Auto-enrolling new users to onboarding
Redesigned the user onboarding process to automatically enroll new users, resulting in a 440% increase in onboarding attendance and reduction in churn from 25% to 6%.
Challenge
The client had a 25% churn rate for new users in their first 90 days, but the team struggled to increase attendance for onboarding sessions.
Solution
We implemented an automated system that triggers when a new user account is created, securely transferring user information for webinar registration from their CRM to their webinar platform.
Results
By auto-enrolling new users to the onboarding program, attendance increased 440% per month, and the average churn rate in the first 90 days decreased to as little as 6%.
My Approach
How we tackled this project from start to finish
Data Analysis
We analyzed user behavior data to identify patterns in user drop-off and understand the correlation between onboarding attendance and retention.
Process Mapping
We mapped the existing onboarding process and identified opportunities for automation and improvement.
Solution Design
We designed an automated enrollment system that would seamlessly connect the client's CRM with their webinar platform.
Implementation & Monitoring
After implementing the solution, we established metrics to monitor its effectiveness and make ongoing improvements.
Client Feedback
The automated onboarding system has been a game-changer for our user retention. We're seeing more engaged users who get value from our product much faster.
Customer Success Manager, SaaS Company
Next Steps
We're now working on personalizing the onboarding experience based on user role and needs to further improve engagement and retention.
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