Meet Fishbowl

Fishbowl is a leading ERP system for inventory management, warehousing, and manufacturing processes. Their award-winning solution promises to give its clients full visibility into warehouse and manufacturing workflows, streamline integrations, and rapidly grow their businesses.

The challenge 

Fishbowl’s commitment to delivering an exceptional customer experience has always been unwavering. However, the complexity of their tool, and wide range of use cases, resulted in a lengthy, manual, and expensive onboarding process lasting upwards of 90 days. This meant it was simply taking far too long for their customers to begin experiencing the wow-worthy benefits of their solution.  

On top of that, their most frequent support calls with customers (well over 50%) were simply how-to questions from new accounts. 

Fishbowl recognized the need for an onboarding process that accounted for their solution’s breadth of use cases and complexity, while also being easy to manage and maintain. Ultimately, Fishbowl needed to find a way to get their customers onboarded and experiencing value faster.

The process & solution 

After a thorough exploration of available tools, Fishbowl chose to implement BrainStorm as the backbone of their customer onboarding and training processes because of BrainStorm’s flexibility and scalability.

Rather than wait for clients to attend training webinars, join calls, visit their support site, and follow step-by-step instructions, Fishbowl was able to use BrainStorm to create a customer onboarding experience that is both highly tailored and highly automated. 

BrainStorm Flow Builder

Fishbowl’s implementation team outlined the key concepts new customers need to understand as they launch the software and BrainStorm supported this new content creation. Fishbowl used BrainStorm’s Flow Builder to put it all together in dynamic, rich, and consumable onboarding flows. 

Flow Builder operates like a flow chart that lets you set the course for users based on their behavior in response to emails, videos, polls, and the product itself. Fishbowl used this flexibility to map the various learning paths their customer accounts might need to succeed with their platform, ultimately creating a controlled choose-your-own adventure for their clients.

BrainStorm Triggers & Communications 

When accounts encountered obstacles or simply lagged in their onboarding process, Fishbowl was able to leverage Triggers, an “if-this-then-that” capability, to pre-schedule reminder emails sent after incomplete actions are detected.  

Award-winning results 

After implementing BrainStorm, Fishbowl was named G2's Highest User Adoption product in the implementation index twice consecutively. Fishbowl attributed this award to their strong partnership with BrainStorm.

By implementing BrainStorm, Fishbowl saw the following results:

• Customers are getting value faster: 
  With BrainStorm, Fishbowl reduced customer onboarding time by 62%. 

• Fully automated onboarding for 57% of clients: 
  Fishbowl is able to onboard 57% of users without any human involvement using BrainStorm. 

• A 51% reduction in support call volume: 
  With proactive, standardized onboarding, Fishbowl saw a 51% reduction in support calls after implementing BrainStorm. 

• A highly-rated customer experience:
  82% of users say they are satisfied with their onboarding experience and 87% of users report that they feel sufficiently trained on Fishbowl as a result of their onboarding.