Storylane for
Customer onboarding

1. Create scalable onboarding assets

Build a library of onboarding resources that reduce repetitive tasks:

• Customer segmentation: Create different onboarding flows based on customer segments, use cases, and technical proficiency to ensure relevance without creating custom assets for each client.
• Implementation roadmaps: Use interactive demos to visually map out the implementation process, setting clear expectations and milestones for new customers.
• Initial configuration: Guide users through critical setup steps like user permissions, integrations, and data imports with interactive walkthroughs that reduce the need for 1:1 support.
• Feature activation: Focus on the most valuable features for each customer segment to drive immediate value perception and engagement.

2. Deploy for maximum impact

Strategically integrate demos throughout the customer journey:

• Welcome sequences: Include interactive demos in your welcome emails to give customers immediate self-serve options for getting started.
• Customer portal: Create a centralized resource hub with interactive tutorials organized by role, use case, and experience level.
• In-app guidance: Embed links to relevant demos within your product to provide contextual help exactly when users need it.
• CS handoffs: Enable customer success managers to share specific demo chapters based on customer conversations, creating continuity between live sessions and self-serve learning.

3. Measure onboarding success

Track the impact of interactive demos on key onboarding metrics:

• CS team efficiency: Monitor reduction in repetitive demo requests and support tickets, allowing CS teams to focus on strategic customer outcomes.
• Time-to-value: Track how quickly customers reach key activation milestones with demo-assisted onboarding compared to traditional methods.
• Onboarding completion: Measure what percentage of customers complete various onboarding demos and which steps cause the most drop-off.
• Knowledge retention: Use quick assessments at the end of demos to gauge understanding and identify areas that may need additional support.

4. Learnings and best practices

• Break complex onboarding into modular demos that customers can consume at their own pace
• Include clear indicators of estimated time commitment for each demo section
• Provide both basic and advanced tracks to accommodate different user expertise levels
• Enable easy ways for customers to request human assistance if they get stuck
• Create specific demos for admin users who will be responsible for internal rollout
• Update onboarding demos regularly based on customer feedback and product changes