The Challenge
Forto account managers were typically spending around 30 minutes onboarding each customer while also answering repetitive questions. With a rapidly growing customer base, this approach was no longer scalable and was not delivering an optimal customer experience.
The challenge was to streamline customer onboarding and make it more scalable while maintaining the quality of a high-touch onboarding experience.
How Userlane Helped
Forto implemented Interactive Guidance to streamline onboarding and improve the customer experience across their logistics platform. When comparing user groups onboarded via Userlane to those who were not, Forto saw a marked difference in conversion rates.
The key objectives were:
- Increase the conversion rate from sign-up to quote request for e-commerce customers
- Reduce overall time spent onboarding individual users
- Deliver a streamlined user experience requiring minimal effort
The Impact
After implementation, Forto decided to expand Userlane at a larger scale across all customer segments based on the positive results.
- 33% reduction in user onboarding time
Without having to regularly update onboarding material or spend one-on-one time with customers, Forto drove down the time to onboard users significantly.
- 10% increase in conversion rate from sign-up to quote request
Conversion rate increased from 81% to 91% by providing a streamlined user experience.
