Enflux accelerates onboarding with short video messages
Enflux offers a powerful decision support platform for higher education, integrating siloed admission and assessment data into real-time, actionable reports. This enables institutions to enhance academic performance and effortlessly deliver data-backed metrics to federal and accreditation agencies.
About Enflux
Enflux is a decision support platform designed for higher education institutions. It consolidates and analyzes admission, assessment, and other critical data to generate real-time, actionable insights. This helps institutions improve academic outcomes, streamline reporting, and meet compliance requirements with ease.
- Industry: Higher Education Technology and Data Analytics
- Company Size:60 employees
- Location: United States
The challenge: onboarding busy customers
Enflux offers a powerful decision support platform for higher education institutions, integrating siloed and static admission and assessment data—both internal and external—into real-time, actionable reports. This enables institutions to enhance academic performance and easily provide data-backed metrics to federal and accreditation agencies.
Ana Gonzales, Head of Customer Success at Enflux, faces challenges in onboarding new customers due to the platform’s high level of personalization. Each customer’s unique data is needed to build tailored visualizations, requiring collaboration with busy Associate Deans of Assessment. While Ana has traditionally relied on 1:1 and Zoom training sessions, she sought a more efficient way to reduce the time commitment from her customers and expedite the onboarding process.
The solution: Videos for every time and place
Ana utilizes Sendspark throughout the onboarding process to support her customers more effectively, quickly, and personally. Here are some key ways she incorporates video:
Asynchronous Training Sessions: Ana conducts detailed “live” Zoom training sessions, but understands that customers can’t always attend in real-time. She sends the recorded sessions via Sendspark, allowing customers to engage at their convenience. Each video includes a call-to-action, providing a direct link back to her for additional support.
Video Tutorials in Intercom & Email: Ana has set up automated workflows to send video tutorials at just the right moment using Intercom and email. These video messages are triggered by specific customer actions (or inactions), ensuring they are timely, relevant, and valuable during the onboarding process.
Quick Replies to Support Questions:
When customers reach out with questions, Ana often records a quick, personalized video to demonstrate exactly how to resolve their issue. These videos provide instant solutions, eliminating the need for lengthy email exchanges or face-to-face meetings.Scheduling Customer Check-Ins:
To check in with customers and arrange formal meetings, Ana uses Sendspark to add a personal touch. The videos convey that the emails are not automated, making it easier for her to schedule more meetings.
What’s next?
Next, Ana is excited to engage customers with two-way video communication. She plans to use Sendspark’s request video feature to have customers record their feedback, allowing her to gain deeper insights into their perspectives and diagnose issues more quickly.
