About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Implementation Guides are typically presented through email, as PDF files, within a help center, or even simply a Google Doc. These methods are a great starting point, but as your organization scales and as your customer base matures, you may want to consider sharing a guide that is more collaborative, personalized, and dynamic.
Using Vitally Doc Templates, Customer Success teams can create dedicated workspaces for customers to streamline implementation and accelerate time-to-value (TTV). Teams can also create tailored Implementation Guides by using variables to automatically pull in relevant customer data.
Krista Olson, a Senior Solutions Architect at Vitally, uses this Implementation Blueprint to provide consistent and memorable onboarding experiences at scale.
Preview of Blueprint
When to use an Implementation Blueprint
This Blueprint should be used when your team is mapping out the Implementation process for a new customer. Vitally’s Implementation Blueprint allows teams to customize account-specific data and automatically include implementation-related instructions and resources.
In the example above, you’ll find a sample introduction, a timeline and expectations overview, sample To-Do’s for your customer, and a resources list. Each of these sections can be easily adapted to fit your team’s needs and can serve as a great source of inspiration.
KPIs Impacted
- Time to Value (TTV)
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
What data points or information will you need to complete or add?
You will need to edit various elements within this Doc Template to fit your organization. For example, the ‘What You’ll Need’ list and ‘Additional Resources’ sections will be very product-specific.
Once you’ve templatized your Implementation Guide, you can then easily apply this Doc to new accounts as they come on board. This way, teams do not need to build an Implementation Guide from scratch each time in order to personalize it for each customer.
How can you customize this for other use cases?
Implementation Guides are unique to each company and team. Doc Templates make it easy for organizations to adapt and customize a variety of sections to fit their needs. For example, you can add in your customer’s specific KPIs, project timelines, goals, resources, and more. You can also create separate Implementation Guide templates for each product and team you serve.
With Docs, you can interchange different Account Variables (i.e., customer data points) as needed, but also ensure a consistent experience with standardized sections (e.g., every account might have the same sign-up process that needs to be completed with your software).
Going beyond Docs
What’s next after you’ve created and shared your Implementation Guide? Using Vitally’s automation builder, you could set up a workflow that detects if an account is not fully onboarded. You could then trigger Tasks for the Implementation Manager to investigate and/or send an automated follow up email.
Vitally Docs, Projects, Notes, and more provide B2B SaaS teams with a comprehensive system to be more efficient and productive. Learn more about how to work smarter and faster with Vitally.
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We're now accepting submissions to our Blueprint Library to showcase how Customer Success leaders are creating best practices to help scale productivity and collaboration across their teams and customers.
