Customer completes setup independently
Scenario: A small customer adds company, property, users, sources, and documents.
Result: Customer reaches operational readiness without heavy internal help.
Implementation acceleration
Self-Service Onboarding + Assisted Setup
Self-service onboarding gives new customers a guided setup path while still allowing optional trainer-led or white-glove onboarding for customers who need more help.
ChecklistCompletion %AI data importAssisted onboarding
1. Feature Overview
The onboarding experience should reduce implementation friction without removing the option for human help. Customers can complete basic setup themselves, while internal operations can monitor progress and intervene when needed.
2. Onboarding Checklist
| Step | Purpose | Required? |
|---|---|---|
| Company profile | PMC details and contact info. | Required |
| Property setup | Community/property information. | Required |
| Logo upload | Branding readiness. | Optional |
| User invitations | Initial users and roles. | Required |
| Sources/categories | Reporting and lead routing readiness. | Required |
| Data import | Legacy lead/contact migration. | Optional/Assisted |
| Document Center upload | Pricing, policies, brochures, FAQs for AI readiness. | Recommended |
3. AI-Assisted Data Import
- Upload legacy CSV/export file.
- AI recommends field mapping into Journey templates.
- Human reviews uncertain fields.
- Save reusable mapping profile where feasible.
- Import status and errors are visible to customer/internal team.
4. Optional Assisted / Trainer-Led Onboarding
Self-service should be complemented by optional human-led onboarding. This allows customers who need more support to receive guided setup, training, import assistance, and document readiness help without blocking the self-service path for simpler customers.
- Trainer-led walkthroughs.
- White-glove setup support where commercially approved.
- Document Center preparation support.
- Data import and mapping assistance.
- Customer training sessions and handoff checklist.
5. Progress Visibility
Customer view
Completion percentage, remaining tasks, required vs optional steps, and links to setup screens.
Internal view
Customer readiness, blockers, incomplete steps, assigned trainer, and notes from support/implementation team.
6. User Cases
Operations team identifies blocked customer
Scenario: Customer stalls at data import.
System behavior: Internal view shows blocker and assigned trainer can intervene.
Result: Implementation does not silently stall.
7. Acceptance Criteria
- Checklist shows completion percentage.
- Steps support required/optional status.
- Users can resume onboarding.
- Internal team can see customer progress and blockers.
- Document Center upload is included as an AI readiness step.
- AI-assisted import is available where prioritized.
- Optional assisted/trainer-led onboarding is represented as a complementary path.