Reducing Customer Friction Between Time of Sale and Cloud Software First Use

When customers purchase Cloud/SaaS software, post-sale there is work to setup, configure, administer access, etc. This area can be a source of customer experience friction if things don't go smoothly here or take too long to complete. Depending on the software, some customers may have dozens of users to get set up, and the users may also be 3rd party company employees who are doing work on behalf of the customer.

At your company, are you seeing this Sale-to-Setup workflow as an area that is generating issues or customer experience friction?

Did you have any learnings that you can share with the Community about how you were able to make the process smooth and/or ensure the setup of customers happens quickly & accurately?


  • Edly Villanueva
    Edly Villanueva Moderator | mod

    Hello @Neal Hatton, great questions for the TSIA Exchange community. To get started, let me pull in the following for their insights and thoughts to your questions. Hi @Ashok Gunasekaran @ToddRegonini @Daniel Coullet @SorenMarklund @Alexander Mundorff @JosephReifel any learnings you can share with Neal on this topic?

    Thank you!

  • GailPropson
    GailPropson Founding Partner | Scholar ✭✭

    @Ashok Gunasekaran What was the impact to our customer feedback data after you implemented the changes?