If you’re spending too much time manually onboarding customers, you’re not alone. Most teams start out doing things by hand—sending the same emails, updating the same docs, and chasing the same “Did you get started?” replies. It’s a drain, and you know it. This guide is for anyone who wants to automate that busywork and set up a smoother customer experience using Tome. Whether you’re an ops lead, a founder, or just the person stuck pasting data into slides, you’ll find real, practical steps here. No hype—just what works, what doesn’t, and what you can skip.
Why Bother Automating Customer Onboarding?
Let’s be honest: onboarding is repetitive, and it’s easy to mess up. If you automate the basics, you’ll save hours, reduce mistakes, and give your customers a more consistent welcome. Automation also forces you to clarify what actually matters in your process—which is half the battle.
But don’t expect automation to solve everything. You’ll still need to check in with high-touch customers and tweak your process as you go. Automation is here to handle the drudge work, not replace human connection.
Step 1: Map Out Your Onboarding Process (Before You Touch Tome)
Don’t skip this. If you don’t know your steps, you’ll just automate chaos.
- Write out every step: What happens after a customer signs up? Who sends what? What info do you need from them?
- List your assets: Welcome emails, intro slides, product guides, demo links, etc.
- Decide what can be standardized: Some customers need hand-holding, but most steps are the same each time.
Pro tip: If you’ve got steps that are always “custom,” ask yourself if they really have to be. The more you standardize, the more you can automate.
Step 2: Set Up Your Customer-Facing Material in Tome
Tome is best for interactive presentations, onboarding guides, and living documentation. Don’t use it for stuff better handled by email or your CRM.
- Create a “base” onboarding deck: This is your template—intro, product walkthrough, next steps, FAQs.
- Use variables or placeholders: Anywhere you’d personalize (e.g., customer name, account rep, custom links), add clear markers like
{{Customer Name}}or{{Onboarding Date}}. - Keep it simple: Avoid over-designing. Your goal is speed and clarity, not to win a design award.
What works:
Tome makes it easy to update content and embed videos, checklists, or links. Customers appreciate a single, clear resource.
What to skip:
Don’t try to cram every possible help doc into your Tome. Link out to more detailed resources instead.
Step 3: Automate Population of Customer Data
Here’s where you stop manually updating every deck.
Option A: Manual Duplication (if you’re just starting)
- Copy your base deck for each customer.
- Replace placeholders with real data.
- Yes, it’s still manual, but you can at least standardize the process.
Option B: Integrate with Zapier or Make (for real automation)
- Connect your CRM or form tool to Tome: When a new customer signs up, trigger a workflow.
- Duplicate your base deck automatically: Some tools let you copy a Tome, then fill in fields.
- Populate variables: Use Zapier’s “replace text in document” or similar actions.
(Heads up: As of early 2024, Tome’s native integrations are limited. You may need to use API workarounds or browser automation tools for deep automation.)
Option C: Use Tome’s API (if you’re technical)
- Check the API docs: Tome’s API is still evolving, but you can often duplicate docs and update content via API calls.
- Write a script: Pull customer info from your CRM, push it into your Tome template, and get a shareable link.
Honest take:
This is the trickiest part. Tome isn’t as automation-friendly as Google Docs or Notion (yet). You may need to combine tools or do some light scripting. If none of this works for you, don’t be afraid to keep it semi-manual—just document your steps so anyone on your team can follow them.
Step 4: Share Onboarding Materials Automatically
No one wants to send the same “Here’s your onboarding link!” email fifty times.
- Trigger emails from your CRM or signup form: When a customer is marked as “active,” send them their personalized Tome link.
- Embed the Tome deck in your customer portal: If you have a dashboard, include the onboarding guide front and center.
- Set reminders: For customers who don’t open the guide, set up an automated nudge after a few days.
What works:
Automated emails with personal touches (“Hey Sarah, here’s your custom onboarding guide”) work better than generic blasts. Make the link easy to find.
What to skip:
Don’t bury the link in a welcome packet or multiple emails. One clear message is better than five confusing ones.
Step 5: Track Engagement and Follow Up
You want to know if customers actually use your onboarding materials.
- Check Tome’s analytics (if available): Some plans show who’s viewed your deck and how much time they spent.
- Use UTM links: If Tome doesn’t give you analytics, add a tracking link to see if customers click through.
- Set up follow-up triggers: If a customer hasn’t viewed the guide after X days, send a quick check-in.
Honest take:
You’ll get some false negatives—customers might forward the link, or view it from another device. Use these signals as a prompt, not gospel.
Step 6: Tweak and Improve Your Process
Automation isn’t “set it and forget it.” Your onboarding will need updates as your product and customers change.
- Collect feedback: Ask new customers what was clear and what was confusing.
- Update your template regularly: Don’t let it get stale.
- Watch for drop-offs: If customers get stuck at a certain step, fix it in your base deck.
Pro tip:
Keep a changelog of what you update and why. This’ll help if you need to debug your process later (or explain changes to your team).
What to Ignore (For Now)
- Overcomplicating with too many tools: Start simple. You don’t need four SaaS platforms talking to each other on day one.
- Obsessing over design: Function beats form. Customers want clarity, not fancy animations.
- Trying to automate “relationship” steps: A personal call or handwritten note goes further than any automated message.
Wrapping Up: Keep It Simple and Iterate
Automation’s job is to make life easier, not harder. Start with the steps that waste your time, automate what’s easy, and skip the rest. Don’t sweat the perfect process out of the gate—just get the basics working, and improve as you see what works. Your future self (and your customers) will thank you.