ePayPolicy did not have a customer onboarding solution in place prior to TaskRay. Instead, they were using basic project tracking capabilities in Salesforce. However, it was clear that this was not helping them achieve their goals of improving efficiency and scaling their onboarding processes.
For example, there was no easy way to duplicate repeatable workflows; they would have to create a new set of tasks for each new project. An even bigger problem was that they had no way of tracking key metrics like time to go-live. Without a way to measure how they were doing, ePayPolicy’s team struggled to know where to start – what were their biggest challenges? And when they did make improvements, it was very difficult to understand how they impacted customers’ experiences. This lack of visibility was hindering ePayPolicy’s ability to set and achieve their goals and bring their onboarding process to the next level.
When looking for onboarding solutions, Head of Operations Chris Olives felt the many different options seemed similar – until he learned about TaskRay. TaskRay was the only solution that sat right within Salesforce, meaning ePayPolicy could instantly hand off new accounts to the onboarding team. Plus, Chris could set up TaskRay quickly and easily by himself, given his familiarity with Salesforce and its intuitive interface. Once a project was kicked off, the team could use the Template Hub to select a template for each new project, rather than starting from scratch. Finally, ePayPolicy would gain visibility into how they were performing across projects thanks to TaskRay’s easy-to-use reporting functionality, which pulls in data from across Salesforce. Chris was delighted to find a solution that felt purpose-built for ePayPolicy’s needs!
Today, when ePayPolicy acquires a new customer, a new project is auto-created in TaskRay and assigned to an account manager, who pulls the appropriate templates to get the project started quickly. Recently, ePayPolicy’s offering has grown to include three new product families. With TaskRay in place, it is a snap to replicate onboarding processes and set up new templates for all new products. As a result, ePayPolicy’s customer onboarding processes are now highly efficient, repeatable, and standardized across all product families. To ensure customers are getting the best experience possible, TaskRay’s reporting functionality provides ePayPolicy with the ability to track key metrics such as time to go-live and time to first transaction so ePayPolicy’s onboarding teams can identify opportunities for continuous improvement. These efficiencies are not limited to onboarding processes – ePayPolicy employees have learned that TaskRay is a great fit for other project management use cases, such as tracking sales enablement training, sharing project timelines with external partners, and numerous other ad hoc projects.
