Customer success use case
Onboarding orchestrator
Closing the deal is the easy part. The handoff from sales to onboarding, across docs, tickets and channels, is where accounts get dropped.
Where it breaks today
The sales to customer success handoff is where a new account first feels the gaps between your teams. The deal closes, and what the customer was promised sits in a rep's head and a call recording.
Someone copies details from the CRM into a kickoff doc, opens tickets for implementation, creates a channel and adds a row to the onboarding spreadsheet. Each step is manual, so each one is sometimes skipped.
Two weeks later the customer asks what happens next, and nobody is sure whose step it is.
What it does
Onboarding orchestrator works the way your team already does.
Handoff without the spreadsheet
A closed deal generates the kickoff docs, tickets and shared channel automatically, from the CRM record.
Every step tracked
Onboarding steps have owners and status, visible to everyone who needs them.
Nudges, not nagging
When a step stalls, the owner hears about it before the customer does.
The account never goes quiet
You see onboarding progress the same way you see the deal pipeline.
How it works
- 1.A deal is marked closed in the CRM. That is the only trigger.
- 2.The app creates the kickoff doc from your template, filled with the deal's details, contacts and commitments.
- 3.It opens the implementation tickets and the shared channel, and adds the right people to each.
- 4.Every onboarding step has an owner, a due date and a status that the whole account team can see.
- 5.When a step stalls, the owner is nudged, then their manager.
- 6.Leaders see every account in onboarding in one view, the way they see the pipeline.
Before and after
| Step | Today | With an onboarding app |
|---|---|---|
| Handoff | A spreadsheet row and a message | Triggered by the closed deal |
| Kickoff doc | Copied by hand from the CRM | Generated from the record |
| Tickets and channel | Created when someone remembers | Created automatically |
| Stalled steps | The customer notices first | The owner is told first |
| Visibility | Ask the onboarding manager | A live view per account |
Questions
We use a project tool for onboarding already. Does this replace it?
No. If your team runs onboarding in a tool that works, the app creates and tracks the work there. It removes the manual setup and the chasing, and leaves the tool in place.
Our onboarding differs by plan or segment. Can the app handle that?
Yes. The steps, owners and templates follow your rules, so an enterprise account and a self-serve upgrade can take different paths.
Do customers have to log in to anything new?
No. Customers keep using the channel and documents you already share with them.
What do you need from us to start?
Access to how onboarding runs today, a few hours from the people who do it, and honest feedback on the early version.
Who looks after it once it is live?
We do. Hosting, monitoring, security updates and process changes are included.
Other use cases
Other workflows we build.
Your best people are doing the work your software should be doing.
Track builds that software, designed around how your team actually works, running on the tools you already have. A working app in days, in production within four weeks. The longer that workflow runs by hand, the more it costs you.