Customer review: Autopilot helped us take control of our customer and vendor onboarding

Successful organizations make the most of their transformation journey by focusing on empowering people to achieve more with the right technology. Imagine, then, not having to send documents to vendors, asking them to print, sign, scan, and return the documents. Imagine not having to track messages, follow up, or resend, or having to audit and double-check that you have received all necessary compliance and onboarding documents.

Autopilot, an app published to Microsoft AppSource, helps companies take control of onboarding customers and/or vendors when onboarding documentation is required. With an at-a-glance dashboard, Autopilot shows you onboarding status, helps you monitor compliance, and lets you communicate with customers and vendors via email or SMS. Auditing and tracking are done automatically.

Microsoft AppSource interviewed Ryan Martyn, Sales Director at Syntech Distribution (PTY) Ltd. and an Autopilot user since 2018, to learn what he had to say about this product.

What do you like best about Autopilot?

The customer experience we now provide with Autopilot is so much better than the old, painful, time-consuming process we replaced. Instead of starting grumpy, our customers have a great experience using Autopilot, and that sets the tone for the rest of the relationship. We get positive feedback every day from our customers!

How has the product helped your organization?

We have had a massive reduction in the time it takes to onboard our customers, dropping from 10 days to less than 2 days. So, from a service delivery standpoint, Autopilot has had a huge impact. We provide commodities, and if the onboarding process ran too long, customers defect.

In our market, every new customer is required to register through a process that was time consuming and difficult to plan. We sometimes spent endless time and resources dealing with human errors involved in typing information, validating phone numbers, and running down details. This was soul-destroying work for our team. We might lose a customer before we even get them onboarded, wasting that effort.

We couldn’t keep throwing more people at the problem, and we needed a better process. We also didn’t have a way to understand the lost opportunity.

Now with Autopilot, customers can register anytime of the day. They get matched automatically to the national registry of companies, and we can understand, manage, and govern the entire onboarding process much more effectively. Our team went from seven people dealing with problems to one person monitoring for the exceptions. The other six people deal with exceptions, providing a human touch where one is needed.

Autopilot provides a key differentiator from the competition. We frequently hear from our customers that using Autopilot lets them onboard with us faster and more easily than with any of our competitors. It also digitizes all proof of deliveries, which is very convenient.

So many companies forget about that human element and how important it is. Autopilot frees our team to focus on the customers.

How is customer service and support for Autopilot?

Autopilot has phenomenal customer service that is proactive. They will raise issues to us before we even notice. When our requirements evolve, they will implement updates to make our process smoother.

In the past with our manual process, our team was terrified of making mistakes. Now, we thrive on the level of service we can provide.

Any recommendations to other users considering this product?

Spend a bit of time considering the flow that you want for your customer/vendor journey. It is important to have a strong understanding of the business process. Imagine yourself in the footsteps of those using the system, not just the intake process but the flow throughout. Autopilot can help you navigate that journey.

The product can be used out of box, and it can be customized to match your workflow. When you think about your ideal customer journey, the product may be tailored to your vision.

What is your overall rating for this product?

5 out of 5 stars.

Microsoft AppSource is empowering users to find line of business applications, such as Autopilot, across more than 80 categories and in over 40 industries and industry verticals. Learn more about Microsoft AppSource and find ways to discover the right application for your business needs.