1. Introduction

Founded in 2021, Edify Systems provides an all-in-one solution that combines point-of-sale (POS) management, inventory tracking, and customer engagement tools for restaurants and coffee shops. Their mission is to make running a coffee shop or restaurant business easy and effortless through intuitive tech and automations.

Despite a strong product offering, Edify faced significant challenges in its post-sale process. Multiple teams needed to collaborate on onboarding new customers, yet they struggled to track progress and keep stakeholders engaged. To address these issues, the company sought a flexible, centralized platform that would provide greater visibility into customer onboarding. That’s where Valuecase came in.

2. The Challenge

Edify’s existing onboarding workflow was problematic for several reasons:

• Lack of Visibility in the Onboarding Process: Edify had no clear way to see each customer’s progress or identify where they were getting stuck. Important milestones occasionally went untracked, resulting in delayed onboarding and frustration for new users

"Internally, Valuecase made a huge difference. Before, tracking progress and waiting on customer responses was tricky—now, everything is in one place, making my life so much easier."‍

• Customer Engagement Issues: The individuals responsible for using Edify’s solution were often different from the sales contacts. Once the sale closed, re-engaging these new users proved difficult, leading to incomplete onboarding or early drop-off.
• Rigid & Inefficient Internal Solutions: Edify initially tried using Notion and other in-house tools, but found these solutions unable to keep pace with the company’s ever-evolving onboarding processes. Edify needed a platform flexible enough to adapt as their product and procedures grew more complex.

These challenges created operational bottlenecks and affected Edify’s ability to deliver a seamless initial experience for new customers—an essential factor in driving client satisfaction and long-term retention.

3. The Solution: Implementing Valuecase

Edify implemented Valuecase’s Customer Onboarding Platform primarily to streamline and personalize customer onboarding journeys.

"The flexibility of Valuecase allows us to tailor onboarding journeys precisely to each customer, saving a lot of time while maintaining a personalized experience."

Utilizing two core onboarding templates, Edify can easily tailor each customer’s journey by selecting relevant tasks and adjusting workflows based on customer-specific requirements, such as their existing systems and preferences for providing data.

Valuecase has simplified how Edify collects critical onboarding information, breaking down onboarding into clearly defined steps including supplier details, product specifics, and recipe creation. Customers benefit from a visual checklist, accessible resource sharing, and centralized communication within Valuecase's collaborative spaces, significantly reducing confusion and email overload.

Additionally, Edify leverages Valuecase's integrated commenting and notifications feature to ensure customers remain consistently engaged. Edify's onboarding team and customers both use Valuecase as their primary communication tool, creating a seamless, single source of truth.

4. Results & Impact

Centralizing the onboarding process with Valuecase has significantly improved Edify’s operations:

• Enhanced Internal Efficiency: Edify’s team now easily tracks customer onboarding status and actions in one central location, greatly simplifying internal workflows and reducing manual effort.
• Improved Customer Engagement: Valuecase’s visual checklists and collaborative spaces replaced lengthy email chains, enabling clear and organized communication, leading to higher customer engagement and satisfaction.

‍"Customers love the visual clarity and centralized communication. Having everything accessible in one shared space prevents confusion and significantly reduces back-and-forth emails."

• Real-time Visibility: Edify benefits from clear, real-time onboarding progress indicators, allowing stakeholders across teams to quickly identify and resolve bottlenecks. Integration with Slack further enhances communication efficiency.