I’ve completed my customer onboarding journey with Buildertrend. Now what?

So, you’ve invested in Buildertrend, you’ve completed your onboarding journey and now your company is set up for success.

But how do you take it a step further and ensure you see results moving forward?

We sat down with Jordyn Swanson, director of customer success training and education, and Brett Jones, core subscription growth manager, to gain insight into what our customers should be doing after they’ve been fully onboarded.

If you want to get the most out of your investment with Buildertrend and see massive growth for your business, we’ve got you covered. Let’s dive in.

How long is the typical onboarding phase for new customers?

Jordyn: The onboarding duration varies for each customer due to factors like data imports, number of employees, package selection, etc. However, our priority is swift setup and onboarding to seamlessly integrate Buildertrend into your daily operations.

What does the onboarding phase consist of?

Jordyn: As of today, we have two onboarding paths available to our customers.

For builders who’ve added on Buildertrend Boost, onboarding kicks off with a discovery call. This is a pivotal moment for setting expectations, understanding challenges and creating a unified strategy. Any post-discovery calls are used for training on features tailored to the builder’s specific needs. Our aim is to make Buildertrend feel like home by integrating into their natural workflows.

For builders who’ve chosen not to include Boost in their subscription, they’ll be following a self-guided, digital onboarding experience. This includes live webinars – we hold multiple per day – access to unlimited phone and chat support, the Buildertrend Learning Academy and our 24/7 Help Center.

What are the next steps for a customer after completing onboarding?

Jordyn: For Buildertrend Boost customers, they’ll have been given a strategic success plan to follow post onboarding. These plans are personalized to their business and goals in order to help them see success in high priority areas first.

We recommend all our customers continue training via our digital services like the Buildertrend Learning Academy courses or live webinars to maximize their Buildertrend experience.

Something we encourage both during and after onboarding is for them to attend a Buildertrend University session. Buildertrend University is a two-day event held at our headquarters where our customers can network with other builders and sit in on feature-based classes and roundtable discussions.

After onboarding, Onsite Consulting is a great way to dive even deeper into Buildertrend and start incorporating it into their everyday workflows. One of our experts visits the builder’s office and gets to see firsthand how the team works. This, plus weeks of pre- and post- consulting, all lead toward getting Buildertrend fully integrated into the business in a way that works for the builder and their team. We recommend waiting until after onboarding because they should already be familiar with the functionality of the platform – this isn’t a time for basic training.

What are some strategies for customers to continue training and improving their Buildertrend usage after onboarding?

Jordyn: Continue following your provided Boost success plan and keep thinking about what comes next.

Staying engaged with us is key. Whether through your dedicated account team, our customer support team or our array of digital resources, we’re here to support ongoing learning and improvement. Keep training until Buildertrend feels like home.

If you’re not on Buildertrend Boost, create a success plan for yourself. Schedule weekly webinars for your team, encourage them to complete our online courses, plan to attend Buildertrend University or book an onsite consultant. The post-onboarding opportunities are endless.

Why is the next phase after completing onboarding crucial for sustained success?

Jordyn: Builders won’t learn everything there is to know about Buildertrend during onboarding.

We focus on quick wins and getting them set up for success as fast as possible. Our phased learning approach acknowledges that mastering Buildertrend takes time, so by gradually integrating aspects of their business into the platform, they’ll find it increasingly easier to use in their day-to-day operations.

So, after onboarding, there’s still more to learn. Continued education is important in any field, and we highly encourage it here, too. Buildertrend is a massive platform, not to mention all of our additional services that help our customers run their businesses.