Introduction
A successful onboarding experience depends on guiding customers through key tasks that help them get set up and start realizing value. By automating onboarding tasks with structured Success Plans and timely reminders, your team can ensure a consistent and proactive approach, keeping customers on track without manual intervention. This article will show you how to automate onboarding tasks in Gainsight, creating a seamless experience that sets customers up for success from day one.
Step 1: Set Up Success Plans with Essential Onboarding Tasks
Success Plans provide a structured way to guide customers through their onboarding journey, ensuring they complete the foundational steps needed to use your product effectively.
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Define Key Onboarding Tasks: Start by identifying the essential tasks for onboarding, such as account setup, initial product training, and configuration. Organize these tasks in Success Plans, with each task representing a step toward complete onboarding.
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Assign Task Milestones: For each task, set specific milestones that indicate successful completion. For example, a milestone might be "completed account setup" or "attended onboarding webinar." Milestones provide clear checkpoints, helping customers see their progress and keeping the process organized.
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Prioritize Tasks by Impact: Prioritize tasks based on their importance to customer success. For instance, tasks like product setup and initial training should be completed early, while advanced feature exploration can be scheduled for later stages.
Step 2: Automate Reminders for Incomplete Tasks
Timely reminders help ensure that customers stay engaged with the onboarding process and complete tasks on schedule.
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Set Up Automated Task Reminders: Use Rules Engine to automate reminders for customers who haven’t completed essential onboarding tasks within a specific timeframe. For example, if a customer hasn’t finished account setup after a week, send a reminder email with guidance on completing the task.
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Trigger Follow-Up Reminders for High-Priority Tasks: For critical tasks like initial training, set up additional reminders if the first notification goes unanswered. These follow-ups keep customers moving forward and reinforce the importance of timely engagement.
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Escalate to CSMs When Tasks Remain Incomplete: If customers consistently miss high-priority onboarding tasks, set up a CTA for the CSM to reach out and offer assistance. This ensures that customers receive the support they need if they encounter challenges.
Step 3: Monitor Task Completion and Refine Success Plans
Ongoing monitoring of task completion helps you identify any bottlenecks in the onboarding process and adjust Success Plans as needed.
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Track Progress with Dashboards: Use Dashboards to monitor the completion rate of onboarding tasks across all accounts. Identify common pain points or tasks that customers struggle to complete, allowing you to refine Success Plans accordingly.
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Gather Feedback on Task Relevance: Collect feedback from customers and CSMs to understand how relevant and effective each onboarding task is. Use Surveys to gather insights directly from customers on their onboarding experience, helping you identify tasks that may need clarification or additional resources.
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Adjust Milestones and Reminders Based on Insights: Refine your Success Plans and task reminders based on customer progress data and feedback. If specific tasks frequently delay onboarding, consider adding more guidance or breaking the tasks into smaller steps for easier completion.
Next Steps for Success
With automated onboarding tasks and reminders in place, your team can maintain consistent customer engagement and proactively support customers through each onboarding milestone. Regularly monitor progress and refine Success Plans to ensure that onboarding remains smooth, relevant, and impactful.
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