.

If you still need some persuasion here are some important numbers.

Customer Onboarding Statistics

customer onboarding statistics

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Learn how to automate data gathering, delivery and storage with dynamic forms!

Onboarding Software vs Business Process Automation Software

The onboarding of a new customer is just the tip of the iceberg. As you know there are many more processes involved requiring high touch: agreement management, purchase orders, purchase fulfillment and tracking, payment requests, bank information requests, etc.

In order to provide a truly frictionless customer experience you need to automate and integrate all those processes as well.

This is why we recommend looking for ways to automate not only the customer onboarding, but all customer related processes. Integrating them under one single umbrella.

Something worth mentioning

Automating these processes helps to streamline the customer onboarding experience through digital adoption. However, customer experience involves more than that.

Customers need to know that they still have access to a real team member, even if using helpful management software. So, make sure to keep the personal touch every time possible.

The Bottom Line

In 2022, you will not get far without the right customer onboarding experience. Your new (and current) customers must feel that they matter. And they must know that their onboarding content was made just for them. They want to feel valued, and not just like another fish in the pond.

Each client’s initial knowledge base will be different. Their goals will be different. And their overall product usage will be different. These platforms take all of that into consideration by offering specialized onboarding tools for each new client.

When done correctly, these features and benefits lead to increased customer retention and success. A customer success team should be in place to help with any question or assistance needed. From user adoption to product adoption and everything in between.

Automating your Customer Onboarding is easy, budget friendly and can be done in days, not months.

Automate your processes in no time with one single no-code solution!

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