Customer experience
Onboarding overview
This outlines the typical onboarding journey. Exact steps and training options may vary depending on plan type or product.
1
Customer signs up
The customer completes the sign-up process and their account is created in the system.
2
Welcome email & order details
An automated welcome email is sent confirming the order and outlining what to expect next.
3
Customized account setup
Typically 1–3 business days
The account is configured and prepared. Once ready, it is released with everything needed to get started.
4
Account release & getting started
The customer is notified their account is live, with a getting-started package covering:
Included with account release
Login
Instructions for first-time account access
Setup
Basic account configuration and initial settings
Add-on product
Usage instructions for any subscribed Marketplace product (if applicable)
Tutorials
Links to product tutorials and self-serve learning resources
Support
How to submit support requests
Training
Available training opportunities (e.g. setup assistance, author training for Marketplace)