You made the investment into the SaaS product and the vendor is providing you with onboarding support. The next crucial step is making it work for you!
As a customer, your success hinges on active participation and clear communication throughout the onboarding process. It's not just what the vendor does, but what you, as the customer, bring to the table. Open and honest communication is essential for a successful partnership.
Clarity is key. Don't simply accept the vendor's proposed timeline; ensure it aligns perfectly with your business needs. Ask for a detailed, sahred onboarding plan outlining milestones, deliverables (if any) and potential roadblocks. Your initial resource allocation is crucial! Onboarding requires time and effort from your team, so be realistic.
A strong partnership with your vendor will get you far. Pay close attention to how well the CSM understands your business.
A generic SUCCESS PLAN (!!!) simply won't cut it. Your plan should be customised, clearly mapping your specific KPIs to the product's features and use cases. This roadmap should include measurable metrics and scheduled check-in points to track progress. Actively participate in developing and reviewing this plan to ensure it reflects your unique requirements.
Implementation can be overwhelming if not managed effectively. Pay attention to the pace. Is it manageable for your team? If it feels to complex, voice your concerns. Ask for a phased approach that prioritises your most critical needs, allowing your team to gradually adopt the platform and build confidence.
Training is your team's key to unlocking the full potential of the SaaS solution. Ensure the vendor offers various training options such as live sessions, video tutorials, written documentation etc. Ask for a training plan from your CSM, outlining the minimum and preferred trainings and categorised by personas.
Understanding how the vendor tracks user adoption and engagement is important. Ask about the data they collect and how it's used to improve the onboarding process. Your feedback is valuable.
When technical issues arise, you need to know who to contact and what to expect. Request a clear escalation path with defined response times.
Connecting with other customers can be invaluable. Inquire about user groups, forums, or customer success stories. Learning from others' experiences can accelerate adoption and provide valuable insights.
Finally, establish a formal onboarding completion milestone with clear criteria. This should involve a thorough review of initial goals, confirmation of training completion, and a discussion of next steps for ongoing support. By being proactive, informed, and communicative, you can ensure a successful SaaS onboarding experience and maximise the value of your investment.
Remember, you're not just a customer; you're a partner in success.