Inline Manual

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a project management SaaS company. We’re an online project management tool for data and analytics teams.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Inline Manual?

We needed to build a fully automated customer onboarding experience. We wanted it to directly and seamlessly integrate with our platform. Since it’s part of our broader business model, we depend on it.

SOLUTION

What was the scope of their involvement?

Inline Manual does active onboarding user adoption. We’ve implemented that through our other provider in the backend, and now we’re in the process of building those user adoptions and onboarding experiences with the platform itself.

What is the team composition?

I work with a customer success manager. It’s more of a self-service type of service.

How did you come to work with Inline Manual?

I found them through search engine research. We were looking for a provider that did onboarding user adoption. We tried a couple of vendors, got some free trials, and integrated them with the platform, but Inline Manual was the best fit.

They had the quickest and simplest version that we could find, and it was also the most feature-rich. Their adoption was incredibly easy, and we felt that meant that they were the most capable company.

How much have you invested in them?

We pay $200 a month, so we’ve spent $1,000 so far, and it’ll continue increasing.

What is the status of this engagement?

We started working together in May 2021, and it’s still ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We haven’t released the onboarding to our customer base yet, but we’ve created 40 different walkthroughs through the platform. We can tweak it over time, so that’s pretty good.

How did Inline Manual perform from a project management standpoint?

On the few occasions that we’ve had to interact with one of the people there, they’ve been incredibly quick with their responses. They usually take a few hours, which is within the service-level agreement that they’ve stipulated.

What did you find most impressive about them?

The adoption and onboarding process is excellent. It’s really easy to implement their service. Inline Manual sells the ability to make it easy to use the service.

Are there any areas they could improve?

Some of their knowledge base articles are a little bit rudimentary, but that’s about it. There’s nothing to write home about.

Do you have any advice for potential customers?

Don’t be afraid to ask for help. If you do need a customer success manager or some help, it’ll be there for you.