Self-Serve Onboarding

Problem

Onboarding new clients is a manual process for the development and customer success teams. This slows down the sign-up process and requires prospects to talk with someone from the team in order to get started.

Solution

Create a self-serve onboarding solution for SMBs to select a plan and get started independently. Automate tenant creation so it happens instantaneously and doesn’t require manual effort.

• • Create an onboarding flow that gives our team all the necessary information to create a new tenant and begin provisioning a Toll-Free Number (TFN).
  • Implement instructions and communicate messaging limitations, so clients can start sending messages and preparing for launch while waiting for their TFN to be verified by carriers.
  • Add prompts to the admin dashboard to guide new clients as they get started.
  • Create on-screen tutorials to help navigate the dashboard.

Users

Users will be small business owners and marketing professionals looking to implement text messaging into their marketing strategy.

Discover

Looking at the current onboarding process, specific information must be collected from a new client in order to submit the required documents for phone number provisioning. Typically, after the sale has closed, the client strategy team meets the client for an onboarding call, followed by a training session once their tenant is up and running.

For self-serve, all provisioning information must be collected directly from the client. Clear instructions will be provided explaining how to get started and what to expect.

Challenge

For compliance reasons, Toll-Free Numbers must go through a provisioning process for carrier verification to send marketing text messages. This can take 4-6 weeks.

This must be communicated with new clients so they understand why this step is necessary, as it limits the size of their database and the number of messages they can send. To set expectations, we will provide information about volume limitations and share steps they can take to prepare for launch.

Must Haves

• • The basics: first name, last, email address, phone number, business name, website, address, and industry
  • Account credentials for admin dashboard login
  • Tenant details: subdomain for admin dashboard creation, expected messaging volume (determines the type of number they need: Short code or Toll-Free Number)
  • Contract: this will be included in the terms agreement
  • Plans & Billing: Two plan options with the ability to reach out for custom enterprise quotes. Clients will checkout via stripe.
  • Provisioning information: explanation of use case, plans for promotional materials, opt-in keyword, double opt-in confirmation response type, and age gate option

User Personas

User Journey