Getting the team to say ‘Yes’ to a new SaaS

The problem

A review of the onboarding process for this popular job management system uncovered a missed opportunity — between sign-up and the first training session — to set customers’ expectations around change management requirements for a successful roll-out.

Based on Voice of Customer research, some common questions included:

How do I get staff buy-in?
How do I plan the roll out internally?
What do I do with my existing data?
What kind of devices/data plans does my team need?
Do I need to hire more staff to manage the system?

The solution

My goal was to design a solid onboarding process that delivered the right information at the right time, whilst promoting the huge range of self-service learning tools that were available.

Created a five-point guide/blog post that addressed customers’ top five questions around preparing their organisations for new technology.

Created a downloadable ‘Getting Started Checklist’ that outlines the system setup process in clear, easy-to-follow steps along with quick links to relevant help articles, videos, and interactive walkthroughs (WalkMe).

Re-wrote the Welcome email and included a link to the guide/checklist to encourage new customers to start learning the system in their own time, instead of waiting for a training session.

The process

Research, research, research

To gain insight into customers’ top concerns, I surveyed the product support team, listened to recorded customer support calls, and reviewed support tickets. I also reviewed the company style/voice guide to understand the brand requirements.

Craft clear, concise, and useful content

With the target audience of busy, trade business owners in mind, I wrote in plain English and kept the information brief and to the point. I used plenty of white space and bullet points for easy scanning.

Gather and analyse feedback

Feedback was collected through surveys with CSMs and customers. The overall response was positive, with customers reporting they had a good understanding of what’s required to prepare their organisation for a successful roll-out.