Learn how Sana Commerce is improving its onboarding process to deliver a seamless customer experience.

1. HOW TO ALIGN ACROSS
FUNCTIONS AROUND
ONBOARDING AND TRAINING
EMILIE DUBAU
Sana Commerce

2. ABOUT ME

3. WHAT MAKES ONBOARDING AT SANA COMPLEX
Long implementation
= Long time to value
Expensive
customisations
IT resource
dependent
Complex product
= Complex training

4. WHY ONBOARDING IS IMPORTANT FOR SANA
Active Customers are
a company-wide KPI
Part of invoicing can
only be done once
the project goes live
Impossible for
customers to see value
until they are live

5. THIS IS HOW WE DO IT (FOR NOW)
SALES
ONBOARDING POST-ONBOARDING
Sales Customer Success
E-commerce
Consultant
Project Manager
Standard Sana
Project Manager
Customisations
Technical
Consultant
Product Specialist
Technical
Consultant
Developers
Service Consultant
(only if customisations)
Customer Support

6. THIS IS HOW WE DO IT (FOR NOW)
SALES
ONBOARDING POST-ONBOARDING
Sales Customer Success
E-commerce
Consultant
Project Manager
Standard Sana
Project Manager
Customisations
Technical
Consultant
Product Specialist
Technical
Consultant
Developers
Service Consultant
(only if customisations)
Customer Support
All the functions highlighted in blue may have
direct contact with the customer.

7. CUSTOMERS’ FEEDBACK
“They are so many
people! Who should I
contact for what?”
“I followed 12 hours of online
training but I still don’t know
how to upload my content.”
“Customer Success
Manager? Who is this
person?”

8. THIS IS WHAT CUSTOMERS REALLY WANT
Make it easy!

9. THIS IS HOW WE WANT TO DO IT
SALES
ONBOARDING
● Welcome message
● Clear picture of the customer and his/her needs
● Training plan
● Fast completion of project
● Post-onboarding satisfaction survey
POST-ONBOARDING
GO
LIVE

10. THIS IS HOW WE WANT TO DO IT
SALES
ONBOARDING POST-ONBOARDING
Sales
Customer Success
E-commerce
Consultant
Project Manager + Team
Service Consultant
(only if customisations)
Customer Support
Sales

11. HOW TO GET THERE?
● Customer Success + Projects = 1 department
● Define Customer Journey: Make your colleagues see through the eyes of the customer.
● Change Management: Find your ambassadors in the projects and management teams.
● Simplify Onboarding Process: You don’t need a lot of resources! Start with an
Onboarding document.
● Collaborate with tools: Enable collaboration and transparency between the Customer
Success and Projects teams with the right tools.
● Read (a lot): This will help you find the arguments to convince.