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Workflow 3: Customer Onboarding Automation
Customer Onboarding Automation
Ensuring Product Adoption and Success
Guide new customers through successful product adoption and reduce churn through a data-driven 30-day onboarding journey.
Feature Adoption
80%+ / 30 days
CSAT Score
8.5+
Churn Reduction
40%+
Upsell ID
25%+
Day 0 – Immediate Welcome
- Send welcome email with login credentials
- Provide quick-start guide and video tutorials
- Assign customer success manager
- Create onboarding checklist in portal
Day 1 – First Steps Guidance
- Step-by-step setup instructions
- Video walkthrough of key features
- Live onboarding session booking
- Track feature adoption and usage
Day 3 – Progress Check
- Automated email based on usage data
- If low usage: send extra help resources
- If good usage: suggest advanced features
- Include customer success contact
Day 7 – Value Realization
- Share similar customer success case
- Highlight unused features
- Provide templates/best practices
- Offer advanced training session
Day 14 – Feedback Collection
- Send NPS survey or feedback form
- Route based on score
- Low: Immediate CSM intervention
- High: Request review or referral
Day 30 – Graduation & Expansion
- Celebrate successful onboarding
- Introduce advanced/add-on features
- Provide ongoing support resources
- Move to regular comms workflow
Implementation Timeline
Day 0: Auto-welcome & portal setup
Days 1-7: Guided onboarding & adoption
Days 7-14: Feature expansion & feedback
Day 30: Graduation & ongoing support