One way to think about when "Customer Onboarding or Implementation" happens is generally any time a product or software is SOLD. (ex: via online demo, salespeople or signing a contract..)

Most companies that have sales people (Account Executives, "AEs") have a corresponding success people (customer success "CS", onboarding specialists, or account managers).

Of course in SaaS, the focus is often on customer retention and ensuring they have a wonderful experience. The more companies think through the customer journey, the more they realize customers are losing faith in the products & services they use when the onboarding is poor. Sometimes, it can be fixed with product, other times however, it must be addressed by people & process.

The product is for modern customer success teams specifically at SaaS and service companies who are looking to manage, automate & streamline THAT onboarding and implementation process.

Companies are using spreadsheets today because its more organized than post-it notes and email. They are trying to make it easy for customers to receive value from their software/service and the first step is often to configure it so the rest of the buyers can use it effectively.

Sometimes, or even oftentimes, software built for non-technical folks require other teams and departments to assist, integrate or sign-off on this process. It may become painful and disorganized, generally a lack of transparency and visibility lead to delays in configuration, implementation and causes frustration while creating a subpar customer experience and is one of the primary reasons for customer churn.

Because of this, some companies are looking for ways to: 1) Automate the list of tasks (who needs to do WHAT, by WHEN, and HOW) & with notifications to remind folks they have tasks to complete 2) Provide visibility to all stakeholders (internal & external) so everyone can see where the blockers are and stay on track (transparency often creates accountability) 3) Streamline a scalable, repeatable process for an onboarding team can manage hundreds or even thousands of concurrent clients being onboarded at any given time

This is what we are helping companies solve.