💡 How to streamline the transition between sales and customer success teams
💡 How to reduce onboarding inefficacy
How Objow cut onboarding time by 25% using Katalyz
The problem: Designing an exhaustive yet seamless onboarding process
The onboarding process for Objow's SaaS solution is crucial, yet it encounters several challenges.
Firstly, clients must provide a significant amount of documentation and information beforehand, leading to potential delays and unnecessary friction. This not only postpones activation but significantly extends the "time to revenue."
Secondly, the change management required by the solution becomes complex as users, often from diverse business teams, may not have been part of the decision-making process. Training and gaining their quick acceptance become imperative.
Lastly, decision-makers need swift conviction regarding the solution's Return on Investment (ROI), especially during the Proof of Concept (POC) phase, to ensure sustained commitment.
Onboarding must then be both exhaustive - so that operational teams really understand the solution - and quick - so that decision-makers rapidly see a ROI. This is a difficult balance to strike, highly strategic for a company like Objow as there is a real change management process to handle.
The solution: Using a digital sales room to onboard its customers
Katalyz has emerged as a powerful solution for Objow's Customer Success Management (CSM) team, effectively addressing the challenges associated with onboarding.
The platform enhances client autonomy by providing a clear success plan, guiding them through the onboarding process and maintaining the momentum generated during the sales phase.
The platform also streamlines information exchange between the sales and CSM teams, allowing clients to submit documents and information seamlessly.
Additionally, Katalyz facilitates more effective involvement of solution users and their managers through coaching and training sessions, empowering autonomous progress during onboarding.
The platform's transparency from sales to implementation enables decision-makers to swiftly assess the solution's ROI, making client engagement and renewal nearly automatic when the onboarding plan is executed correctly.
“With Katalyz, we onboard our key stakeholders more efficiently in the success of our project. They quickly adopt the tool, and our interactions are much smoother than before. We orchestrate the project together to ensure its success."
Sibylle Frisch, Head of Customer Success @Objow
The outcome: Cut onboarding time by 25% and increase clients satisfaction
By leveraging Katalyz, Objow's CSM team has significantly reduced onboarding complexities, empowering clients to navigate the process independently. Thus, new customers can also adjust the onboarding process based on their needs.
The success plan, collaborative space, and transparent approach contribute to smoother transitions and enhanced user involvement. The result is a streamlined onboarding process, historical tracking of milestones, and tangible achievement of objectives.
Result: since they use Katalyz Objow has cut onboarding time by 25%. And their clients love it!
And this does not stop to onboarding: with Katalyz, the whole customer relationship is improved. Client engagement and renewal become almost "automatic” as they are part of a planned process, leading to lower churn.
“We onboard our clients faster and they're more satisfied. A game changer!"
Hadryen Chartier, Co-founder & COO @Objow