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5 common tech onboarding mistakes to avoid as a customer

Ever felt overwhelmed by software onboarding? You’re not alone. Many factors can turn this exciting journey into a frustrating experience that feels more like a never-ending maze than a well-illuminated path.

Good tech companies value the significance of the customer onboarding experience, and even customers have shared the sentiment. Research by Userpilot found that 74% of customers will switch to another solution if the current onboarding process is too complicated — meaning you would have wasted time and effort finding the product only to be disappointed and turned away to start all over again elsewhere.

As the Associate Manager of Scaled Customer Success at Fleetio, I’ve seen first-hand the negative impact of poor onboarding experiences and what it takes to ensure customers are successful with the product from day one.

We’ve put this blog together with Fleetyr to help you identify the most common tech onboarding pitfalls, hear some real-life examples and learn what you should experience as a customer from the start.

1. An overwhelming start or information overload

Having too many steps or learning resources can be overwhelming, especially without a clear path to “get started” or ways to search for specific resources. This could lead to confusion, frustration, or worse, putting off your onboarding altogether.

Your software onboarding journey should be simple and easy to follow. Relevant resources should be easy to find and grouped together logically to help you track down the information you need, so you can empowered and successful with your new software.

How this works in Fleetio’s platform:

Getting started really couldn’t be any easier with Fleetio. We’ve made sure new customers are welcomed with a beginner-friendly, visual guide that helps with setup. Customers can go at their own pace, and the platform even tracks where they left off to continue the onboarding when they’re ready.

Fleetio_Customers_Getting Started

2. A one-size-fits-all approach

Different fleets have different business needs and goals, which means not everyone will necessarily benefit from the same generic one-size-fits-all onboarding experience. Onboarding is the first step of your new customer journey, and it’s important that the platform also allows for some personalised experiences and gives you opportunities to relay your questions or concerns from the start.

It’s also important to note there are varying learning styles and degrees of tech-savviness. Ensuring that your software of choice has key learning assets available in more than one format will be useful to all different types of customers. An example would be when key “how-to” resources are available as some combination of written steps, video demos, audio guides, or guided walkthroughs.

How this works in Fleetio’s platform:

We’ve put this into practice by creating additional training options like our on-demand training webinars for customers. On top of that, we also have Customer Success Managers available to all customers for direct mentoring and guidance on how to make Fleetio work for their unique needs.

Fleetio_Customers_On Demand Training Webinars

3. Focusing on product features instead of business value

As you learn and grow with your new software, you should be able to clearly see ongoing value and tangible business benefits in the product from day one, instead of being lost in the bells and whistles of fancy features or technical terminology. Think of questions such as “How does Feature A help your fleet save money on fuel?” or “How does Feature B help you uncover the reasons behind unusual driver behaviours?

Additionally, you may be a customer who hasn’t signed up for all the product features or tools, which means your new software needs to also provide clarity on how other features may help you achieve your business goals. This allows you to make an informed decision on the value of those unlocked features and tools, and if they may suit your business now or later.

How this works in Fleetyr’s platform:

The dashboards include a “hints” overlay that is accessible to all customers, meaning that even if you haven’t unlocked certain dashboards, you can still get a glimpse of its value to your business and how it would look like.

Fleetyr_Fuel Location Discrepancy

4. Unclear direction of technical configurations

As the customer, you shouldn’t be expected to automatically understand the technical requirements and configuration steps of a tech platform (even if you may have used something similar in the past). You may not necessarily know until you start that there may be some things you can configure yourself directly in the platform, and some things you may need the provider to help with.

Either way, your onboarding process should most definitely outline what configuration needs to happen for you to be fully set up, including what specific data, what formats and what additional integrations may be needed to run optimally.

An often overlooked step in the onboarding process is the customisations or integrations. The product will either offer native integrations you can start using right away, or options where you can get a 3rd-party integrator to help. Once you have an understanding of your needs and how the integration will work, you need to ensure the relevant data points or unique identifiers match up across the system.

For instance, if you wanted to integrate Fleetio with a telematics provider, the relevant vehicle IDs or registration numbers need to be consistent for the data to flow seamlessly and for your results to be accurate from the start.

5. Forgetting the post-onboarding experience

An onboarding experience shouldn’t feel like it ended with a hard stop; rather, it should feel like the energising introduction of a book that leads you to new chapters.

Continuous education and access to additional resources are key to your lasting success with the product. Your post-onboarding journey should seamlessly transition you to a wealth of accessible information, as well as occasional prompts with educational content that highlight the benefits and usage of different features, leading you to more detailed information should you want to dive deeper.

You should also expect to have a clear view of how to seek help after your onboarding. We’ve all been there — sometimes you forget what you’ve learned at the start or only think of something after the onboarding, and it’s frustrating when platforms make it confusing to find help or make you jump through hoops to get support. Just like in the Fleetio Help Center, it should be clear as day what your support options are and where you can find them.

Hear what Tom Rowlings, Assistant Fleet Manager at City of Cambridge, Massachusetts, said about his experience as a Fleetio customer.

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Chelsea Collins from Fleetio

With a passion for helping others succeed, Chelsea guides customers at Fleetio as the Associate Manager of Scaled Customer Success. Based in Birmingham, Alabama, Chelsea draws from her BS in Communication Theory and background in customer success to ensure teams experience a smooth adoption journey and gain lasting value from the product. Chelsea is a true supporter of the Fleetyr team and is also known to many as a talented baker/peach cobbler expert. Learn more about Fleetio.