ClassPass Uses Salesforce to Automate Partner Onboarding
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ClassPass uses Salesforce to automate key processes to efficiently onboard their thousands of studio partners onto their marketplace platform. They automated vendor creation in Bill.com to avoid delays in paying studios. They built a Mindbody integration portal using Visualforce to provide real-time feedback and reduce touchpoints. They also created a self-serve partner profile setup using scheduled jobs and automated email campaigns. This resulted in a 71% reduction in time to onboard partners, freeing up the team for higher value work, and a 45% reduction in partner drop-offs. The automation improved both the partner and ClassPass operations experience.
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ClassPass Uses Salesforce to Automate Partner Onboarding
- 1. ClassPass Using Salesforce to Create a Self-Service Marketplace while Managing Key Customer Data asaechao@classpass.com Au Finh Saechao, Senior Manager, Systems & Tools eluu@classpass.com Eric Luu, Technical Solutions Architect
- 3. ClassPass 45 cities 8500 studio partners 40M reservations Thousands of classes. One pass.
- 4. Speed and efficiency of onboarding partners is critical for success.
- 5. Small onboarding team and process is manual Mindbody integration steps are not intuitive Studio partners are usually not tech savvy On average: 3 weeks to onboard a new partner The Challenge
- 6. Vendor creation Mindbody integration portal Self-serve profile setup The Solution Automate as much as possible
- 7. Vendor Creation 8 hours a week Before
- 8. Vendor Creation 100% automation: creating and syncing Bill.com vendor accounts. Avoids delays in paying out to studios! Closed Won Opportunity Listener Process Outbound Message Create Vendor Bill.com ID in response Update with Bill.com ID After
- 9. Vendor creation Mindbody integration portal Self-serve profile setup The Solution Automate as much as possible
- 10. Before: • Manually emailed PDF • 11 pages long • Last updated: 2015 • Drop-off rate: 9% • Confused and unhappy studio managers Mindbody Integration Portal
- 12. Mindbody Integration Portal Real-time feedback on invalid integration settings 25% reduction in touchpoints per business day Visualforce Controller Listener Process Request JSON response XML response Request
- 13. Vendor creation Mindbody integration portal Self-serve profile setup The Solution Automate as much as possible
- 14. Partner Profile Setup Before: Partner Ops manually built out every partner profile! Before
- 15. Partner Profile Setup Scheduled job After: self-serve workflows powered by automated email campaigns Query for completed steps Sync Sync Email Partner builds out profile!
- 16. With all of this automation…
- 17. 71% reduction in time to onboard Overall results 45% reduction in drop-offs
- 18. Key Takeaways Free up the team to focus on higher value work Use real-time or batch to best address your needs Automate, but provide business with flexibility
Editor's Notes
- Eric – elaborate more about classpass company and organization
- include a before process (swivel chair) took 8 hours . Avoids errors, avoid delays http://afterclass.classpass.com/wp-content/uploads/2016/01/20151208_Partner-Guides-MBO-Integration_r12.pdf
- We created a process where Salesforce will send an outbound message to boomi, which includes billing level information (billing legal name and address). Boomi then transforms the data in a Bill.com friendly format, and creates a bill.com vendor record, and sends an ePayment Invitation. Once our partner fully onboards, we sync their bill.com ID into Classpass’s backend system, fully automating the process. Also add the Prod sync, ability to connect to our prod stack through a custom endpoint, push the bill.com id over to the
- Drop off rate before rocket: 74 venue churn 52 opp churn Total venue records: 855 Total opp records: 733 % venue: 8.6% % opp: 7.1% Drop off rate after rocket: 45 venue churn 34 opp churn Total venue: 913 Total opp records: 814 % venue: 4.9% % opp: 4.17%
- Eric – before and after (find the pdf) – demo (video)