Onboarding

Improving Velocity

In order to spur organic and exponential growth within the product, our onboarding process must become thinner and more user-driven.

One of the core tenants of a successful SAAS business is the ability to self-configure the product. Ideally, most users should be able to register and launch the product on their own, with little-to-no intervention from Support or Onboarding.

When in doubt, follow the 80/20 rule. Around 80% of our users should come from self-signup sources. The other 20% should be enterprise and custom work.

The Onboarding team would then be responsible for answering smaller mid-process concerns from clients (such as chat questions or triaging process feedback), and engaging with larger clients to help them navigate the process at scale.

Order of Operations

Restructuring the product would have a secondary effect on creating a more logical set of steps for user onboarding. Clients would be responsible for first configuring the Data Core product, followed by activating and then implementing any supplemental products like Loyalty or Analytics.

Example onboarding flow for a new account.

In the above example, a user must go through the Core Onboarding (account, billing, etc), and Data Core Onboarding (data ingestion and optional events), before being able to activate supplementary products like analytics or loyalty.