Thornbury
05
We automated this SaaS company's onboarding flow, reducing tickets and speeding up activation.
The Challenge
Thornbury needed to eliminate a growing flood of repetitive support tickets caused by users abandoning the setup process halfway through onboarding, which was putting increasing strain on their small support team.
Their customer success team was overwhelmed answering the same setup questions day after day, which significantly slowed down activation timelines for new users trying to get started with the platform.
Our Strategy
We built a fully guided, automated onboarding sequence featuring in-app prompts and timely follow-up emails, along with a self-serve help system designed to instantly answer the most common setup questions.
Our approach focused on reducing friction at signup first, since that was the biggest drop-off point, before gradually expanding automation across the rest of the broader user journey.
The Results
45%
Fewer support tickets
Automated guidance reduced repetitive setup questions
3+
Faster activation time
New users reach full setup much sooner
55%
Higher retention rate
Smoother onboarding led to stronger usage
FAQ's
Answers To What You're Wondering About."
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