SaaS implementation can often feel like a high-stakes race for solution providers. On one hand, providers are consumed by pressure to help clients realize returns on their investment faster. At the same time, they want to be able to demonstrate swift client onboarding as one of their market differentiators. Together, these variables can make crossing the finish line as fast as possible the priority for solution providers.
While speed is an important part of SaaS implementation, it’s only one layer of an effective process. As a solution provider, you need to give clients time to adjust to their new SaaS solution and a new way of doing business. Skipping over this critical step will only lead to frustrations down the road, when clients move from SaaS implementation to support.
Here are some change management strategies you can use to support your clients.
1. Collaboratively Plan with Clients
When a client’s perspectives and needs are taken into account, odds are the SaaS implementation will be better received and the solution will be effectively adopted.
Kick things off with a joint planning session that involves sales, onboarding, support, and stakeholders from your client’s side. While providing an introduction to your team, it’s an ideal opportunity to dive deeper into a client’s unique workflows and requirements and weave these elements into their SaaS implementation. You may find that clients require specific customizations or integrations with other business systems, and you can account for these variables in the onboarding process.
It’s also beneficial to involve client stakeholders when mapping out the implementation roadmap. Having their input ensures that the roadmap accounts for any challenges or constraints that can impact not only the timeline of the project but also its success. It’s an easy way to effectively manage client expectations and build trust early on.
2. Customize Onboarding Workflows
Every client has their own way of doing things. While your SaaS implementation process should be consistent across clients, there’s value in having flexible workflows.
Consider this in the context of training paths. A client may have a wide range of users, with varying levels of software proficiency. When you can customize onboarding paths, you’ll ensure that each user can access the training resources that are relevant to their responsibilities. Administrators will have access to detailed configuration knowledge, while end users will have a good understanding of your solution’s daily functionalities.
Another way to think about this is in terms of integration paths. If your client needs to connect your solution to third-party applications, you should have the flexibility to create an onboarding workflow that accommodates this technological need. It will help reduce the complexity of managing the integration and ensure project timelines are accurate.
3. Deliver Helpful Training Resources
Resistance to SaaS implementation often stems from fear of the unknown. As clients depart from familiar workflows and established routines, they are often apprehensive about how they’ll adapt to the new solution and what it will mean for their productivity.
Training materials help address these concerns head-on. Whereas comprehensive user manuals can offer detailed overviews of SaaS functionality, interactive videos can zero in on how to use specific features relevant to a client’s needs. Knowledge base articles and FAQs, meanwhile, help clients independently troubleshoot issues.
Through these training materials, clients can become more proficient with your solution and feel empowered in its use. The more confident your clients feel, the more likely they are to embrace the change.
4. Provide Reliable Client Support
While providing clients with self-service support resources, the human element can’t be replaced. Clients should have easy access to their onboarding reps when questions or concerns arise and receive fast responses to empower a smooth SaaS implementation.
To this end, establishing clear communication channels is key. When clients have a dedicated contact for support, it makes it easier for clients to get timely answers. At the same time, this personalized relationship makes clients feel more valued throughout the implementation process.
Ideally, the portal where clients can reach out for support is also where they can get a real-time view of project progress, milestones reached, and any issues along the way. Proactively providing these updates keeps clients informed and engaged at all times.
Balancing Speed & Quality in SaaS Implementation
In the fast-paced world of technology, it’s not surprising that speed is a priority in SaaS implementation. But the quality of the experience deserves a seat at the table too. As a SaaS solution provider, you have to spend time making sure clients are comfortable, frequently follow-up with them, and have empathy for the change they’re going through.
With Setuply, a client onboarding automation platform, you’ll have the means to balance speed and quality in SaaS implementation. While streamlining onboarding workflows through automation tools and customization capabilities, you can easily collaborate with clients and keep them engaged in the process. Request a demo to experience Setuply!