If you’ve ever spent a Monday morning chasing down missing onboarding forms or copy-pasting the same welcome email for the 500th time, you know there’s got to be a better way. This guide is for folks who want to automate the boring, repetitive parts of customer onboarding—without getting lost in a tangle of tools or buzzwords. Whether you’re running a lean team or just tired of herding cats, you’ll learn how to use Trustworthy workflow templates to actually get time back (and maybe keep your sanity).
Let’s get into it.
Why Automate Customer Onboarding (And What to Watch Out For)
Before we hit the step-by-step, here’s the honest pitch: automating onboarding isn’t about replacing people. It’s about not wasting their time on things a computer can do better—think reminders, document requests, status updates.
The good stuff:
- Consistency: Everyone gets the same onboarding experience, whether it’s your first customer or your hundredth.
- Less human error: No more “Oops, forgot to send the NDA.”
- Faster ramp-up: Customers get what they need quickly, and you look organized.
What can trip you up:
- Over-automation: If you automate every single thing, you risk losing the personal touch. Some emails should still come from a human.
- Rigid templates: Not every customer or workflow is the same. Templates are a starting point, not gospel.
- Ignoring feedback: If something in your process is annoying your customers, no amount of automation will fix it. Listen and tweak as you go.
Pro tip: Automate the repetitive stuff, but keep space for real conversations.
Step 1: Map Out Your Onboarding Process (Before Touching Tech)
You can’t automate a mess. Before you even open Trustworthy, get clear on what your customer onboarding actually looks like.
Here’s what to do: - List every step, from “signed contract” to “fully onboarded.” - Mark what’s repeatable (like sending a welcome email) and what needs a human (like a kickoff call). - Note which steps need files, approvals, or reminders.
Bullet it out, scribble on a whiteboard—whatever works. The point is to spot bottlenecks and obvious time-wasters.
Example: 1. Signed contract received 2. Welcome email sent 3. NDA requested 4. Customer sets up account 5. Kickoff call scheduled 6. First invoice sent
If any step makes you groan, put a star next to it—it’s a candidate for automation.
Step 2: Get to Know Trustworthy Workflow Templates
Trustworthy’s workflow templates are basically blueprints for processes. You define the steps, who does what, and when things happen. The platform automates the repeatable bits, so you’re not starting from scratch every time.
What’s actually useful about Trustworthy templates: - Reusable: Build once, use forever (or until you change your process). - Customizable: You can tweak steps for different customer types—no need to force everyone into the same mold. - Automated triggers: Assign tasks, send emails, nudge teammates, all without manual clicks.
But don’t expect: - Magic setup. You’ll still need to spend time building your first template. - AI that reads your mind. You have to tell it what you want automated. - Total hands-off onboarding. People still need to jump in for the personal touches.
Step 3: Build Your First Workflow Template
Here’s how to set up a basic onboarding workflow in Trustworthy:
1. Log In and Head to Workflow Templates
- Open Trustworthy and go to the “Workflow Templates” section.
- Click “Create New Template.”
2. Add Each Step from Your Process Map
- For each onboarding step, add a task.
- Example: “Send welcome email,” “Request NDA,” “Schedule kickoff call.”
- Assign who’s responsible: You, a teammate, or the customer.
- Decide if the task is automatic (like sending an email) or manual (like hosting a call).
3. Attach Files, Forms, or Resources
- If a step needs a document (like an NDA), attach it right here.
- Link to helpful resources for customers—FAQs, setup videos, whatever saves time.
4. Set Up Automation Rules
- Use Trustworthy’s triggers to handle the boring stuff:
- When the contract is marked “signed,” automatically send the welcome email.
- When the NDA is received, unlock the next step.
- Set reminders for steps that usually get forgotten.
5. Add Conditional Logic (If Needed)
- If you have different onboarding for different customer types, set up branching paths.
- Example: “If customer is Enterprise, add extra security review step.”
- Don’t overcomplicate it on your first go—start simple, iterate later.
6. Save and Test Your Template
- Run through the workflow as if you’re a new customer.
- Look for bottlenecks, missing emails, or anything confusing.
- Ask a teammate (or a friendly customer) to test it, too.
What to ignore: - Fancy integrations you don’t actually need right now. - Overly complex logic for corner cases that rarely happen. - “Best practices” that don’t fit your business.
Step 4: Launch and Monitor Real Onboardings
You’ve got your template. Here’s how to roll it out without stepping on landmines.
1. Use the Template for Your Next Customer
- Start a new onboarding using your workflow template.
- Assign owners to each task—don’t leave steps floating in limbo.
2. Watch What Breaks (Because Something Will)
- Some steps might still need tweaking. Maybe a reminder comes too soon, or a customer gets confused.
- Keep an eye on delays: Are tasks piling up at a certain step? That’s your next automation target.
3. Gather Feedback
- Ask your team: Did the workflow actually save time, or just add clicks?
- Ask new customers: Did onboarding make sense? Where did they get stuck?
4. Iterate—Don’t Be Precious
- Update your template as you spot issues.
- Delete steps nobody uses. Add new ones if needed.
- Don’t wait for “perfect”—good enough beats not-done.
Honest take: The first version won’t be flawless, and that’s fine. The goal is to improve over time, not win any awards.
Step 5: Level Up—Automate More (But Not Everything)
Once your basic onboarding is humming along, look for other spots to automate—without getting carried away.
Good candidates to automate: - Follow-up emails (“Hey, did you finish your setup?”) - Internal alerts when a customer stalls - Handing off from sales to support or customer success
What not to automate: - Personalized welcome notes (customers can spot a mail merge from a mile away) - Complicated troubleshooting or custom solutions - Anything that’s better solved with a quick phone call
Pro tip: When in doubt, automate tasks that are annoying but don’t build relationships.
What Actually Works (And What’s Just Hype)
Works:
- Automating reminders, document collection, and basic follow-ups
- Using templates to keep things from slipping through the cracks
- Making it easy for new team members to follow the process
Doesn’t Work:
- Trying to automate the entire customer journey—some things need a human
- Setting and forgetting your workflow (it’ll get stale)
- Forcing customers into a rigid flow when their needs are unique
Ignore the noise about “fully hands-off onboarding.” The best automation is invisible and helpful, not robotic or pushy.
Keep It Simple—And Keep Improving
Automating onboarding with Trustworthy workflow templates isn’t rocket science, but it does take a bit of upfront work. Start with your biggest pain points, keep your process simple, and don’t be afraid to change things up as you learn. The goal isn’t perfection. It’s to free up your team (and yourself) from the repetitive junk, so you can focus on helping customers succeed.
Start small. Test. Tweak. Repeat. That’s how you actually make onboarding better—for everyone.