Learn How to Automate Customer Onboarding in B2B SaaS

• Before you start automating customer onboarding, define your goals and customer journey. Which processes in the customer journey do you want to automate? Which segments of customers do you want to automate?
• Ensure your onboarding tool is integrated with CRM. Using CRM as part of an onboarding initiative will help manage the process.
• The next step is to create simple workflows, such as sending them a welcome email or high-value action steps.

Define the milestones and business outcomes for every step of the onboarding journey.

Set rules in your onboarding tool for the next set of actions. 

• When a customer achieves a milestone, what is the next set of emails or training videos to be sent? 
• What alert needs to be sent for a delay in achieving a milestone?

Segment your customers based on common traits and define every segment's ideal customer onboarding journey.

Create a playbook and automate the process. A playbook is a detailed checklist of steps that should be followed in the customer journey. It consists of tasks and timelines for the customer and the Customer Success Manager (CSM).

As a CSM, you'll handle multiple accounts. You'll need to get notifications for important steps achieved so that you don't have to look manually into each account.

However, automation should never compromise the customer experience. For example, if your product usage drops drastically or you have inactive customers, you should get an alert for human intervention.

Continuous customer interactions can help to fine-tune the process and improve your product.

Automating onboarding can provide the necessary resources at the right points of a customer journey. This can save time and costs while responding to customers when they reach out for help.