Schedule customer onboarding to reduce churn

By Kelly Wilson - Feb 6, 2019

Increasing sales of your business products are great, but how successful are increased sales if customer churn rises with them? When customers buy a new product promising increased operational efficiencies within their organization, they sometimes forgo the onboarding process because they do not have the time, or they were not aware that onboarding for their new product was offered. If the customer does not know how to use the product, this can cause many problems for your customer onboarding, sales, and support teams, and lead to issues that ultimately increase churn in your organization.

We will discuss the risks of not having an easy process to connect with customers to book onboarding appointments, and how your organization can increase the number of customers going through the onboarding process to ensure their success with your product.

The risk of not going through the customer onboarding process

The issue for the customer

When customers don’t realize that an onboarding appointment is available, or necessary, they may not understand how their new tool works.  Alternatively, customers can adequately use their new product, but because they did not go through the full onboarding process, they are missing out on features that will help them achieve the business results they were hoping to experience.  Either scenario is frustrating for your customers who can end up feeling like they wasted their money and time implementing this new product, which puts you at risk of losing the customer.

In this case, you might be asking yourself, “Why are my customers not completing the onboarding process?” Well, when your customers purchase and roll out their new product, they likely want to experience its benefits as soon as possible, and not want to spend any more time and resources completing the process.  Alternatively, your customers could be completely unaware of the onboarding resources your organization has in place to help them understand how to use their new tool.

The issue for your organization

When you do not offer an accessible process for scheduling customer onboarding interactions, it can create a lot of issues for your organization.

When a customer rolls out a tool they were not properly trained on, they rely heavily on your customer support team to answer even the simplest questions that could have been avoided if the customer received the proper onboarding of their new product.  This can also lead to high levels of churn due to customers feeling misled about the capabilities of their new product when, really, they were simply never trained on how to get the most of the tool.

How to increase customer onboarding and reduce churn

By increasing the number of customers who go through the onboarding process, you will be able to reduce churn and increase the success your customers have with your product.  One way you can increase the number of customers going through the onboarding process is by using an appointment management tool. One of the ways to increase customer adoption is by offering onboarding through pre-scheduled interactions which can be made easy is with an appointment management solution.

Here is a use case showing how your organizations can schedule customer onboarding, with an appointment management solution.

A customer purchases a product from your organization, and they are informed about the onboarding program you offer to help them get set-up with their new tool.  Immediately after learning about the onboarding program, the customer can schedule a session with an onboarding specialist through the sales representative. After this customer touchpoint, your organization will not need to reach out to the customer until the onboarding session since it was scheduled ahead of time. Plus,  the customer will receive automated reminders of their upcoming session, ensuring they’ll budget the time for this interaction.

With a scheduling platform, your organization will be able to set up customer interactions in advance, reducing operational costs from cold-calling customers to set up onboarding session and increase the number of customers going the onboarding process. Your customers will be able to understand their new tool completely and take full advantage of its features, leading to increased success with your product, and ultimately, reduced churn.

For more information about how you can increase customer success and reduce churn in your organization, schedule a consultation today!