You’ve finally found the right platform. The demo looked great. The promise it holds for your business is exciting. Your team is ready to roll.
But before you dive in—have you asked what the onboarding experience is actually going to look like? For many organizations, what happens after signing the contract isn’t always what they expected.
Wait, This Is What Our Onboarding Process Looks Like?
At first, it’s exciting. You’ve chosen a new platform. Everyone’s aligned. You’ve had the kickoff call. There’s energy, optimism, and maybe even a sense of relief—finally, we’re moving forward.
Then the emails start.
At first, they seem manageable. A welcome message here, a spreadsheet there. But soon your inbox is overflowing—messages from multiple contacts, overlapping to-do lists, document requests with no context or deadlines, and subject lines that all blur together. You’re asked to track your onboarding in a spreadsheet you didn’t create, filled with tabs you don’t fully understand.
Next comes the data upload. You’re told to drop sensitive business information into a shared drive, but the link doesn’t work. Or you need special access. Or it’s the wrong folder altogether. You flag the issue, but no one replies right away.
Eventually, you get a call on the calendar. But instead of moving the project forward, you spend it reviewing what’s already been emailed and listing tasks that feel vague and out of sequence.
You're doing your best, but it's unclear who owns what. What's urgent? What’s done? What’s missing? No one seems to know for sure. The momentum you had in the beginning is gone.
Now you're not just managing a software rollout—you're managing the onboarding itself. You start to wonder, Is this really how it's supposed to go?
You’re Not the Only One Who’s Felt That Way
At Setuply, we’ve had countless conversations with solution providers—and their clients—who’ve shared similar stories. They signed on with high hopes. But when it came time to actually implement the solution, things fell apart.
Instead of a guided, well-structured experience, they were met with a patchwork process: disconnected systems, inconsistent communication, and unclear expectations. Every question answered led to two more. Deadlines slipped. Teams grew frustrated. Momentum stalled. The software that once felt like a game-changer quickly became a source of stress.
It’s not that the product didn’t have potential. It’s that the path to realizing that potential was never clearly paved.
This is where so many implementations go sideways: the software is strong, but the onboarding process isn’t built to support real people, in real environments, with real business pressures.
The good news: There’s a better way forward, one that’s transparent, secure, and truly collaborative. Clients feel supported, not sidelined, and empowered, not overwhelmed.
What To Expect (And Ask) Before You Get Started
Before committing to a new platform, take a step back and ask the questions that actually impact your experience. Because a smooth onboarding process doesn’t happen by accident—it’s built with intention.
What will our onboarding journey look like from start to finish?
Ask for a clear outline of the onboarding phases, key milestones, and expected timelines. A vendor should be able to walk you through the process—not just in theory, but in a way that’s been proven to work for teams like yours.
Will we have a clear, shared plan—and who’s guiding us through it?
Successful client onboarding requires structure and accountability. Make sure there’s a dedicated project owner or implementation lead on the vendor’s side who will serve as your point of contact, keep things on track, and proactively address roadblocks.
How will our data be collected, handled and protected?
Data transfer is often one of the most complex and sensitive parts of onboarding. Ensure the vendor uses secure, compliant systems for collecting and staging data and that they have protocols in place for validation, transformation, and long-term protection.
Will we have one place to track progress, share documents, and stay aligned?
If updates live in emails, spreadsheets, and scattered folders, things will slip through the cracks. Ask if there's a centralized platform or portal where your team can view live status updates, upload assets, and collaborate with your client onboarding team in real time.
How flexible is the process when things change or challenges arise?
Look for signs that the vendor can adapt to shifting priorities or unexpected delays without derailing the project. Ask how scope changes, team bandwidth issues, or technical hiccups are typically handled.
What kind of support will we receive—not just now, but long-term?
You want a partner who’s thinking beyond go-live. Clarify what post-onboarding support looks like—how questions are handled, how success is measured, and whether you’ll have continued access to the right resources.
That’s Where Setuply Enters the Picture
We help software providers give you, the client, a better experience from day one. That means:
- A centralized, secure portal that keeps your onboarding organized
- Automated workflows that guide everyone through the process
- Real-time visibility, so you're never left guessing
- Secure data handling that meets your compliance needs
- A collaborative, human-centered approach every step of the way
Because when client onboarding is done right, you don’t just go live—you move forward with confidence.
Feel Informed, Empowered & Supported
Before you get caught up in the excitement of your company’s next big software move, take a moment to pause and ask the right questions. Make sure the answer includes a process that’s just as thoughtful as the product.
At Setuply, we believe software onboarding should feel like a partnership, not a project you’re left to manage alone. That’s why we work with solution providers to deliver seamless, secure, and scalable onboarding experiences—so their clients (you!) can focus on outcomes rather than obstacles.