Onboarding customers

to Business Central

Jacob Winther – Design Manager

Søren Alexandersen – Program Manager

Agenda

• Why invest in onboarding ?

• The onboarding vision for Business Central

• The out-of-the-box features

• Guidelines & best practices

• Tools at your disposal

• Scenario examples

• Summary & actions for you

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Why invest in customer onboarding to Business Central?

Opportunity like never before

Worldwide business software spend

2020

$ 529bn

2021

$ 598bn

2022

$ 669bn

Source: Gartner

Overlapping desires

Customer Reselling Partner

ISV

Service PartnerSpeedy & Lower Cost

Implementation

RepeatabilityROI & Value

Scale

Onboarding for whom?

SMB But what is a small and midsized business?

Micro Small Midsized

Gartner <100 employees

<$50m revenue

100-999 employees

<$1b revenue

EU <10 employees

<€2m revenue

<50 employees

<€10m revenue

<250 employees

<€50m revenue

Microsoft 10-250 employees

…

Onboarding for whom?

Business size

(employees

or revenue)

Simple

Micro Enterprise

Business process

complexity

Complex

“the sweet spot”

Scale is key

Scale

… is needed to seize it

Automation &

self-service

… needs to drive it

Opportunity

…….

… is there

What is Onboarding … precisely ?

The act or process of integrating a new employee into an organization, or familiarizing a new customer or client with one's products or services

Definition of Onboarding

Oxford Eng. dictionary

The act or process of integrating a new employee into an organization, or familiarizing a new customer or client with one's products or services

Definition of Onboarding

Oxford Eng. dictionary

Voice of the customer

“Way too many

setups involved.”

“Migration [of transactional

data] too difficult.”

“Consultant assistance

a bottleneck for total

onboarding time.“

“It took about twice the

time to learn to work in

BC compared to NAV.”

“Access to the data is really

challenging to learn. Need

visual guides for process flow.”

“Figuring out

compatibility for

plugins is complex.”

Customer top 3 headaches when onboarding

1Migrating data

2Implementation

3Learning to use

Vision

Customers can

discover, explore,

and get started

Users can finalize/do

the setup themselves

Partners deliver their

Knowledge-as-a-

Service/App

Users easily learn as

they go, and can refer

to in-depth docs/videos

when they want to

Customers can find, explore, and start using

Business Central + apps by themselves

“Familiarizing” … as seen by the customer

Discover Through marketing, sales calls, word of mouth, etc.

Through feature descriptions, videos,

demos, evaluation & trialsUnderstand

Through implementation,

customization, extension, configurationSet up

When onboarding completedGet value

Demo

The new features for onboarding

Onboarding features

Extensible

checklists to

show off BC and

guide users

through setup

Role center tour

to introduce the

overview and

insights

Extensible page

tours to educate

users about the

page’s prominent

concepts

Spotlight tours

on any card

page to

highlight the

key selling

points

Automated

deployment

including

extensions,

configurations,

and users

Guidelines

Banner

Purpose Greet the user, make people feel expected and welcome. Set the stage for what is next.

Function Displays at the time of sign-in if a user has “guided experience” items assigned.

Guidelines Use banner for special events only, such as first sign-in, core setup tasks, upgrade, etc.

To stay special, the banner should not appear to a user more than 1-2 times/year

Checklist

Purpose Prominently present a set of

“guided experience items” for the

user to follow

Function Displays the guided experiences

that the user has been assigned

based on their role

Guidelines Few is better, don’t overwhelm!

New profile/role for “Business Manager Evaluation”

Page teaching tip

Purpose Engage and educate the learning

user about what a page is for.

Function Appears on pages that have it

defined. Offers choice to launch tour.

Guidelines Be brief. Be brief. Be brief. Focus on

why this page exists, less on the what

or the how.

Field/action teaching tip

Purpose Explain key concepts of the

primary fields and actions on a

page

Function Appears in sequence as a tour

that the user can take

Guidelines Max 3-4 teaching tips on a page

Do not use for process guidance

Detailed info is best in tooltips

Tour sequence is defined by

order of appearance on the page,

not via AL or metadata

Spotlight tip

Purpose Prominently present certain features

(Teams/Excel) on a page of choice

Function Calls up the page and opens the spotlight

tip with a customizable introduction text

Guidelines Use an introductory text that explains the

feature in scope of the chosen page

Onboarding scenarios

dynamics.com Cronus demo “My” company(contact MS

partner)

“partner.com”

trial

Cronus

+apps & config

“My” company

+apps & config

“partner.com”

go live

“My” company

+apps & config

Customer journeys

trial

“partner.com”

go live

“My” company

+apps & config

▪ Customer is live

▪ Cloud tenant created (via API)

▪ Choice of apps & config loaded (API)

▪ Customer’s admin/owner signs in

▪ Admin/owner completes checklist

▪ Employees sign in, get welcomed

What makes a great checklist ?

For trial/evaluation

Introduce your most important value

proposition(s) with as little friction as

possible for the user

Do:

do consider the intended audience

do start with a simple task/item

do vary checklist contents (video, etc.)

Don’t:

do not overwhelm

do not ask the user to set up anything

For go-live/production

Get users ready for work! Provide

checklist with any necessary setup,

review, and learning options

Do:

do provide role-oriented checklists

do start with a simple task/item

do pre-configure as much as possible

Don’t:

do not have more than 7 tasks/items

do not set up features until needed

Summary

Template configs: Build for repeatability +

Checklist: “Digital guides” +

Wizards: Just-in-time configuration +

Video and tours: Training and education

= Customer self-served, ready to go!

Check out the Onboarding Workshop tomorrow, Thursday at 11.00 in room Amber 1+2

Learn more at your own pace:https://aka.ms/BCOnboarding

We said it before, but…

We’d love your feedbackIt helps us improve

Please rate this session!

Thank you!