Best Practices: Setting up low-touch onboarding playbooks

Onboarding is the most crucial part of the customer journey. Customer usually churns in the first 90 days if the onboarding fails. So, it is essential to have a playbook that ensures your Customer Success team never misses out any actions, the customer gets the value & you as a CS leader get the visibility of the onboarding.

When you are designing your onboarding playbook, you need to understand if it is :

• Low touch onboarding which is mostly self-served.

• Medium touch onboarding which needs the involvement of CSMs/Customer Implementation Managers.

• High touch onboarding which needs heavy involvement of your team.
  
  

Let’s discuss the Sample Onboarding framework for all of these onboardings separately.

Best Practices: Setting up low-Touch Onboarding playbooks

Who is this for?

• For B2B SaaS Customer Success teams whose onboarding process is simple.

• The onboarding process can be completed using automation & need little human intervention.

• The usual onboarding time is between 7-14 days.

Creating Onboarding Playbooks @ CustomerSuccessBox

While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps. 

Once the steps are identified, you can put it into either of the following:

• Tasks - that CSM has to perform.

• Milestones- the product adoption milestones that CSB captures to understand if the user of your product has used the product feature & overall business. 

• Outcome  - A high-level business outcome that you are expecting your customers to achieve in this step.  

Things to remember while creating an onboarding playbook for low-touch customers.

1. Since it is a low-touch model, the entire playbook is a series of automated tasks & trigger-based activities.

2. The product should have the capability to onboard a customer.

3. All the communication is automated but personalized i.e. customer will receive a communication based on the actions they have performed in your product.

4. If the customer fails to do certain activities in a particular time frame, you should alert a CSM & create a manual task for CSM to call or get in touch with the customer.

5. You need to have good educational learning material to help customers configure the system on their own which will save your human-hours.
   
   

Sample Onboarding Playbook for low-touch customers

Steps	Step 1: Introduction	Step 2: Onboarding imp product milestones	Step 3: Onboarding of team-members
Tasks	-Send welcome email -Introduce CSMs & Support team along with all the necessary self-learning documents/videos	Do check-in call to see if they need any help	Check-in call to check if s/he needs help in Team Management configuration
Milestones	Login to the system	Important modules of the product	Team-mates added
Outcomes			1st value delivered
Time frame	1- 2 days	5-7 days	3-5 days

This was one of the templates, you can refer. You can completely customize this to create your own.

You can get in touch with your Customer Success Manager at CustomerSuccessBox to create such playbook for your onboarding process.

Not a Customer? Request a CustomerSuccessBox Demo and learn how we can help you with the playbooks for your onboarding process.