Tech limitations

The product has a lot of technical issues that we’d need to solve before releasing a self-service onboarding experience.

• Payments/marketplace account creation complexities 

• Unclear error messaging preventing users from uploading/providing the right info

• Account dupes (ghost accounts, exclusive service)

• No automation for KYB (business verification done manually)

Education

There is a lot of hand-holding between the customers & the onboarding team to teach customers how to use the platform.

• Manual work for customers/thrown into the deep end (no buyer onboarding, sellers get webinars) 

• Integrations (stressing the importance, customer onboards without integrations, want to add later)

• Extremely high-touch user education process (business models vary from customer to customer)

• Product complexity (not sold as ONE platform, sold as cobbled-together services)

• Value prop unclear (when going live, “how can you benefit from LL?” question unanswered)

• Language (ex: Flex Pay (not using industry-standard terms))

• Sense of urgency - benefit from  LL is correlated to how much time/effort customers invest in onboarding/setting themselves up for success 

Manual Processes

There is a lot of manual work that our internal team has to do to verify & set up each account on LeafLink.

• Document Gathering

• Customer engagement (mostly done through emailing)

• Company hierarchy/grouping (how to onboard multiple locations at once)

• Personas (determining the right person for onboarding)

• Internal SOPs (ex: AE communicating with OBS, Cole analyzes product catalog and determines which products would work well for fulfillment)

• Billing (our assumption is that user info is universal but right now, contracts are not standardized, they’re customized)

• Determine Seller Customer Base (seller wants their buyers on LL to realize value)