Streamlining Onboarding for an eQMS Company

Challenge

eQMS Solutions Inc. was grappling with an inefficient onboarding process that was draining resources and delaying time-to-value for their customers. The issues included:

  • A lengthy two-month onboarding timeline

  • High-touch processes that required significant manual effort

  • Complex training covering quality, regulatory topics, and product features

  • Limited customer success resources (only one team member)

  • High volume of support tickets related to basic product features and workflows

Solution

Safrela Consulting implemented a tailored, three-phase solution that transformed the onboarding experience:

  • Pre-Onboarding: Designed self-paced courses covering regulatory and quality topics to better prepare customers before live sessions.

  • Onboarding: Developed a streamlined process featuring concise, mini-product tutorials to reduce the learning curve.

  • Post-Onboarding: Built a comprehensive support center with on-demand how-to videos, reducing the need for live support.

Results

The changes were immediate and impactful:

  • Onboarding time was reduced by 50%, from two months to just four weeks.

  • Call duration decreased from 1-2 hours of training to 30-45 minutes of Q&A.

  • Support tickets for basic queries were significantly reduced, alleviating the burden on the customer success team.

"Manasi is an exceptionally skilled leader in spearheading and overseeing our training initiatives. She takes the time to truly understand our needs and our customers. She is highly collaborative and personable and consistently produces high-quality content. Throughout our extensive working relationship, she has consistently proven to be an invaluable resource for our teams."

— Jacob Graham MBA, CMDA, RAC, Co-Founder & COO, Enzyme