What is BigSteps?
BigSteps (bigsteps.io) enables businesses to turn new customers into your biggest cheerleaders for growth. It consolidates all the tools in the value chain of providing worldclass onboarding experience (OBX) to your customers resulting in faster revenue realizations, improved customers satisfaction, accelerated time to value & increased profitability.
We work with onboarding teams & professional services teams across the globe to rapidly evolve their customer onboarding experience (OBX).
Why do we need a Customer Onboarding Experience (OBX) platform?
Sales, marketing, and customer support in SaaS have evolved into streamlined processes. With refined tools and expectations, it’s easier now to establish stellar buyer experience. We don’t use spreadsheets for these functions today, do we? However, surprisingly, new customer onboarding often still relies on slide decks, pdfs shared over email, spreadsheets, google docs, Trello, Asana.
Poor implementation is a major contributor to customer churn. While pre-sales teams effectively leverage CRMs and workflows to prevent errors in deal executions, resulting in improved win rates, the application of these pre-sales tools in post-sales processes often leads to inefficiencies in delivering the experience your customers truly deserve.
We've studied how teams use various tools for customer onboarding. From these insights, we crafted a single, unified product, specifically built to streamline customer onboarding experience.
Poor implementation is a major contributor to customer churn. While pre-sales teams effectively leverage CRMs and workflows to prevent errors in deal executions, resulting in improved win rates, the application of these pre-sales tools in post-sales processes often leads to inefficiencies in delivering the experience your customers truly deserve.
We've studied how teams use various tools for customer onboarding. From these insights, we crafted a single, unified product, specifically built to streamline customer onboarding experience.
What is our approach?
Our product implements 'Kaizen,' a technique derived from Six Sigma, a quality management methodology. The Japanese term 'kaizen' signifies improvement, whether one-time or continuous, large or small. As time advances, this approach facilitates ongoing enhancement of your onboarding process, laying down a new benchmark for performance with each improvement cycle.
At BigSteps, we have incorporated an improvement cycle inspired by the scientific method. Known as the 'Deming Cycle' or 'Deming Wheel,' this concept was introduced by W. Edwards Deming in Japan in the 1950s.
This cycle includes four stages
| Plan | Define the goals and expectations, outline key milestones, and establish mutual alignment with your customers during the project planning stage. |
| Execute | Onboard your customers and train the end users on how to leverage your product to achieve their business goal. Configure your product to align with their core use-cases. |
| Analyse | Evaluate the results in terms of performance and user feedback. This analysis directs the next steps in the cycle. |
| Improve | Standardize and stabilize the changes or revisit the cycle. Any deviation from the defined parameters is corrected to prevent reoccurrence in future projects. |
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