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Overview
Our client had a largely manual onboarding process that took prospects from the website into a process that included the exchanging of DocuSign contracts before the user could access the platform.
Location
Canada
Client
International Software Company
The Opportunity
We saw an opportunity to digitize this process. This required liaising with the legal department regarding electronic contract signing, planning and mapping the process to the HubSpot CRM. This cut the entire registration process down from seven days to 24 hours.
The Plan
We had to align 5 teams: legal, financial, customer service, sales and marketing, in order to make this project a reality. We built a new website following UX best practices to direct traffic and improve the customer journey. We created a support area which we integrated with HubSpot Service Hub to corral support inquiries out of the sales channel. We created an online demo area with a gated form to capture prospects not yet ready to make contact but interested in service. As planned, we digitized the new customer onboarding process, completely integrating it with HubSpot.
Form Conversions
Doubled
New Account Registrations
Doubled
Zero Human Contact
36%
The Results
- In the first week new form submissions doubled.
- Accordingly, in the first week, new account registrations doubled.
- 36% of the new account registrations occurred with zero interaction with a salesperson and the process was completed digitally.
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