Fishbowl's journey towards expansion has been significantly fueled by our commitment to efficiently retaining our valued customers. Recognizing the pivotal role of renewals in our platform-centric business, we understood the urgency of delivering swift value to prevent customer churn.
Partnering with Brainstorm proved instrumental in revolutionizing our onboarding approach. By tailoring our curriculum to individual personas, we streamlined the time-to-value process and enhanced our go-live rates, all while driving down costs.
The results speak volumes: glowing feedback from our customers, boasting a remarkable CSAT score of approximately 4.60. Moreover, we've slashed our go-live timeline by an impressive 100 days and bolstered logo retention by 14 points. Undoubtedly, this initiative stands as a cornerstone of our revenue expansion narrative.
The seamless synergy between our team's expertise and Brainstorm's cutting-edge LMS system has propelled our success. Looking ahead, we are eager to extend this impactful program across our entire customer base, confident it will continue to drive our growth trajectory."
Prior CEO, Fishbowl
Meet Fishbowl
Fishbowl is a leading ERP system for inventory management, warehousing, and manufacturing processes. Their award-winning solution promises to give its clients full visibility into warehouse and manufacturing workflows, streamline integrations, and rapidly grow their businesses.
We really needed a way to get our customers onboarded more efficiently and start getting value right away. Automating key onboarding training and freeing up our implementation team was critical.”
Director of Support
BrainStorm’s solution was just the most flexible when it came down to the way we needed to design courses for our customers. We were able to easily envision and build scalable training flows that work for all of our customers.”
Director of Support
Rather than wait for clients to attend training webinars, join calls, visit their support site, and follow step-by-step instructions, Fishbowl was able to use BrainStorm to create a customer onboarding experience that is both highly tailored and highly automated.
BrainStorm Flow Builder
Fishbowl’s implementation team outlined the key concepts new customers need to understand as they launch the software and BrainStorm supported this new content creation. Fishbowl used BrainStorm’s Flow Builder to put it all together in dynamic, rich, and consumable onboarding flows.
Flow Builder operates like a flow chart that lets you set the course for users based on their behavior in response to emails, videos, polls, and the product itself. Fishbowl used this flexibility to map the various learning paths their customer accounts might need to succeed with their platform, ultimately creating a controlled choose-your-own adventure for their clients.
BrainStorm Triggers & Communications
When accounts encountered obstacles or simply lagged in their onboarding process, Fishbowl was able to leverage Triggers, an “if-this-then-that” capability, to pre-schedule reminder emails sent after incomplete actions are detected.
Fishbowl is honored and can attribute this award to our strong partnership with BrainStorm, our latest tool that facilitates implementation by providing customers with comprehensive video tutorials on how to utilize our platform, as well as addressing a wide range of frequently asked questions."
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