Here Louise Chaston, Customer Success Manager at Intoware explains why their customer onboarding will ensure that your digital workflow investment works at scale – in the final blog of our three-part CX series.
The ultimate aim of our customer onboarding experience (CX) at Intoware is to help our customers achieve their business goals. This starts with a thorough customer onboarding process. It helps ensure strong adoption of our digital work-instruction ‘tool’, WorkfloPlus. This in turn helps to scale your SaaS project. Which has been developed to improve process efficiency and provide ‘real-time’ data insights to accelerate business reporting in industrial settings.
Although we know that upscaling a pilot project is the obvious next step, there is a lot of evidence that shows that a successful project doesn’t always lead to a great deployment. You may no longer have a hand-picked team that is invested in success. Introducing new tech to further teams can present fresh challenges. They may fall back into old work habits to get the job done. So how can businesses ensure success and effectively scale your SaaS project?
To help keep things on track we regularly conduct business reviews that look at what’s worked, what hasn’t, and what’s been delivered. It allows us to discuss what WorkfloPlus can do better to meet their individual needs. We can help put in place a new roadmap to deliver and sustain new digital projects. This helps scale your SaaS project.
Businesses that are able to reap the benefits of digitalisation tend to have clear goals. They are not just looking at the technology itself, but what they want to achieve from it. They also recognise that digitalisation is a series of small steps with a long-term focus. This is crucial to scale your SaaS project.
WorkfloPlus integration with third party platforms
Another challenge for customers is understanding how digital workflows integrate with their existing systems. WorkfloPlus is unlikely to be the only digital ‘tool’ within their business. There’s a good chance that the work being carried out using WorkfloPlus is initiated or takes some context from information within other ‘tools’.
Built with open API’s, WorkfloPlus connects easily with third-party systems such as ERP, PRM, CRM, and asset management. This allows data to flow easily. This means asset inspections can be carried out as a workflow. When completed, the data is formatted to satisfy a required system such as IBM Maximo or SAP. This allows for documents to be easily extracted and converted to complete routine tasks.
Business health metrics
Our thorough customer onboarding process not only means knowing customers’ goals and what they expect to achieve from WorkfloPlus. It’s also about the data and onboarding metrics that we have on their behaviours or interactions. This gives us fresh insights on how to create and deliver an onboarding experience that means the most to them.
These are some of the things that we look at to make sure that you’re still on track:
- Are they using the platform as a whole?
- What is the product uptake?
- How often are customers logged on?
- How long do they stay logged on?
- How many features are they exploring and what’s most popular?
- Are they using the latest features?
We are always looking for important opportunities to connect with customers and create an experience customers expect. It is a continuous process, which is why we track and measure it. If we don’t know where we are succeeding, we risk failure. It also means we’d miss opportunities to enhance our process further still.
Knowledge base
Although we pride ourselves on our personalised onboarding approach, at the deployment stage some customers prefer the self-service option. This means they can get support when they need it. They can either request a support ticket or go to our WorkfloPlus Knowledge Base. This provides a wealth of training videos and articles so they can make the most of their digital experience with us.
But our approach remains the same, it’s always human. We take the time to get to know our customers’ issues. Understanding their end-point and working backwards from there. Customer onboarding helps to speed-up their digital journey. WorkfloPlus is constantly evolving based on their feedback. We aim to always add value, which is why we have an SLA of 98%.
The Made Smarter Review recently estimated that UK industry could achieve a 25% increase in productivity through digital adoption by 2025. The chance to capitalise on opportunities that help improve your operational efficiencies and competitiveness through the adoption of digital ‘tools’ like WorkfloPlus is one that should not be missed. It will help you scale your SaaS project.
