Flowla
How We Help CS Teams Streamline Onboarding Without Losing the Human Touch
Every CS professional knows how frustrating it is to be constantly repeating yourself. Not just in customer meetings, but in follow-ups, document sharing, “just checking in” emails, and explaining next steps again and again.
If you're at a SaaS company where onboarding is still managed through Google Docs, Excel sheets, and long email threads, where every CSM has their own way of doing things, you’ve seen the chaos. Some send kickoff checklists via email, others build Notion pages, and some explain it all on calls and hope the customer remembers. Naturally, customers ask, “What’s next?” or lose track of who’s doing what. It slows things down and makes even the best teams seem disorganized.
That’s where Flowla steps in. It gives CS teams a shared space where all onboarding steps live – visible to both your team and the customer. One CSM can create a reusable template with key milestones, links to training videos, and short instructions for each stage. When a new client signs, all the CSM needs to do is personalize the flow and share a single link.
The impact is immediate. Customers no longer need to chase updates or dig through threads. They can just open the flow and see: “Here’s where we are, here’s what we’ve done, and here’s what’s next.” It also gives the CS manager a way to see how onboarding is progressing across accounts without asking the team for status reports.
Flowla now also supports workflow automation, making it even easier to reduce repetitive tasks. Follow-ups can be auto-sent when a milestone is reached, internal notes can sync straight into your CRM, and check-ins can be triggered after periods of inactivity, all without lifting a finger. These small time-savers add up to faster onboarding and more bandwidth for your team to focus on strategic conversations.
You can also standardize how you collect inputs from clients. Instead of requesting user lists, integration details, or success goals across five separate emails, just embed custom forms and checklists directly into your flow. Customers fill them in on their own time, and the responses are synced to your CRM or CSM platform right away. That means fewer reminders, less time chasing information, and more meaningful conversations during calls.
And with AI agents quietly working in the background, your team gets smarter nudges too. If a customer hasn’t engaged with a certain step, Flowla can prompt the CSM with a suggested next move or even generate a personalized nudge email draft, ready to review and send. It’s like having a digital co-pilot that makes sure nothing falls through the cracks.
One thing many new CS leads run into: how to show what’s really going on in onboarding without micromanaging or spending hours building reports. One manager we worked with started using Flowla just to keep all onboarding steps in one place. Over time, she realized she could also track how long each client took to get through key milestones. That gave her a clearer picture of where things got stuck and some solid numbers to share with her leadership team.
At Insider, onboarding for multi-product customers used to stretch out over 3 to 6 months. It wasn’t due to a lack of effort – it was just hard to keep things aligned. After moving onboarding into Flowla and automating small things like follow-ups and CRM notes, they cut onboarding time by nearly 35%. No extra headcount, no new tools – just fewer things slipping through the cracks.
