Initially, Turvo's only offering for customer accounting teams during onboarding were articles in the Help Center. After soliciting customer feedback, it was determined that an Accounting course was needed to improve our customers' onboarding experience and prevent user error in accounting tasks in Turvo. I met with our Accounting and Settlement SMEs to determine best practices and develop a curriculum for onboarding accounting users. The final version of the curriculum included courses for Accounts Receivable, Accounts Payable, Admin Functions, and Settlement Reports. In addition, I created a certification and badging program for this curriculum to promote learner engagement.
Improved customer sentiment and reduced onboarding time, allowing our Onboarding Managers additional time to address customers' unique Financial Management System integrations.
Reduction in support tickets for common user errors related to accounting setup and functionality in Turvo.
Additional accounting videos added to the Turvo Help Center to continue supporting customers post go-live.