Customer onboarding can feel overwhelming for B2B teams.
Especially for those in the fintech space: requirement gathering, data cleanup, integrations, go-live...
But it doesn’t have to be that way.
In 'Onboarding new B2B customers: A fintech perspective', Abhishek Vora, Head of Customer Success at Mosaic, covers how a modern approach to B2B fintech customer onboarding can bring consistency, predictability, and visibility to your process.
Mosaic is a Strategic Finance Platform that acts as a compass for business leaders and sits at the center of the CFO tech stack—empowering finance leaders to make more profitable decisions.
In this webinar, you’ll learn:
1. Why customer onboarding is critical to your success
2. The customer onboarding process at Mosaic
3. How to bring your A game to customer onboarding every time
Legacy players in the area Mosaic operates are known to take anywhere between six months to a year to implement their systems. Mosaic wants to implement their software in a couple of weeks. So TTV is a key differentiator for them.
Mosaic is in the fintech space, so accurate data is key.
Mosaic has a practice in place that helps the team stay the course and ensure customer onboarding runs smoothly: They overcommunicate with their CS teams as well as their customers. This ensures that they stay accountable for their North Stars too.
We live in an age of Instagram reels and TikTok content, of quick value. Consumers are going to want that from B2B businesses too. And customer onboarding is a great way to show quick value.
Net retention is a lagging indicator of customer health. An important contributor to customer churn is rocky onboarding.
When you’re working in a fast-paced industry, the sooner you can create customer advocates, the sooner that will translate to online reviews and testimonials, which will, in turn, boost growth and bring down customer acquisition cost.
The CS team reports to the founders. It is divided into the following sub-functions:
See also: How Rocketlane saves ~120 hours every month for Mosaic
A large portion of Mosaic’s customers are B2B, though they do have several B2C customers too. Mosaic doesn’t segment customers in the traditional sense. They categorize customers based on
This is a common issue in fintech customer onboarding. Though there is no silver bullet for this problem, Abhishek recommends:
This is where Rocketlane helps Mosaic. Mosaic’s implementation team walks customers through their project plan via Rocketlane. The customer portal provides customers with visibility into project progress and CSAT surveys at milestones. The automated notifications help nudge customers to deliver on time.
Implementation metrics that Mosaic tracks via Rocketlane
A general CS metric that Abhishek keeps track of is MAU.