How Digital Streamlined Onboarding for Businesses and Talents with Trace

Digital, a talent matching platform, faced challenges in onboarding both businesses and talents efficiently due to repeated questions and manual processes. By integrating Trace, they standardized workflows, reduced onboarding time by 60%, and saved $4,800 per employee annually. Interactive guides helped users self-serve, improving platform adoption and easing the support team's workload.

Digital, a talent matching consultancy and platform, connects 200 talents and businesses weekly, ranging from SMEs to Fortune 500 companies. However, their customer success team was overwhelmed by repeated onboarding questions, leading to inconsistent platform experiences. By integrating Trace, they standardized their onboarding process, reduced support burden, and improved platform adoption for both businesses using the platform and talents joining as professionals.

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"Before Trace, our customer success team spent too much time answering the same onboarding questions. Now, our users can self-serve, and our team can focus on higher-value support. Onboarding is smoother, and adoption rates have improved dramatically."

— Talent Manager at Digital

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Challenge

With a rapidly growing user base, Digital faced significant challenges in onboarding both talents and businesses efficiently. Their customer success team was burdened with:

High volumes of repeated questions about platform navigation
Manual onboarding processes, leading to inconsistencies
Lack of a structured workflow, making it difficult for users to self-serve

This resulted in slower adoption, increased support load, and inefficiencies in managing new users.

Solution

To tackle these challenges, Digital implemented Trace to create interactive, step-by-step guides embedded directly within their platform. This allowed users to self-onboard and resolve common queries without relying on the customer success team.

With Trace, Digital achieved:

A consistent onboarding process ensuring all users followed the same structured journey
Standardized workflows to train internal teams on best practices
Embedded guides that provided instant, in-platform assistance for both businesses and talents

Example Trace Guides Created

Digital leveraged Trace to build interactive guides for:

Talent & Business Onboarding – Step-by-step walkthroughs to familiarize new users with platform features
ClickApps Setup – Helping users enable the right tools for their needs
Email Integration – Demonstrating how to connect external email accounts for seamless communication

Impact

After integrating Trace, Digital achieved measurable improvements:

60% reduction in talent and client onboarding time
$4,800 annual savings per employee by decreasing manual support efforts
Improved platform adoption, as users could onboard themselves with ease

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Conclusion

By using Trace, Digital transformed their onboarding experience, improving efficiency and user satisfaction. With interactive guides seamlessly integrated into their platform, they reduced support workload while enhancing user engagement for both talents and businesses.

Want to streamline your onboarding process like Digital? Try Trace today.