5 success factors for customer success in software onboarding

Linus Haferkemper is the founder and CEO of Linus Success.
His field of activity focuses on supporting software companies and other companies in the introduction of SaaS products.
His company is based in Hamburg.
In a previous position, he represented Dropbox, for example, and supported the introduction of Dropbox at customers such as Strabag. A well thought-out start There are three factors that are important at the very beginning when introducing construction management software.

• Firstly, it is crucial to clarify why changes are being made while keeping things simple.
• Secondly, a smooth rollout is important to enable the user to make fewer clicks.
• Thirdly, a well-thought-out migration strategy is needed to get rid of old habits.

Targeted communication It is also helpful to deliberately put older and younger colleagues together in teams so that they can inspire each other.
Alternatively, companies can also use webinars and posters to provide employees with simple guidance.
Regular refresher training sessions are also a useful tool for clarifying questions and obtaining feedback.
It is also crucial that managers set an example of digitalization and actively support it.
This includes dealing with the details of the projects and actively shaping the changes. Creating incentives To ensure the success of digitalization projects, incentives must also be created to motivate employees to implement them.
These incentives can take the form of reward systems or communication tools such as videos and presentations.
Non-cash prizes such as vouchers or iPads can also help to set employees a goal and motivate them.
Incentives must be adapted to the company culture and size.
Smaller incentives such as bonuses for rising fuel prices can also help to motivate employees. Ensuring support from the provider A particular challenge is to bring external planners and entrepreneurs onto one platform.
Smooth onboarding can help here by providing a flyer that informs users and makes it easier for them to get started.
It is also important to provide support that solves problems quickly to increase acceptance.
smino has an exemplary approach here and offers chat support with a response time of three minutes. Step-by-step multilingualism Software onboarding across multiple languages, cultures and branches is a challenge that needs to be overcome.
It is important that the software supports multilingualism and is configured accordingly in order to map certain processes.
This requires documentation in the languages relevant to the company, which should correspond to the corporate culture.
Whether the software is to be introduced throughout the company or branch by branch depends on various factors.
It may make sense to start with one or two branches, gain experience and then extend the software to the entire company.