Workhorse's approach to onboarding: turning users into "super users"

Let’s face it, spreadsheets just aren’t the best tool for order and inventory management. They quickly get complicated, don’t offer you a good overview of your operations, and can become a major headache and waste of time.

That’s why small businesses often seek out enterprise-level order and inventory management platforms to help them modernise their processes.?

Unfortunately, these big platform providers often leave you with a complicated piece of software and little in the way of onboarding and support.?

Luckily for you, that's not how we do things at Workhorse. We know that you might not be the most tech-savvy of managers — and that's ok because that's not your job. It's ours.?

Here’s how we do it.

From users to super users

We want to change our way of thinking about our customers. Rather than having “users” at Workhorse, we want all our customers to be “super users”. If you don't feel like a super user, don't worry — our goal is to turn you into a super user with our onboarding process.?

One point of contact

When you sign up with us, you get one Workhorse expert to guide you on your way. Not a generic support email or a general company phone number — an honest to goodness human being.

This expert is your account manager, and they're assigned to you as soon as you sign up for Workhorse. They’ll walk you through every step of the onboarding process. They take the time to learn your needs thoroughly and show you the best way to use the Workhorse platform to meet those needs.?

The onboarding process involves going through workshops, troubleshooting, and anything else that we (or you) feel will help you become a Workhorse super user.?

Answers when you need them

Worried that you might need your account manager even after the onboarding process? No need to worry, because they'll always be available to you.?

And if your account manager doesn't have the answer you're looking for, they'll know who does.?

We don’t just want to do normal customer support. We like personal support — with a name, a face, and a personality. You'll always have a real person to talk to, like Dan , to address any needs you might have today, tomorrow, and beyond.?

Tech support that doesn't feel tech-y

We don’t take the normal approach to tech support. We meet you where you’re at when it comes to tech knowledge. We know that some of our users aren’t too tech-savvy, and we've even had customers moving to Workhorse from pen and paper record-keeping.?

That's a big change! And it's one of the many reasons our tech support isn't going to overwhelm you with jargon and techno-babble. We’ll keep it simple and use the language you use and understand.?

Championing your people

A strategy that we've found has worked great for our users is to make one of your team members your Workhorse champion.?

This person will receive one-on-one training until they're a Workhorse pro. Then, they'll help the rest of your team get the hang of the platform, answering questions they've already had answered.?

It's a great way to speed up the onboarding process and ensure that you have expertise in your own office. And it turns all your team members into Workhorse super users along the way!?

Trusted support advisors when you need them

Now. We know that onboarding is just the first step. Over time, you will run into issues, questions, or simple curiosity. When this happens, our team members will be one call or email away.?

You can access our trusted advisors at any point, whether it’s the day after you've been onboarded or years later. We'll work with you anytime to help you answer questions, solve problems, and assure success.

Add in the Workhorse features you need whenever you need them

Most Workhorse customers start out with a simple configuration — this makes the transition from spreadsheets or pen and paper easier.

But once you know the ropes, you’ll probably start wondering what else Workhorse can do for your business. That’s where Workhorse really shines.?

You can add features to your configuration of the platform whenever you want, expanding it to meet your needs at any time. And of course, whenever you add new features, we'll teach you how to use them just like we did when you first became a Workhorse user.?

Don’t take our word for it — see for yourself!

It’s easy enough for me to tell you about our approach, but why not experience it for yourself? Send me an email on [email protected] or request a demo on our website today.?