Ollie Named 2024 Onboarding Hero

We are thrilled to announce that Ollie has been honored with the 2024 ChurnHero Award for Onboarding by ChurnZero, a leading customer success platform.

This recognition highlights our commitment to enhancing the onboarding experience for our customers—craft breweries who often juggle demanding schedules and have a commitment to investing their time into producing quality products.

“Our customers often don’t have enough time in their day to do their own jobs, let alone learn a new system,” says Dustin Jeffers, Ollie’s VP of brewery product and experience. “We needed to take a more hands-on approach.”

We recognized the need to overhaul our new customer onboarding workflow, and we reimagined the process using ChurnZero’s tools to structure and systematize onboarding, ensuring our new breweries and implementation specialists remain on track.

Key elements of our enhanced onboarding process include:

• ChurnZero Journeys: These allow us to monitor each customer’s progress step by step, identifying potential stalls and enabling timely interventions.
• Automated Reminders and Resources: Leveraging ChurnZero’s Plays, we automatically send resources to customers, helping them stay on track without adding to our implementation managers’ workload.
• Data-Driven Improvements: By analyzing patterns and identifying key roadblocks in the onboarding experience, we’ve developed quick-start guides and training videos to address specific challenges.
• Hands-On Support: With a clearer understanding of where customers may struggle, our implementation managers conduct purposeful check-ins at critical moments to provide targeted assistance.

This combination of automation and targeted support has transformed our onboarding results, leading to fewer failure-to-launch issues. Our customers have expressed increased satisfaction, with many becoming advocates who recommend Ollie to other breweries seeking brewery management solutions.

“Our customers are much happier too,” says Dustin. “Many of those who went through the new onboarding process are now advocates, recommending Ollie to other breweries who are looking to switch ERP systems.”

We want to thank ChurnZero for this recognition and to our dedicated team for their relentless pursuit of customer success. We remain committed to continuous improvement, ensuring that our customers receive the best possible experience with Ollie.

For more details on the ChurnHero Awards and other winners, you can read the full announcement on ChurnZero’s blog.