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How Zonos Cut Onboarding Time by 40% With Process Street

Blog: The Process Street Blog

Zonos is a software company headquartered in St. George, Utah, whose software allows businesses to automate the complexities of international e-commerce. This includes automating the calculation, collection, and remittance of duties and taxes.

The software company makes it easy for international shoppers to make purchases on websites with language and currency localization and the ability to prepay duties and taxes. Zonos also automates cross-border compliance and HS code generation.

Although the company strived to improve their customers’ international shopping experience, they faced challenges when getting these clients up and running with their software. Especially those with complex software integrations that varied in requirements. 

The previous system Zonos used for their customer onboarding was clunky and lacked the flexibility they needed, making the experience cumbersome and inefficient. This prompted Zonos to seek a more dynamic and user-friendly solution. That solution turned out to be Process Street.

“Initially, we underestimated Process Street. We didn’t think an onboarding tool not specifically designed for our niche would meet our needs. However, once we began exploring the tool’s features, particularly its dynamic capabilities and Zapier integration, we were sold.”

– Emilee Sheehy, Zonos Business System Analyst

In this case study, we’re covering:

Challenges faced by Zonos 

Before leveraging Process Street, Zonos faced multiple challenges:

Benefits gained by implementing Process Street

Process Street provided solutions through dynamic workflows, seamless integrations, embedded documents and videos, and clear task visibility. This helped Zonos benefit from:

Improved customization and ease of use

Before Process Street, Zonos had relied on a different onboarding software which fell short in customization and ease of use. “We needed a tool that could adapt to our intricate product offerings and streamline repeatable steps while allowing necessary customizations,” Emilee explains.

Seamless integration of documents and videos

With Process Street, Zonos achieved exactly that. The ability to embed documents and videos directly into tasks transformed their onboarding process.

“Our previous tool required hyperlinks that opened in new tabs, complicating the process. With Process Street, everything is integrated seamlessly within each task, making it simple and user-friendly.”

– Emilee Sheehy, Zonos Business System Analyst

Significant reduction in onboarding time

The results speak for themselves. “Our goal was to reduce onboarding time to 30 days. In just two months, Process Street helped us bring it down from 58 days to 35 days, exceeding our expectations,” Emilee reports. “It has not only sped up the process but also improved the clarity and efficiency of our workflows.”

Enhanced efficiency for complex integrations

At Zonos, the onboarding process involves complex integrations that often take several months to complete. “We onboard about 30 clients a month, with many taking up to six or seven months to fully integrate. We’re always looking for ways to make this faster and more efficient. Process Street has been crucial in helping us achieve this,” says Emilee.

Continuous improvement through user feedback

Emilee handles the creation and iteration of the workflows, taking on feedback from the onboarding team and clients to continuously refine the processes. “We’ve made numerous adjustments based on user feedback, ensuring the process is as smooth and efficient as possible, ” explains Emilee.

Results: How Process Street transformed Zonos’ onboarding process

Process Street has not just met but exceeded Zonos’ goals, underscoring the real, transformative power of effective process management technology. 

Zonos has significantly reduced onboarding time, streamlined complex workflows, centralized documentation, and improved customer satisfaction with a more intuitive onboarding process.

Here’s how: 

Reduced onboarding time 

Onboarding times were slashed, with workflows taking less time to complete, benefiting both Zonos and their clients.

“Our goal was to reduce onboarding time to 30 days. In just two months, Process Street helped us bring it down from 58 days to 35 days, exceeding our expectations.”

– Emilee Sheehy, Zonos Business System Analyst

Clear and intuitive

Customers and the onboarding team now experience a straightforward process with all necessary documents and steps neatly embedded in the tasks. 

“Embedding documents and videos directly into tasks has eliminated confusion and provided clear, straightforward guidance.”

– Emilee Sheehy, Zonos Business System Analyst

Efficient task management

Conditional logic and checklist views eliminated the previously messy Kanban system, providing clarity and reducing errors. 

“Our old system was messy with a Kanban view that wasn’t intuitive. Process Street’s checklist format makes it easy to see what needs to be done at a glance, eliminating confusion about next steps.”

– Emilee Sheehy, Zonos Business System Analyst

Enhanced integration

Using Zapier, Zonos seamlessly integrated Process Street with existing tools, maintaining clean data transfer and task automation. Since doing this, their client feedback has significantly improved. 

“Customers have left reviews praising the ease of onboarding. They appreciate not having to leave the page for additional information.”

– Emilee Sheehy, Zonos Business System Analyst

Zonos achieved continuous improvement with Process Street 

“Process Street has empowered Zonos to redefine their customer onboarding, turning what once was a cumbersome and error-prone process into a streamlined, efficient, and client-friendly experience.”

– Emilee Sheehy, Zonos Business System Analyst

Zonos uses Process Street for:

While their current primary use of Process Street is for client onboarding, Zonos sees potential for expanding its use. 

“We’re considering using Process Street for mini-onboardings when clients switch products or for upcoming product releases, to make transitions seamless without heavy involvement from the onboarding team.”

– Emilee Sheehy, Zonos Business System Analyst

In terms of overall impact, Zonos has experienced fewer errors and more efficient task management. 

The post How Zonos Cut Onboarding Time by 40% With Process Street first appeared on Process Street | Checklist, Workflow and SOP Software.

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