Transforming Partner Onboarding and Training for Simpli San
Back office data entry & document import
Knowledge Management and Learning Design
Overview
Simpli San is a German cloud-based medical supply distribution and management software that provides a complete solution for stores selling medical equipment, from stock management to integrations with insurance companies.
Challenges & Solutions
Whether you’re looking to optimize current tools or custom-build new products, we offer the option to tailor the right tech solution alongside our partner IT agency CoreLine.
Urge to transform the existing client onboarding and training model into a more scalable one.
Backlog in client support tickets.
Lack of collaboration between Support and Development teams on new product features.
Simplifying client onboarding through
e-learning
Client training and onboarding mainly relied on the founder and top-level management to introduce the client to the Simpli San software and its capabilities during in-person visits – an approach that was not fully scalable as the number of clients continuously increased.
Our dedicated Training team worked on developing online courses, and technical documentation for the platform tailored to Simpli San's needs alongside the outsourced design and software development teams from our sister company, CoreLine. The new LMS platform enabled not only easier management of the client onboarding process but also the possibility to educate clients on the latest product updates.
Divide-and-conquer approach for various support needs
Simpli San's software relies on a combination of frequent data inputs, such as insurance companies' specific product coverage, that are then fitted into the client's custom Simpli environment.
To further streamline the onboarding process and increase client satisfaction, a Services team that handles individual client data inputs and configuration was separated from the Support team, which handles standard client inquiries during onboarding and beyond.
Dividing Support and Service roles into separate teams enabled quicker turnaround time for building custom client environments and overall client onboarding, quicker resolution of day-to-day support tickets, and consequently, the launch of real-time client support. We also built a robust knowledge base and FAQs for easy information access for the Support team.
Bridging the missing link between Support and Development
Lack of visibility into all existing requests assigned to the Development team, combined with the Support team’s limited understanding of more complex client development requests and their priorities, led to overlapping or insufficiently articulated development tasks. A new role was introduced to close the critical gap between the Support and Development teams.
Resolutions Coordinator assesses the development tickets opened by the Support team, decides on the prioritization, and advocates for ticket resolution with the developers. With a deeper understanding of product development, Resolutions Coordinator is also in charge of testing the delivered solution, creating technical documentation sent to the clients, and educating the Support team on the newest product updates.
Tailor-made client onboarding and support solution
Step 1
Service Team transforms provided client documentation into data inputs for the custom Simpli San environment.
Step 2
E-learning platform developed by the Training, Design & Software teams provide self-learning modules to familirize with the software before and after in-person onboarding.
Step 3
Support team assist with any additional inquiries and receives development requests.
Step 4
Resolutions Coordinator prioritizes and oversees development of the new product features and educates the Support team.
Step 5
Training, Design & Software teams develop new modules based on latest product updates to empower existing users.
Working as one
When outsourcing, Simpli San chose a nearshoring partner capable of swiftly adapting to the complex product they would support with a proactive approach to addressing the challenges that rapidly expanding scale-ups face.
