Hi everyone,
I’m currently using ServiceHub for our company’s onboarding pipeline, and I’m facing a few challenges. Our clients don’t always complete onboarding steps in order, and sometimes they don’t finish all the steps. I want to create a pipeline that provides the most accurate reporting possible. Specifically, I need to track not only how long clients take to onboard but also identify which stages they aren’t completing or where they are getting stuck.
I am worried that by using a pipeline, clients will flip back and forth between stages as they complete the different onboarding steps - without a clear order, which lessens our visibility on what steps clients have actually completed.
My initial idea was to simplify the pipeline with just “In Progress” and “Complete” stages, and then have tasks auto-created for onboarding specialists to follow up with clients. When a client has completed the step, the onboarding speciliast will close the task. However, I’m not sure if this is the best approach.
Has anyone dealt with a similar situation? Any advice or suggestions on how to build an effective and informative onboarding pipeline would be greatly appreciated!
Thanks in advance.
Hi @leamoise I can’t recommend Arrows enough for onboarding with HubSpot - it’s fully integrated and solves what you’re looking for.
Hey @leamoise! Super common challenge, totally get it.
We wrote a guide that might be helpful, at the highest level, about setting up an onboarding pipeline in HubSpot: How to Power Up Customer Onboarding with Tickets in HubSpot Service Hub
To your specific question about making sure the client onboarding ticket is in the correct stage, I actually think the best way to do this is using the pipeline automation feature in Arrows (
I’m the CEO, so I’m biased but stand by our work).
We built the feature because we couldn’t find a way to do this reliably in a HubSpot workflow or other project management tools: Simple HubSpot Pipeline Automation In Arrows – Arrows
Thanks for filling in the details and sharing more insight @DanielZarick, I bookmarked the guide for next time!
Hey, I’d suggest starting with just a few clear stages in your onboarding pipeline — something like “Kickoff Scheduled,” “Setup in Progress,” and “Onboarding Complete.” Once that’s in place, use HubSpot workflows to automatically move deals between stages or trigger reminders so nothing slips through the cracks.
You can then build a simple dashboard to track how long clients spend in each stage. Over time, you’ll spot bottlenecks and can tweak your process. The key is to start lean, see what works, and then add more detail as your needs grow.
Thanks, @SamuelW Welcome to our community! — Jaycee
Hey Everyone. Good news! It looks like HubSpot is rolling out Onboarding Plans inclusive of a standard “Onboarding” pipeline and reports for Service Hub users. Its in Beta but worth a look. Here’s more:
What is it?
Customer success teams can now plan, execute, and track onboarding and success projects with structured tasks, milestones, and reporting in HubSpot.
Why does it matter?
User need
Customer success teams struggle with fragmented, inconsistent onboarding and success workflows spread across multiple tools and objects.
Benefit
This project enables teams to manage onboarding and success plans in a single location, giving clear visibility into status, risks, and progress across all customers, and supporting scalable, repeatable processes.
How does it work?
Creating and Managing Projects
Navigate to the customer success workspace in HubSpot to view and manage projects.
New Pipeline and Project Type
A new project pipeline, “Onboarding” will be created by default for all new Service Hub customers. There is also a new Project Type option, Service - Onboarding, that can be used to indicate this is an onboarding project which will allow it to populate in Customer Success Rooms and in our default reports.
Reporting
There are five new out-of-the-box reports showing the number of projects in each stage, time spent in each stage, planned vs. actual timeline for the projects, status distribution and engagement distribution
Who gets it?
Service Hub Professional, Service Hub Enterprise