Time To Read: 4 minutes

What is Customer Onboarding and Why is it so Important?

Customer onboarding is the process of facilitating all activities around introducing and enabling a new user to a product or service. Underneath the surface, it requires practical strategies to empower new customers with the hands-on training, resources, and tools for successful adoption of these products and services. At WorkWave, we take stock in making connections, building relationships, and earning the trust of the customer to help them transform their business with our field service software solutions to make sure we succeed at this. 


WorkWave sought an accelerated and simplified onboarding experience for our latest PestPac users, who put their trust in our product and people to meet their business needs.

The amount of components that are needed for customer onboarding can vary based on many factors, such as product complexity, targeted industries, availability of self-service resources, customers’ goals and expectations, and more. It can be challenging for any business, whether you’re a startup or already established, to learn something new and apply it effectively – while running a business at the same time. That’s why WorkWave sought an accelerated and simplified onboarding experience for our latest PestPac users, who put their trust in our product and people to meet their business needs. 

Boosting Time to Value

When you invest in something, you typically want to recognize the value and see a return on the investment – sooner than later. It’s like buying a new car today. You don’t spend your time to research, test drive, and price out your options, then make the purchase to just look at the car sitting in your driveway. You want to take it on the open road and rapidly recognize the value it brings to you – whether it be improved fuel economy, larger cargo space, or speed. With software, you might be looking to see value in improved scheduling efficiency, cloud storage, or faster performance, for example. 

This methodology that allows the Customer Success team at WorkWave to bring our new PestPac users to an operational state faster than ever before. In return, our customers can focus on improving workflows, delighting their customers, and driving revenue.

Furthermore, it’s not desirable to purchase a car that comes with a significant learning curve to drive. It might come with the next generation of technological bells and whistles, but that shouldn’t stop you from putting the pedal to the metal to get from point A to point B. This basic approach shouldn’t be much different than buying software-as-a-service (SaaS). You made a business investment for at least one reason, and you don’t want that to be underappreciated by anyone especially during the critical time of learning how to use it.

According to Baremetrics, the real measure of customers recognizing value is when they discover the “Aha!” moment during onboarding. For our new PestPac users, this could be scheduling your first job, entering your first payment, or realizing that paperwork in the office is no longer needed! It varies from business to business, and it’s the Customer Success team’s responsibility at WorkWave to identify this early on in the customer journey. 

We designed the new customer experience, particularly for those in the SMB market with common subscriptions, to make the learning and setup process quicker and much less overwhelming, while focusing on the critical areas of the software that matters the most upfront. Based on customer feedback over the years, we identified that our PestPac customers in the SMB market are seeking a solution that can take them live within a few weeks after the purchase. This means we had to lighten up the steps to set up and configure a database, concentrate on just the primary workflows and reports, and make it easier for the user to train their staff on PestPac. Once we achieve our initial goals with the customer and reach the point of “Aha!”, we can then focus on implementing other valuable features and modules to enhance the user experience.

It’s this methodology that allows the Customer Success team at WorkWave to bring our new PestPac users to an operational state faster than ever before. In return, our customers can focus on improving workflows, delighting their customers, and driving revenue – which all typically complement each other quite well.

Putting Scalability in the Spotlight

The beauty of WorkWave’s PestPac software solution for pest control businesses is the power and scalability that our customers come to expect. One can say it resembles a “one size fits all” system. Meaning it’s scaled to serve the needs of the owner/operators to the most enterprise businesses of the industry. And it supports a massive ecosystem of modules and integrations that can easily plug into the core system. However, that doesn’t come without its own challenges during onboarding.

It’s this framework we’ve put in place that allows our users to be successful within the first month of becoming a PestPac customer, and truly enables them to scale the software as their business grows.

To avoid pushing the cart before the horse, we had to take our existing conventional onboarding model and shrink it down. We know that more times than not, a small business pest control owner will be in the driver’s seat, without the luxury of having a full office staff to participate in our onboarding program. So we took a process that can take 8 weeks or more, with a considerable amount of objectives and milestones, and brought it down to 3 to 5 weeks with a simpler, lightweight approach,specifically for our smaller businesses with 100-500 customers. It’s more straight forward and precise, but still includes the necessary steps to achieve the primary goals we set in place.

The onboarding consists of our new, 3-part PestPac Essentials video series, along with complimentary Q&A sessions with a member of the Onboarding team at WorkWave. A typical new user will be taken through the processes to learn and apply initial settings, manage customer accounts, schedule recurring and one-time services, and run all of the main accounting functions. Once we hit these milestones, we can turn our attention to non-critical functionality, such as the CustomerConnect portal. Best of all, you get professional help with a product expert who knows the industry and most importantly, gets to know you and your business.

It’s this framework we’ve put in place that allows our users to be successful within the first month of becoming a PestPac customer, and truly enables them to scale the software as their business grows. And if that doesn’t check all the boxes on your list, we have several options to provide you with converting your source data into PestPac, at varying costs based on data requirements, to compliment your onboarding. This new model of onboarding will truly help WorkWave move forward as we continue to evolve the customer experience. We plan to gather more feedback and introduce new onboarding delivery techniques to push the envelope even further in 2020 and beyond.

Author

Nick is born and raised in New Jersey and likes to spend time with family and friends, play and record many genres of music, and golf in the warmer months of the year. He leads all of the onboarding efforts for PestPac, WorkWave Service, and WorkWave Route Manager.