How to Onboard Enterprise Users
Enterprise onboarding is a different beast from SMB onboarding. Multiple stakeholders, complex integrations, and higher expectations require a structured approach that combines automation with human touch.
Create role-based onboarding paths
Admins, managers, and end users each need different onboarding. Build separate product tours and checklists for each role.
Design a phased rollout
Break onboarding into phases: account setup, admin configuration, team onboarding, and optimization. Each phase has clear milestones.
Build admin setup guides
Create comprehensive tours for SSO configuration, permissions, integrations, and team management. These complex tasks need step-by-step guidance.
Create end-user onboarding at scale
Design self-serve product tours that end users can complete independently. Enterprise accounts may have hundreds of end users who cannot all get 1:1 training.
Establish success milestones
Define measurable milestones for each onboarding phase. Share progress with the customer champion to maintain momentum.
Provide ongoing education
After initial onboarding, use smart tips and announcements to drive deeper adoption of advanced features over time.
Pro Tips
- Assign a dedicated onboarding specialist for enterprise accounts, supported by in-app automation.
- Create a shared success plan with timelines, owners, and milestones.
- Record training sessions and make them available as on-demand resources.
- Build a champion enablement kit with materials to help internal advocates drive adoption.
Conclusion
Enterprise onboarding succeeds when it balances scalable automation with strategic human touch. Use in-app guidance to handle the majority of education while reserving human interaction for high-value moments like kickoff calls, milestone reviews, and escalation support.
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