1. Introduction

Welcome To The Jungle (WTTJ) is at the forefront of shaping the future of work. With over 5,500 companies across various industries showcasing their workplace culture on the platform, WTTJ provides each company with a distinctive, highly customized profile featuring professional photography, videography, and content.

After strong growth, WTTJ had to overcome significant challenges in their onboarding process to prepare for the next phases of growth. 

“Valuecase has revolutionized our onboarding process. We’ve cut onboarding time by 30-40% and saved hours per manager each month. This efficiency allows us to focus on strategic growth and strengthening our customer relationships.” - Anne-Claire Soulé, Head of Onboarding & Production at WTTJ

2. The Challenges

Creating a great first touch customer experience while increasing volume

As every company on WTTJ gets a customised profile including photography and videography, onboarding requires intense coordination. With rapidly increasing volume, handling this process without deteriorating the customer experience and prolonging time to value got increasingly difficult. 

Lack of Standardization & Visibility

The onboarding process relied on various documents, Notion pages, and emails, leading to a fragmented and inefficient workflow. As all these loose ends could not be connected, visibility and tracking was limited. Thus, onboarding managers did not know which customer was self-sufficient and who needed more hand holding, making prioritization difficult.

Manual Workload and Resource Allocation

Onboarding managers spent significant time in status meetings, sending material, and following up with clients in the onboarding phase. This manual work left them with insufficient time to serve existing customers, drive upsell opportunities, and deliver added value.

3. The Solution: Implementing Valuecase & building an onboarding Team

WTTJ's management set the onboarding process up for scale in 2 key ways: First, they formed a dedicated onboarding team to better split responsibilities. Second, WTTJ implemented Valuecase as the central customer facing hub for their onboarding process.

What has started as a small test, is by now one of the most sophisticated Valuecase implementations across our customer base that has enabled WTTJ to reduce time to value by ~40%.

Fully automated personalised onboarding portals

With Valuecase, every customer gets their own onboarding portal. These portals are automatically created and customised through our API depending for example on customer location and region.

“Implementing Valuecase enabled our onboarding team to scale. And the automation we implemented recently saved additional 20 hours per month, freeing up our team for more important tasks” - Clément Folliet, Business Technology Manager at WTTJ

‍Everything in one place

Valuecase provides a centralized onboarding workspace where customers and onboarding teams can access all necessary information and tools, eliminating the need for multiple documents and emails.

Integration with Existing Tools

Valuecase seamlessly integrates with WTTJ’s existing tool stack, including Monday.com. This reduces tool switching for onboarding managers who mainly work in Monday for internal purposes.

Enhanced Tracking and Engagement

Onboarding managers can track customer engagement within the Valuecase workspace, allowing for proactive follow-ups with clients who are lagging behind.

User-Friendly Interface

Valuecase’s intuitive design ensures that both onboarding managers and customers find it easy to use, reducing the time needed for training and support.

We could not be more excited to partner with WTTJ on this journey. If you’re looking for a way to drastically increase efficiency in your customer onboarding process while improving the customer experience, get in touch with us here.