Rolling out a new platform isn’t just about technology, it’s about people.
At Avvoka, we measure successful onboarding not by the speed of software deployment, but by the confidence teams gain in using it. It’s when clients move from cautious first steps to complete independence, creating, automating, and refining their processes.
Our Customer Success lead Maca has guided numerous clients through the onboarding process.
“Technology is the easy part,” says Maca. “It works. The real challenge, and the real reward, is in changing people’s mindsets and supporting them as they transition to a new way of doing things.”
The value comes from helping people rethink how they work and feel confident doing it.
When you work with Avvoka, you’re gaining a partner genuinely invested in helping you succeed from the outset.
Collaboration from the start
Every rollout begins with listening. Before a single template is automated, our Customer Success team aims to understand each organisation’s operations, bottlenecks, automation impacts, and success metrics.
Every client starts with a personalised success plan that maps out their goals, key milestones, and the fastest path to time-to-value. We keep this plan front and centre throughout onboarding, shaping sessions and priorities so teams see tangible wins early. This structure means customers always know what’s coming next, what we’re tracking, and how we’re ensuring momentum stays high.
“We never start with a ‘one-size-fits-all’ checklist,” Maca explains. “We start with conversations. How does your team operate today? What are the biggest pain points of your current process? What are you trying to achieve? What gets in the way? Those answers shape their success plan and everything we do next.”
Consequently, no two onboarding journeys are the same. Some clients may pursue rapid automation of many templates, while others prefer to scale gradually. Some teams lead the process, while others rely on Avvoka to define the steps and map the journey. Every approach works because each plan is co-created, not imposed.
Our best rollouts are the ones where we feel like an extension of the client’s team, working side by side toward the same goals and milestones.
“That’s when onboarding feels effortless because it’s built on trust. Beyond just vendors, we become trusted advisors; the people clients rely on to navigate change and unlock the full value of automation” says Maca.
Building confidence, not dependency
Once setup is complete, the focus shifts to confidence. Avvoka’s no-code platform empowers anyone to automate but knowing you can is just as important as knowing how.
Through live workshops and practical training, our team helps clients build, test, and refine automation using their real templates and workflows.
“I’ve worked with all kinds of teams from the very tech-savvy to those who usually find any type of technology challenging! The great thing about the platform is that it’s intuitive, so anyone can learn to automate.”
Those early sessions often spark unexpected confidence, especially for users who thought automation would feel out of reach.
“When the less tech-confident users have those ‘Eureka!’ moments, when they start imagining new use cases, asking questions, and genuinely getting excited about document automation, that’s when you know you’ve done things right.”
The result is that teams don’t just adopt Avvoka, they’re empowered to own and scale their automation long after onboarding.
Staying close after launch
Onboarding evolves beyond the system going live. Every client has a dedicated Customer Success Manager who maintains the momentum by tracking adoption, gathering feedback, and identifying new opportunities to automate and optimise.
When clients move from asking for help to sharing their own wins - that’s when onboarding evolves into real partnership. From troubleshooting to celebrating milestones, the collaborative relationship remains, long after deployment.
As part of our ongoing partnership, we run a quarterly strategy review to evidence clear, measurable ROI.
We look at usage trends, efficiency gains and workflow adoption, while also spotlighting under-utilised features that could drive even more impact, and ‘hidden super users’ who, from the data, might make great candidates for future internal champions of the tool.
“Each review ends with tailored strategies to help teams unlock further value, ensuring customers have clear, data-led proof of progress to share internally and a roadmap for what to optimise next” Maca explains.
What success feels like
Avvoka views onboarding as a partnership, not a process, providing teams clarity, confidence, and momentum to continuous building.
“I love my job because I get to help people and see how our product makes their day-to-day work easier. Having practiced as an attorney, I understand firsthand the pain points Avvoka helps clients overcome.”
Instead of highlighting features, the focus is on outcomes – showing clients what’s possible and transforming the way they work.
“Often, clients don’t even realise what’s possible until we show them. For example, if a client sends me five similar templates that they want to automate, my first suggestion would be to consolidate them into a single master template, even if they hadn’t thought of that approach yet.”
When a clients tell us their rollout was smoother than expected, or that their teams enjoy using Avvoka every day, that’s the measure of success we care about most.
Implementing document automation is about transforming how people work, not just how documents are made.
With the right partnership, that transformation starts on day one.
