As part of early Growth initiatives this simple onboarding pop-over links customers directly with the Customer Experience Team's calendars to drive high-touch engagement with new and renewing customers.
CEM Onboard Overview
Challenge:
Onboarding first-time users to the platform involved a serious of meetings and follow-ups which were cumbersome to schedule and coordinate. We needed an better way to engage with and schedule meetings with eager users.
Approach:Work directly with the VP Marketing to understand desired and potential volume user requests to develop a 12 month short-term solution to drive more onboarding sessions. I investigate 3rd party tools to handle CEM and CRM activities and minimize impact to product roadmap and software development.
Solution:
Use 3rd party scheduling tool with API integration for SalesForce CRM and in-use meeting tools Zoom and Go-To-Webinar to provide customers with a mechanism to book meetings directly with their CEM. Add custom triggered notifications and workflow to introduce CEM on first login, then at regular intervals for additional contact.
Outcome:
Increased direct onboarding meetings with new and existing customers after renewals by +50%. Increased direct user contact with Asia-Pacific customers. This was considered successful but highlighted need for better platform onboarding.
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