The Challenge

Clients could not use onboarding content effectively because it was too overwhelming and difficult to find.

Effective onboarding is a critical part of Tactical.ly’s client success strategy. As consultants to small business clients, they created an impressive collection of strategic content to onboard clients and help them run more efficient businesses. As their client base multiplied, Tactical.ly noticed that clients were not using the content because 1) they could not find the information they needed, and 2) those who found it were overwhelmed by the article and wiki formats. 

Since clients could not use the onboarding content provided, they were either ineffectively implementing Tactical.ly’s strategies or simply not using them at all. This pulled consultants away from more critical project work because they needed to help each client onboard one-to-one.

At first, Tactical.ly tried a few different content management systems (CMS) to solve the problem, but quickly found they did not meet their need to present content in a polished way that matches the level of expertise they impart to clients. Traditional CMS platforms' static content format could have been more engaging and easier to find on the client-facing side. On the consultant-facing side, these CMS platforms were unstructured and quickly became too complex to manage.

Tactical.ly needed to empower consultants to share their strategic knowledge in a simple, one-to-many format that clients could use to onboard more effectively.

The Solution

Step-by-step guides enabled clients to self-serve onboarding as if a consultant were guiding them in person.

In one quarter, the Tactical.ly team transferred all client-facing content from Notion to Stonly, transforming their complex content into step-by-step guides. Now, Tactical.ly can select the best format for the information they are trying to convey. For example, they reformatted agreement documents and contracts into scrollable steps. And they paired workshop guides with videos, GIFs, and other illustrations (some 3D) to keep clients engaged.

Tactical.ly organizes these guides into private knowledge bases for each client. When a new client is ready for onboarding, the Tactical.ly team quickly creates a new custom-branded knowledge base with no code required. Each client can easily access personalized guides in a searchable, interactive format that any Tactical.ly consultant can easily update.

Tactical.ly can also train and enable their employees and consultants with their own internal knowledge bases, which serve as a repository for business values, policies, and more company information and training.

The Results

Clients are onboarding in half the time, resulting in faster time to value and improved retention.

Tactical.ly cut onboarding time in half with Stonly, moving clients to value faster. By empowering them to self-serve strategic content created by their consultants, the Tactical.ly team has more time to think about individual client strategies now that they don’t have to spend so much time finding and re-communicating information from their knowledge base.

“Stonly is the easiest way to develop onboarding and success content that looks good quickly because their platform takes over the heavy lifting. With its simple format for sharing complex data, Stonly helps us get to the value delivery phase much faster, which drastically helps us with clients during that critical honeymoon phase.”

- Hayden Judd, Founder Tactical.ly

The knowledge bases that Tactical.ly creates have become a key value proposition, differentiating them across the competitive market to help win and retain business. Even previous clients still pay to access and utilize the content.