Enterprise-level customer onboarding: Choosing the best solution

Introducing new customers to your business is one of the biggest challenges large businesses and enterprises face. After weeks or months of discussions, mutual action plans, and proposed contracts, you've finally earned a new customer. However, if the customer fails to see value, it's only a matter of time until they jump ship to a competitor. Indeed, 75% of users abandon a product if it's too hard to grasp within a week. 

Customer onboarding software centralises a client's welcome and introductory education. Here, customers can learn about the product or service, view tutorials, read how-to guides, and ask questions to your team.

Digital sales rooms are an increasingly popular option as a client onboarding platform. Inside this virtual space, enterprises have an interactive environment where they can personalise the connection selection, engaging and communicating with customers to foster trust and deliver value. Learn how to harness their potential for your business below. 

Features for large-scale operations

Enterprise-level businesses deal with hundreds, even thousands, of clients joining their organisation. Standardising the process while remaining engaging and helpful is the core objective. 

Our digital sales rooms (DSRs) are specifically designed to meet the needs of large-scale operations, relying on advanced features and scalable capabilities to support a superior customer experience and sustained business growth.

One impressive example is eola – a booking and management platform for experience providers. Their onboarding team filled DSRs with educational materials and how-to videos tailored to the customer's objectives. The result was a 78% reduction in onboarding time from 2 weeks to 3 days. Plus, they managed to close 4 client deals after just 8 weeks of using trumpet. 

Little wonder, considering that 63% of customers say a company's onboarding program is a major factor in their purchasing decision.

Customisation for enterprise needs

Versatility is the biggest factor in a successful customer onboarding software. No two customers are alike – nor will they use your product or service for the same purposes. That means your onboarding experience should tailor the information to their needs, pain points, and company objectives.

trumpet's DSRs are 100% customisable. Your customer success (CS) team decides what information to include, from helpful widgets, content hubs, video tutorials, PDF attachments, and much more. Clients will also have questions. Your CS team can answer any questions through the DSR, adding new content to help support the client's education.

For example, Peptalk integrates our DSRs throughout their entire sales cycle. In terms of customer success, they wanted a dedicated client space for communication and content. As they explained, "Our CS, marketing and program teams use Trumpet to build custom content hubs for our clients' that relate to their monthly team insights."

The results speak for themselves. Peptalk reached a total pod value of €2.7M with an average open rate of 75%. So, clients routinely returned to the DSRs to get more information. 

Integration with complex systems

Your new customer onboarding software should seamlessly merge with existing software in your enterprise's tech stack. Everything from your customer relationship management (CRM) system to document signing should synchronise customer data across all touchpoints, providing a holistic view of customer interactions, preferences, and history. Such integrations help personalise the customer experience while minimising manual input and other laborious tasks. 

For instance, when a new customer is onboarded, their information is automatically updated in the CRM, triggering relevant workflows in marketing automation or customer support tools. This could include scheduling follow-up emails, setting reminders for account managers, or updating support teams about potential inquiries.

Moreover, integration with analytics and reporting tools allows businesses to track every stage of the onboarding processes, identifying areas for improvement and tailoring the onboarding experience to meet a client's objectives. 

Security and compliance considerations 

For large and enterprise businesses, data sensitivity and security are paramount. With cybercrime on the rise, companies must safeguard client information, prevent hacks and leaks, and comply with stringent data protection legislation. Not only does this keep you on the right side of the law, but it's critical for maintaining customer trust.

Here's how we structure our DSRs to account for these considerations:

• Secure Digital Environments: Our DSRs are 100% secure, ensuring that all communications, shared documents, and customer interactions within the digital space are secure from unauthorised access.
• Compliance in Virtual Interactions: The DSRs are designed to comply with relevant industry regulations, ensuring that any engagement, data sharing, or transaction within the room adheres to legal standards such as GDPR for data privacy and HIPAA for healthcare-related information.
• Data Integrity in DSRs: To maintain data integrity, our DSRs implement rigorous data validation and storage protocols, ensuring that the information presented and exchanged within these virtual spaces remains accurate and unaltered.

Audit Trails: The DSR platform maintains comprehensive audit trails, documenting all user activities within the digital space. This not only enhances security but also ensures a transparent record for compliance auditing and review.