Introduction

Usercentrics, a leading consent management platform, is used globally, particularly in Europe, by organisations like H&M, FC Bayern Munich, and Deutsche Telekom. As regulations around data privacy evolve, Usercentrics helps businesses remain compliant while ensuring a smooth customer experience. To support both their sales and onboarding processes, Usercentrics turned to Valuecase, aiming to create a more efficient, customer-centric journey.

"The ability to provide each customer with a dedicated space, including all assets and planning tools, has ensured a consistent and efficient experience across the board. It's truly enhanced the way we work and engage with our clients." – Michel Henss, SVP Sales & Customer Success at Usercentrics

The Challenges

Complex Sales and Customer Onboarding

Usercentrics had to manage a diverse range of customers – from small businesses to large enterprises like Siemens. The complexity of these processes, influenced by varying local regulations, required effective coordination and tailored communication.

Fragmented Materials and Workflow

Before Valuecase, Usercentrics faced a fragmented workflow for sales and onboarding. The team relied on emails and documents, making central management difficult. This lack of visibility often left managers unsure of the next steps for customers.

Manual Communication and Tracking

Managing multiple communication channels and sharing documents manually led to inefficiencies. Sales and onboarding managers juggled numerous emails, assets, and documentation – resulting in errors or delays in delivering critical information to clients.

The Solution: Valuecase for Sales and Customer Onboarding

Usercentrics chose Valuecase to overhaul and streamline their sales and onboarding processes. By leveraging Valuecase's capabilities, Usercentrics has implemented personalised workspaces for each customer, creating a more organised and centralised journey.

Personalized Sales and Onboarding Portals

With Valuecase, each customer receives a customized portal, centrally controlled and based on templates, ensuring the right content is shared at the right time, maintaining consistency while providing tailored support.

Integrated Mutual Action Plans

Valuecase introduced mutual action plans during sales and onboarding, ensuring a collaborative process. Clear action items and responsibilities allowed both Usercentrics and their customers to move swiftly with better coordination.

Centralised Workflows and Asset Sharing

The platform centralised resource sharing, eliminating fragmented email chains. Sales and onboarding processes are now smooth, with all assets easily accessible within the Valuecase workspace.

Impact

Since integrating Valuecase, Usercentrics has seen significant improvements in its sales and onboarding metrics:

• Reduced Onboarding Time: The onboarding process is now ~20% faster, allowing Usercentrics to serve more clients without sacrificing quality.
• Enhanced Engagement: With everything consolidated into one portal, customers experience a more organised and seamless journey, which has led to a higher engagement rate during both sales and onboarding.
• Improved Internal Efficiency: Valuecase's centralised asset sharing and go-live planning have saved hours per sales and onboarding manager, freeing them to focus on strategic growth rather than administrative tasks.