Strategies for success: our essential B2B SaaS onboarding checklist

Writter by Vitor Coelho, Customer Success Manager at vaibe

At vaibe, we understand that the success of a SaaS B2B solution relies on a seamless onboarding process. To help ensure our customers achieve the full potential of our gamification solutions, we’ve developed a comprehensive SaaS onboarding checklist. This SaaS customer onboarding checklist outlines each critical step in the onboarding journey, ensuring that nothing is overlooked and that every customer receives the support and guidance they need.

Our onboarding process is designed to engage customers from the start, transforming their experience and maximizing the benefits of our gamification solutions. From the initial handover meeting to the final Business-as-Usual phase, our SaaS onboarding checklist is structured to help our customers integrate our gamification tools effectively and enhance their employee engagement and productivity.

In a recent LinkedIn poll, we asked, “What is, in your opinion, the most important element of the onboarding process for SaaS B2B solutions?”. The most voted response was “A dedicated customer success manager” (67%), highlighting the significance of personalized support and guidance. Don’t worry – at vaibe we got you covered.   

Let’s take a look at vaibe’s onboarding process – a two-week journey that will make you a pro in our product.

Handover meeting: During this step, our Customer Success (CS) team collects specific information from the Sales team to deeply understand the customer’s context and requirements, which are essential for a more effective onboarding experience since the very beginning of the implementation.

Kick-off meeting: With the preliminary information regarding the customer, the CS team conducts a kick-off meeting to clarify goals, milestones, scope, and set expectations, laying the foundation for a successful onboarding process.

Account set-up: In this step, we create the customer account on vaibe’s product, upload the users, define metrics, and create the 1st challenge, aiming to engage the customer early in the process.

Training time: At vaibe, there are two different types of users: Managers and Employees. Managers gain a thorough understanding of our product through training sessions, while Employees are provided with training videos and posters. This allows all users to acquire different levels of knowledge of vaibe’s product, according to their use of the application. 

After the two-week onboarding, we shift to the Ramp-up phase, which includes a set of sessions to provide additional support to the implementation and product utilization. Our CS team actively follows up to maintain the momentum and hold customers accountable for their onboarding goals. No matter the number of users, we will always push forward for adoption towards our customers’ objectives.

Once the customer fully adopts vaibe, we transition to the Business-as-Usual phase. This is the sweet spot where vaibe integrates into your daily routine, turning daily tasks into extraordinary achievements. Our customers can count with:

User support: Our embedded chat feature allows users to seek real-time assistance, ensuring continuous support throughout their journey. Additionally, users can access vaibe’s help center where they can search for any product functionality.

Product usage metrics: We track product usage metrics to assess customer engagement, identifying and sharing areas for improvement and optimization.

Quarterly Business Reviews (QBRs): Regular QBRs are scheduled to add value to the customer, fostering an ongoing relationship that transcends the initial implementation phase.

At vaibe, we believe in the power of the onboarding process. Our two-week onboarding sets the stage for a successful journey, followed by a strategic ramp-up and ongoing support to ensure our customers continually unlock the full potential of our SaaS solution. Our onboarding strategy is designed to foster SaaS customer success, ensuring that our customers achieve their goals and experience a high level of product adoption.

Are you enthusiastic about diving into vaibe’s onboarding process? Ready to transform your employee engagement and productivity? Visit us or leave your comments, and let’s experience the vaibe together!