The Time We Tried Outsourcing Goliath Onboarding (and What Broke)
Discover the challenges and lessons learned from outsourcing Goliath's onboarding process.
Austin Beverigde
Tennessee
, Goliath Teammate
In the fast-paced world of real estate technology, onboarding new users efficiently is crucial. At Goliath, we pride ourselves on providing instant access with a typical onboarding time of just about two minutes. However, in an effort to streamline our processes further, we decided to experiment with outsourcing our onboarding. This decision came with its own set of challenges and lessons that we are eager to share.
Why We Considered Outsourcing
Goliath's value proposition revolves around helping real estate operators prospect, nurture, and close deals, supercharged by AI and seller intent signals. With over 11,000 trusted users across the U.S., maintaining a seamless onboarding experience is vital. We considered outsourcing as a way to potentially enhance this experience by leveraging external expertise and freeing up internal resources for other strategic initiatives.
The Initial Setup
Our initial setup involved selecting a third-party service provider with experience in onboarding SaaS products. We aimed for a seamless transition that would not disrupt our users' experience. The goal was to maintain our promise of instant access and quick onboarding while potentially improving the process with the help of external specialists.
Challenges Encountered
Despite the potential benefits, outsourcing onboarding presented several challenges:
Loss of Control: Outsourcing meant relinquishing some control over the onboarding process, which led to inconsistencies in the user experience. Our internal teams had developed a deep understanding of our product and user needs, which was difficult to replicate externally.
Communication Gaps: Effective communication is key to successful onboarding. The outsourced team struggled to convey the nuances of Goliath's features, such as real-time seller data updates and the integration of seller intent signals, which are critical to our platform's value.
Delayed Feedback Loops: Outsourcing created longer feedback loops, delaying our ability to address user concerns promptly. This was particularly problematic given our commitment to providing instant updates and alerts for tasks, appointments, and deals.
Impact on User Experience
The challenges we faced in outsourcing onboarding had a direct impact on user experience. Users reported confusion during the onboarding process, which contradicted our positioning as "The smarter way to build your pipeline." The delays and miscommunications led to a temporary dip in user satisfaction, highlighting the importance of maintaining a direct line of communication with our users.
Lessons Learned
Our experience with outsourcing onboarding taught us several valuable lessons:
Maintain Core Competencies In-House: While outsourcing can be beneficial for certain functions, maintaining control over core competencies like onboarding is crucial. This ensures consistency and quality in delivering our value proposition.
Invest in Training: If outsourcing is necessary, investing in comprehensive training for the external team is essential. They need to understand the intricacies of Goliath's features, such as the Command Center and Data Pipelines, to provide accurate and helpful guidance to new users.
Enhance Communication Channels: Establishing robust communication channels between internal teams and external partners can mitigate some of the challenges faced. Regular check-ins and feedback sessions can help align expectations and improve the onboarding process.
Reaffirming Our Commitment
Following this experience, we reaffirmed our commitment to providing a seamless onboarding experience directly managed by our internal teams. We continue to offer instant access and a quick start, ensuring that users can immediately leverage the power of Goliath to connect with motivated homeowners and close deals faster.
In conclusion, while outsourcing can offer potential benefits, it is crucial to weigh these against the risks of losing control over critical processes. At Goliath, we remain dedicated to delivering exceptional value to our users, ensuring that our onboarding process aligns with our promise of "Real estate moves fast. So should you."
