For us, we break down the launch into two phases. We have a "basic" launch where we get them live and they have a templated set up to get a feel of the system. They tend to be pretty happy at this phase as value is shown immediately for us due to the industry we're in. The big Aha moment though is phase 2 which we have a week later. We analyze their usage and begin making recommendations to better use the platform. We get a great reaction to this for a few reasons.
1: We use their data and habits to customize the solution to them, it doesn't feel like one size fits all.2: We are being proactive and they're excited to see we genuinely care about their success. 3: We tend to save them a substantial amount of time/money here vs launch week so they see immediate value.
Hey James, These are fantastic insights -- I especially appreciate the proactive communication. What do you run your data through?
For data it's a bit of a combination. We tend to create reports in Athena for the ones who speak Excel and want something to take home (most of our customer base). For reviews, progress calls etc we use Quicksight to create a visual. Hope that helps!
The highest compliment I can get in onboarding is that it's "easier than expected."
For me, that means I've set clear expectations, communicated well, and anticipated any rough edges. Making sure we're asking for feedback on both the technical elements of onboarding and the general experience has been a treasure trove of improvements too! One of the most fascinating things we learned was that we were delivering "too much" for our mid-market segment. Retooling our offerings has both saved time and increased CSAT -- win/win!