Mastering the onboarding process – strategies for success

At vaibe, we understand that the success of a SaaS B2B solution relies on a seamless onboarding process. As a company dedicated to boosting employee engagement through a gamified experience and a reward recognition system, we are aware of the critical role onboarding plays in ensuring our customers achieve the full potential of our solution.??

In a recent LinkedIn poll, we asked, "What is, in your opinion, the most important element of the onboarding process for SaaS B2B solutions?". The most voted response was “A dedicated customer success manager” (67%), highlighting the significance of personalized support and guidance. Don’t worry – at vaibe we got you covered ???

Let’s take a look at vaibe’s onboarding process – a two-week journey that will make you a pro in our product.?

1. Handover meeting: During this step, our Customer Success (CS) team collects specific information from the Sales team to deeply understand the customer's context and requirements, which are essential for a more effective onboarding experience since the very beginning of the implementation.?
2. Kick-off meeting: With the preliminary information regarding the customer, the CS team conducts a kick-off meeting to clarify goals, milestones, scope, and set expectations, laying the foundation for a successful onboarding process.?
3. Account set-up: In this step, we create the customer account on vaibe’s product, upload the users, define metrics and create the 1st challenge, aiming to engage the customer early in the process.??
4. Training time: At vaibe, there are two different types of users: Managers and Employees. Managers gain a thorough understanding of our product through training sessions, while Employees are provided with training videos and posters. This allows all users to acquire different levels of knowledge of vaibe’s product, according to their use of the application.??

After the two-week onboarding, we shift to the Ramp-up phase, which includes a set of sessions to provide additional support to the implementation and product utilization. Our CS team actively follows up to maintain the momentum and hold customers accountable for their onboarding goals. No matter the number of users, we will always push forward for adoption towards our customers objectives.?

Once the customer fully adopts vaibe, we transition to the Business-as-Usual phase. This is the sweet spot where vaibe integrates into your daily routine, turning daily tasks into extraordinary achievements. Our customers can count with:?

1. User support: Our embedded chat feature allows users to seek real-time assistance, ensuring continuous support throughout their journey. Additionally, users can access vaibe’s help center where they can search for any product functionality.?
2. Product usage metrics: We track product usage metrics to assess customer engagement, identifying and sharing areas for improvement and optimization.?
3. Quarterly Business Reviews (QBRs): Regular QBRs are scheduled to add value to the customer, fostering an ongoing relationship that transcends the initial implementation phase.?

At vaibe, we believe in the power of the onboarding process. Our two-week onboarding sets the stage for a successful journey, followed by a strategic ramp-up and ongoing support to ensure our customers continually unlock the full potential of our SaaS solution.?

Are you enthusiastic about diving into vaibe’s onboarding process? Ready to transform your employee engagement and productivity? Visit us or leave your comments, and let's experience the vaibe together!