What is GuideCX?
What do you like best about GUIDEcx?
I took some time to attend webinars, worked with the support desk, and had a great call with a rep at Guide CX to help us optimize our onboarding setup. Overall, I see tons of potential to make our process automated and easier for the various client personas we work with. Our team is small but mighty — having completed almost 500 onboarding in 2022 — so I am looking forward to the new feature updates that will take us to the next level in 2023.
The level of detail the tool provides is above and beyond. Our clients, internal team, and third-party vendors have full transparency, accountability and are constantly informed. It combines process, schedule, timeline, product manuals, communication, and documentation into one. I have been a PM for ten years, and never have I experienced something that was *actually* a one-stop-shop turnkey solution. The training materials, onboarding process, and support staff consistently exceed my expectations. Whenever I have a question, I chat with support, and they have an answer within moments. I love the iterative nature of the platform, where feedback is taken from users and implemented.
GuideCX has been a great asset to our customer onboarding, allowing us to streamline our processes and creating more capacity for our team as we scale. We find the tool to be user-friendly both internally and with our clients, and we also really value the flexibility of our customers interacting solely via email while keeping central information housed within the platform. As an admin, the reporting and insights the tool provides are valuable to ensuring we are understanding what is delayed or at risk, and highlight opportunities to optimize our processes.
GuideCX makes it easy to lay out the implementation process for current project managers, clients, stakeholders on both sides and new hires. The onboarding process with GuideCX was amazing and very thoughtful to ensure I understood the product and how to best use it. My favorite part is the visibility and accountability GuideCX creates for both sides of a project!
What do you dislike about GUIDEcx?
Getting everything set up took some time but once completed everything panned out easily. The current Hubspot integration was in process of being upgraded so I have yet to integrate there but have been assured by the GuideCX team this will be available soon!
The one area we’d love to see improvement in is a better system for managing tasks beyond a launch/go-live. The tool is built to manage the onboarding process, but we have some post-onboarding follow ups that would be great to be able to manage within the tool as well – but the GuideCX product team is exploring solutions here.
The only missing piece from this platform is a view where I can see a schedule view that simply lists the task, assignee, dependency, and date in a top to bottom manner. The robust documentation is there, but if I wanted to view in one snapshot, the life of the schedule with dependencies, assignments and dates, that isn’t available today. Similar to the project view in Smartsheets for lack of a better example or if my description is unclear.
At this point, there isn’t anything that I dislike. If anything, I wish I knew how to optimize Guide CX sooner so I could use this tool for adjacent teams. But looking forward to 2023 and updating my onboarding process with everything new that I have learned in the last few months.
What problems is GUIDEcx solving and how is that benefiting you?
We have many products being offered at our company after a recent acquisition. Some of the onboarding teams use other tools, which naturally confuses clients who purchase a multi-product deal. With Guide CX, we can set up different templates for different products and even multi-product deals, making the client’s experience much better.
We look forward to integration with our Salesforce org to automate the process from the initial order being closed, creating the project for the client, and getting them started sooner.
We are solving for onboarding multiple financial institutions to our core products. This has endless benefits including client transparency, clear process documentation and a roadmap for what to expect throughout the life of their onboarding with us. It also provides process, procedure, documentation, and communication which is very beneficial.
Streamlining our onboarding processes, increasing team capacity by automating tasks and communications, providing valuable data and insights to create more efficiency and optimize our work.
GuideCX Features
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Collaboration Tools
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Workflow Management
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Document Management
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Task Management
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Electronic Forms
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Activity Dashboard
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Activity Tracking
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Client Management
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Client Portal
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Onboarding
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Reporting & Statistics
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Third Party Integrations
Pros
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“It not only exceeds my needs as a PM but it engages the customer with transparency, in a way that is both internally robust, and externally impressive.”
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“The attention to detail the Beyond team has is outstanding. There were a few tasks I had in one of my projects that didn’t have attachments on them and Customer agent noticed this.”
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“It’s automation allows us to start the project and step back with confidence that each task will assign at the appropriate time.”
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“Overall, GudeCX helps to keep our projects organized and helps our customer’s to see the project’s progress, we really like this.”
Cons
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“That there isn’t a virtual hand that can come through the email and grab the customer for us.”
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“Our training was horrible, and the person and no clue how we were going to be using it at all.”
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“Check the Details Before Falling for the Sales Pitch.”
