Customer : Recruitment SaaS
Scenario
- A recruitment SaaS company, was facing issues with high employee turnover in their customer implementation and onboarding teams causing loss of customer knowledge and a frustrating customer experience.
Challenges
- The onboarding was a two-step process - tool implementation followed by user onboarding - via trainings and go-live hand-holding & support.
- The employee turnover needed frequent redeployment and re-training resulting in inefficient execution and high operating costs.
- The process was offline, which also contributed to the development of knowledge silos which made remediation difficult.
- Customers were getting blindsided by the frequent churn, and this resulted in poor experience.
Data Points
- The onboarding took an avg of 4-6 weeks
- Poor customer experience which manifested in low customer CSAT of approx. 41% Satisfied or Very Satisfied.
Solution
-
Deployment of an integrated onboarding playbook
- A playbook spanning both implementation and onboarding tasks was deployed with sequential dependencies (between teams) outlined.
- The playbooks contain explanatory information needed for the tasks including training videos to assist with rapid ramp-up.
- Inclusion of important approval & sign-offs emails to assist with clarity
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Centralized view of the onboarding process
- 360* visibility of TAT of the process for all stakeholders.
- Quick identification of customers that are running behind schedule
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Increased operational efficiency
- Transparency of status and inclusion of supplementary information prompt rapid ramp-ups and efficient transitions/hand-overs, resulting in reduced turnaround times and reduced resource dependency.
Results
- Reduced onboarding timeframes by approx. 35%.
- Improved post onboarding CSAT Survey score by 27%.
