Client onboarding is key to customer success, but scaling it across global teams is a challenge. Salesforce, a worldwide SaaS leader with 49,000+ employees, solved this by using Process Street to standardize and automate its onboarding process.

Challenge: Scaling Client Onboarding Without Losing Quality

With customers across industries and regions, Salesforce needed to:

• Personalize onboarding while staying consistent: Tailor onboarding experiences for individual clients without compromising the standardization and reliability of its processes.
• Share knowledge seamlessly across teams: Ensure that all teams have easy access to the same up-to-date training materials and onboarding information.
• Scale best practices without losing quality: Replicate successful onboarding strategies across regions while maintaining the same high standards for every client.

On top of that, Salesforce had to manage these processes while tracking client progress, reducing errors, and keeping teams aligned—all in a global, remote environment.

Solution: How Process Street Transformed Salesforce’s Onboarding Strategy

Salesforce tackled its onboarding challenges by using Process Street to streamline workflows, standardize operations, and support global teams. Central to this effort was the Datorama Use Case Kit (DUCK) checklist, designed to customize onboarding steps for each client. 

Here’s how Salesforce used Process Street’s key features with the DUCK checklist:

1. Conditional Logic: The DUCK checklist adapted steps based on client use cases.
   1. For instance, a use case like Media Performance Optimization automatically adjusted steps, streamlining onboarding for both teams and clients.
2. Dynamic Due Dates: DUCK automated follow-ups and flagged delays.
   1. When clients stalled on tasks in the DUCK checklist, dynamic due dates alerted team members to step in, keeping the process moving.
3. Task Assignments: Tasks were assigned to the right person at the right time.
   1. For example, Account Managers gathered client goals first, and once completed, Client Success Managers were notified to guide the next steps.
4. Cloud-Based Checklists: Acting as a live document, the DUCK checklist stored client goals, account details, and progress updates.
   1. The DUCK checklist served as a live document, storing client goals, account details, and progress updates—a single source of truth for distributed teams.

Salesforce’s Datorama Use Case Kit (DUCK) checklist helps account managers document client goals and ensures no steps are missed during onboarding.

How does Salesforce use Process Street for its weekly Health Check checklist?

“Process Street and Salesforce are complementary tools. To give a real-life example, we run a Weekly Health Check checklist for our clients. For this, we use a checklist run link. This run link is part of the client object in Salesforce. On activation, the link fills out the Weekly Health Check checklist automatically recording all the client-specific information.

We are also working to integrate the backward flow, so every time you run a checklist for a given client, it’s automated into Salesforce as an activity or note for that client. This means every action done for a given client is documented in one place while also having the benefits of Process Street in a step-by-step checklist.”
— Alex Hauer, Former Senior Success Consultant, Salesforce Datorama

Results: A Symphony of Efficiency

Centralizing onboarding in a single source of truth allowed Salesforce to scale its operations while delivering top-tier client experiences. They achieved:

• Global Reach: Clear, documented processes made onboarding smooth for clients worldwide.
• Teamwork: Task assignments and shared checklists kept teams in sync and communication clear.
• Client Support: Clients received tailored onboarding with progress tracked and supported every step of the way.
• Fewer Errors: Detailed checklists reduced mistakes and kept the process consistent.
• Quick Improvements: Flexible templates let teams make changes and improve processes without delays.

A Clearer, Faster Process for Scalable Growth

Salesforce’s experience with Process Street shows that even the largest enterprises can scale client onboarding while keeping it personal. By turning complex processes into clear, actionable workflows, Salesforce improved onboarding and laid the groundwork for continued growth.

Raw Capital Partners faced multifaceted challenges in their pursuit of operational excellence. 

At Raw Capital Partners, the demands of mortgage documentation and due diligence are critical challenges due to regulatory compliance requirements. 

From ensuring compliance in mortgage handling to streamlining employee onboarding, Raw Capital needed a solution that could effectively address these needs.

They wanted a solution that could guarantee accuracy and consistency in all operations.

This is where Process Street stepped in, offering tailored solutions to improve compliance and optimized their approach to operations.

Here’s a breakdown of the story:

• Why Raw Capital Partners uses Process Street
• Benefits gained by implementing Process Street
• Challenges faced and how Process Street assisted
• How Process Street empowered Raw Capital to scale operations efficiently
• Harnessing innovation for growth with Process Street

Zonos is a software company headquartered in St. George, Utah, whose software allows businesses to automate the complexities of international e-commerce. This includes automating the calculation, collection, and remittance of duties and taxes.

The software company makes it easy for international shoppers to make purchases on websites with language and currency localization and the ability to prepay duties and taxes. Zonos also automates cross-border compliance and HS code generation.

Although the company strived to improve their customers’ international shopping experience, they faced challenges when getting these clients up and running with their software. Especially those with complex software integrations that varied in requirements. 

The previous system Zonos used for their customer onboarding was clunky and lacked the flexibility they needed, making the experience cumbersome and inefficient. This prompted Zonos to seek a more dynamic and user-friendly solution. That solution turned out to be Process Street.

In this case study, we’re covering:

• Challenges faced by Zonos 
• Benefits gained by implementing Process Street
• Results: How Process Street transformed Zonos’ onboarding process
• Zonos achieved continuous improvement with Process Street

Welcome to the Employee Onboarding Podcast, where we explore the best practices and innovative ideas from the world’s top HR professionals and thought leaders. The topic for this podcast: What really makes a successful onboarding process.

Today, we’ll be joined by Maxine Dorkin, a dynamic professional in the youth employment sector and currently a PhD candidate at the University of the Witwatersrand in South Africa. 

Maxine’s impressive journey includes managing work readiness programs that have impacted over 5,000 unemployed youth, extensive experience in the nonprofit sector, and a pivot into the technology space where she now excels in designing and facilitating onboarding programs.

Join us as we uncover Maxine’s insights on how to align personal values with organizational missions, the importance of community in the workplace, and strategies to enhance employee engagement and retention. 

This conversation provides practical takeaways for any HR professional looking to elevate their onboarding process.

Here’s what we’re going to cover in this episode:

• Introducing Maxine Dorkin
• A little about employee onboarding
• The key pieces to a successful onboarding experience
• Creating a sense of belonging
• The role of culture in onboarding
• Advice for HR professionals
• Creating lasting impressions

Let’s get started!

You can also listen to the podcast on Apple, Spotify, Google, Podchaser, Podcast Addict, Deezer, & all your favorite podcast platforms!

Ever envisioned a world where your onboarding process is powered by artificial intelligence or where complex tasks are seamlessly managed by sophisticated algorithms?

Join us for the latest episode of Process Street’s Employee Onboarding Podcast, where Erin engages in a conversation with Tarek Kamil, the founder of Cerkl, delving into the future of employee onboarding, the transformative potential of technology, and the ethical considerations surrounding AI.

In this episode, you’ll learn:

• Introducing Tarek Kamil: CEO and founder of Cerkl
• Exploring Tarek’s passion for technology and AI
• Implementing AI in employee onboarding
• Tarek’s journey and inspiration behind Cerkl
• The future of AI in employee engagement

You can listen on Apple, Spotify, Google, Podchaser, Podcast Addict, Deezer, & all your favorite podcast platforms!

Adam Schweickert at Wetmore Consulting Group uses Process Street to help their clients document, improve, and automate their processes.

Out of Wetmore Consulting Group, we’ve built a company that now focuses solely on identifying, documenting, and then building our clients processes within Process Street. So, that’s how our company came about. That’s what we do. – Adam Schweickert

This article is based on a segment from Process Street‘s Highway 2021 virtual event, where Adam gives us a detailed walkthrough of his onboarding process for new clients.

Client Onboarding 101 with Adam Schweickert of Wetmore Consulting Group was the fifth segment in Process Street’s Highway event.

You can check out our playlist of the full Highway event here, and make sure to sign up for free with Process Street!

Here’s the Client Onboarding 101 segment with Adam Schweickert in full:

• Wetmore Consulting Group’s client onboarding problem
• Supercharge your client onboarding workflows with these Process Street features
• Client onboarding process building tips

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Studies show that effective employee onboarding improves employee retention by 82%. And this applies to sales onboarding, as well! When considering the average cost of replacing an employee is ~$30,000, you will recognize how vital good onboarding processes are.

Despite this, 88% of organizations don’t onboard well. This is a major problem burning holes in a lot of pockets and a reason why sales onboarding is so important.

In this Process Street article, you’ll learn what sales onboarding is and the benefits good onboarding brings to a business. You will find out key skills to be identified and nurtured during the sales onboarding process before being granted access to Process Street’s Sales Onboarding Checklist for free. This checklist is uniquely designed to help you develop effective sales onboarding processes.

This article has been written to assist in the creation of a leading sales team. To do that we give you our top 11 template resources. You can click on the links below to be directed to these templates, or scroll down to find out more.

1. Sales Onboarding Checklist
2. Diversity Hiring Process
3. Ari Meisel’s How to Streamline the Hiring Process Guide
4. Code of Conduct Policy Adherence Process
5. Employee Background Check
6. Employee Developmental Plan Template
7. Employee Satisfaction Survey
8. Performance Management
9. Performance Review Template
10. Training Plan Template
11. Sales Manager Job Description Template

Click on the relevant subheader below to jump to the section of choice. Or, as recommended, scroll down to read all we have to say regarding sales onboarding.

• What is sales onboarding?
• Case studies: Companies with the best onboarding programs
• Use Process Street for your sales onboarding (& more)!

Let’s get started, shall we?
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Mentoring new employees can be tricky.

Think back to a time when you stepped into unfamiliar territory. Can you remember how intimidating it was? That’s the dilemma each new employee faces. 

They need to acclimatize to a new culture, a new team, a new role, and new responsibilities. It’s daunting having to walk into an environment where everyone except you knows what they’re doing. 

Mentors are responsible for offering a support base for the new hire to get settled in their role quicker. These mentors use their past experiences to offer sound guidance, helping build the new employee’s confidence and skills from the get-go. 

Mentoring new employees happens during onboarding, but how can you make the most of it? In this Process Street post, I’m taking you through the mentoring program and how it can be your secret weapon to reduce new hire churn. 

• Why mentoring is important in the workplace 
• Investing in a mentoring plan for new employees
• How to make the most out of training and mentoring new employees
• The role Process Street plays in mentoring your new employees
• From mentee to mentor

Follow me to the mentoring machine! 

Glassdoor reports effective employee onboarding increases retention by 82%.

“Organizations with a strong onboarding process improve new hire retention by 82% and productivity by over 70%”

Now consider the cost of hiring a new employee is between ~6-9 months salary (the average salary for a customer success manager in the U.S. is ~$85,000 annually). When you do the math, it becomes clear how costs start to rack up.

If you’re a SaaS company dedicated to growth and gaining a competitive edge, this is an unnecessary cost that every team, including your customer success team, should avoid.

One of the best ways to improve retention is by focusing on your employee onboarding. That’s what we’re going to look at in this Process Street article.

We’ll explain how we, along with Salesforce, Netflix, and Intercom, onboard our customer success managers.

And if you’re going to invest in onboarding, making sure your customer success managers are onboarded effectively is a good way to effectively hit two birds with one stone. Your CSMs are in charge of customer onboarding, so by providing a solid employee onboarding foundation to orient them, you’re also laying the foundation for a solid system of client onboarding.

By the end of this article, you’ll have learned the 16 employee onboarding best practices used by these top 4 international tech companies. Although these onboarding best practices are specific to a customer success manager role, they’re applicable across most business departments.

• Why onboarding is important for retention
• 16 onboarding best practices (used by top tech companies)
• How to implement onboarding best practices in your company

Let’s get stuck in!
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In this post, I’m going to define and explain the benefits of employee onboarding, then give you access to six employee onboarding checklists.

Use them on their own or import into Process Street, so you can track and automate the work in Slack or Microsoft Teams.

Why checklists?

Well, checklists are the most popular way to onboard new employees, and that’s for a good reason.

Checklists help you to follow a process, make sure you don’t neglect anything important and stay compliant.

Instead of making you write your own, you can use one of the 6 we’ve prepared for you as a basis, and either take it as it is or modify it for your business.

Reported by Dr. John Sullivan, recruiting advisor and professor of human relations, the statistics show that:

• 50 percent of new hires are fired or quit during their first six months
• 40 percent of new CEOs fail in their first 18 months
• Up to 60 percent of new management employees fail during their first 18 months

For too many companies, the recruiting process has become expensive causing lost revenue and damaging to company morale.

Luckily, a new employee onboarding process flow can prevent such mistakes from occurring.

If you’re looking to put your best foot forward in making new hires feel welcome, a new employee onboarding checklist can do the trick.
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