Onboarding & Success Plans

What happens after you sign up: Guided Onboarding to get your account configured, the Premier Success Plan for ongoing partnership, and the teams behind both.

On this page:

• Guided Onboarding
• Premier Success Plan
• Who you’re working with

Guided Onboarding

Guided Onboarding is a structured engagement for system administrators, delivered by an Onboarding Specialist who builds a customized plan around your product suite. A standard CRM onboarding runs 4 to 6 Zoom sessions over 4 to 6 weeks; adding Service or Marketing extends both the number of sessions and the timeline. Onboarding is complete once every session in your plan has run.

Core coverage includes:

• Object customization: standard and custom objects and fields
• Lead and Opportunity management: pipeline configuration
• Data integrity: imports and centralizing your data
• Insights and analytics: custom reports and dashboards

What’s included: a kickoff call to align stakeholders on goals and timelines, a scoping worksheet to capture your specific requirements, live expert-led product and admin training, and a designated Onboarding Specialist as a single consistent point of contact.

Premier Success Plan

The Premier Success Plan is an ongoing strategic partnership that picks up once Guided Onboarding finishes: the Onboarding Specialist introduces you to a Customer Success Manager, who works with you to keep usage aligned with your business goals.

With a Customer Success Manager, you get:

• Quarterly business reviews to keep goals clearly defined
• Recurring configuration and optimization sessions to improve adoption
• Recurring strategy sessions focused on planning and goal attainment

Insightly cites an industry statistic, that up to 70% of CRM implementations fail from poor adoption, as the reason these programs exist. Full pricing and plan details for Premier Success are on the Insightly website.

Who you’re working with

Four teams cover the period after the sale, each with a distinct role:

• Onboarding Team – runs the Guided Onboarding Program and hands off once it’s complete. Included with a Guided Onboarding purchase.
• Customer Support – ongoing technical support and troubleshooting via phone and email. See Contacting Support.
• Professional Services – custom account configuration, data migrations, and integrations (including AppConnect and AWS Lambda work), scoped under a Statement of Work and billed time and materials.
• Account Management – the ongoing strategic partner for Premier Success Plan customers: understands your goals, builds success plans, and monitors adoption. Included with a Premier Support & Success Plan purchase.