A SaaS company reduced churn by 35% and halved time-to-value with automated onboarding
The challenge
New customers took an average of 14 days to reach first value. The customer success team manually sent welcome emails, scheduled setup calls, and tracked feature adoption in spreadsheets. High-touch onboarding did not scale: as the customer base grew, time-to-value increased and churn spiked in the first 90 days.
What we built
We designed an automated onboarding pipeline triggered at sign-up. Each user receives a personalised flow based on their plan, industry, and stated goals. The system tracks feature adoption milestones and sends contextual nudges when users stall. If a user has not completed setup within 48 hours, the system alerts the CS team with a pre-built summary of where the user dropped off. Weekly progress reports go to account owners automatically.
Results
Time-to-value dropped from 14 days to 7. First-90-day churn fell by 35%. Customer satisfaction scores reached 90%. The CS team handled 2x the customer base without additional hires.
Want results like these?
Tell us about your business. We will assess how AI can help.
