Unit4 + Turtl | Case study | Turtl
How recruitment and enterprise software company Unit4 used Turtl to revamp their customer onboarding processes.
*Unit4+ Turtl* A new approach to customer onboarding
How new customers at Unit4 are able to hit the ground running
*Overview* The story in a nutshell
Unit4 used Turtl to create welcome kits for the purpose of onboarding new customers, informing them of what's available to them in 2021, as well as keep them abreast of coming up in the future.
By migrating their welcome kit creation process to Turtl, Unit4 has been able to create highly interactive, easy to consume onboarding kits that not only engage customers, but allow them to derive new insights about customer needs right from the start.
By using Turtl Personalization, they were able to take this process to the next level.
8x engagement on personalized welcome kits
50% reduction in bounce rate
Unit4 builds enterprise software that transforms work and how people feel about it, so you and they can thrive.
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*Challenges and objectives* A better way to onboard customers
How to deliver on customer needs from day one
Great customer-facing teams know that a strong onboarding process is about more than just teaching users the basics of a product.
The entire process must be centered around answering a simple question: what does the customer need?
1. Speed up onboarding
How can onboarding processes be improved to help customers hit the ground running?
2. Provide a personalized experience
What can be done to make sure each and every customer gets a personalized experience, just for their needs?
3. Generate insights throughout the process
How can the onboarding experience be used to generate new customer insights?
4. Keep customers informed
Is it possible to continue leveraging welcome kits to keep customers informed?
*Solution* Personalized kits for every customer
Boosting engagement and gaining insights
Crafting the perfect welcome kit - automatically
How it works
Step 1: Create
Use Turtl's drag-and-drop editor to quickly produce content packed with interactive widgets.
Step 2: Personalize
Decide which aspects of your content you want to tailor, like name, logo, video, or even entire pages.
Step 3: Automate
Generate custom versions of your content one person at a time, or for a list of thousands.
Step 4: Analyze
Monitor the performance of your content overall and drill down into the analytics of each personalized version.
By implementing Turtl to create personalized welcome kits for new customers, they saw an immediate jump in performance.
So far, onboarding kits have been translated into 10 local language versions. This content can be copied and reflowed easily, saving time and money on localization development.
The decision to localize welcome kits was validated immediately, with very high read times on local language versions. This resulted in higher engagement, and helped establish Unit4 as a trusted source of information for newcomers.
39% of customers returned to the documents multiple times - The ability to amend and delete pages on the fly meant content always relevant and correct for these return readers, and provides compelling evidence that welcome kits can be more than just day-one material, but a continuously evolving resource for customers throughout their journey.
They also gained a greater understanding of the most and least important subjects for new customers, enabling them to craft new content and deliver even better experiences going forward.
Read times were 4x higher compared to previous iterations of the welcome kit
Videos in personalized welcome kits were also viewed for 8 minutes on average, compared to 1 minute in standard kits
Now that the question of how best to handle new customers was settled, Unit4 turned their attention to existing customers, and developed another program: Customer Guide 4U
By utilizing the Turtl's Batch Personalization, Unit4 was able to personalize and send customer guides to all existing customers via Marketo.
All customer guides are personalized to match the needs of each customer and, because they're not static content, are easily maintained and updated to continue driving value as a trusted source of information throughout the customer lifecycle.
*Results* New insights, better outcomes
A better customer experience through personalized content
RESULTS
The perfect welcome kit for every customer
Performance:
4x longer read time
8x engagement
50% bounce rate reduction
Every step of the customer journey counts. Turtl's easy to use content creation studio, combined with the power of the Turtl Personalization Engine has made it simple for Unit4 to not only streamline the creation process, but make certain that each and every customer receives the right content for their needs. With the help of Turtl Analytics, this content continues to evolve and improve performance, continually increasing customer satsifaction throughout their journey.
