Why Attend?

In the B2B world, seamless communication and alignment are the bedrock of successful customer relationships. Yet silos between teams—both internally and externally—often obstruct onboarding processes, delay progress, and lead to missed opportunities. This webinar will unpack the challenges posed by these silos and provide actionable strategies to overcome them.

Key Learning Objectives
  • What are silos? Understand how they form and disrupt customer onboarding.
  • Sellers and Handoff: Discover how to minimize miscommunication that impacts deals and the risky process of handoff.
  • Internal Stakeholders: Learn ways to streamline cross-functional collaboration and ensure alignment.
  • Customer Stakeholders: Explore strategies to enhance the onboarding experience and build stronger relationships.
  • Actionable Solutions: Gain practical tools and techniques to unify teams and improve results for b2b onboarding scenarios.
Busting Silos for Onboarding Use Cases:
  • Sales Qualification with SME’s
  • Hand-off
  • Onboarding and Configuration
  • Project Delivery 

Installation (on/off-prem)

Transcript:

00:00 – 02:41

Joseph Knecht: Introduction

Today’s topic is breaking down silos and I think many of you signed up for this because this is a huge problem – obviously – in onboarding. It also is a huge problem in complex sales. And I'll allude to this later. We actually - our platform is heavily used in complex sales - because there are a lot of times where definition starts for onboarding, that last 30% of the sale. We have some resources on the website related to that. We're also doing another webinar later in the month - I'll allude to it at the bottom. 

But also, if you're having challenges more upstream - basically during the sales process of poor definition or poor data collection, those types of things - we help a ton in that. Because for us, onboarding really starts at the last 30% of the sale, specifically, in tech sales or PS (professional services) and other groups. And so, it starts there and then it kind of goes through the entire process of the handoff, onboarding, etc. 

Today, we're isolatinging obviously, the silos. But there are silos everywhere, including during the sales process. So, I will allude to that here a little bit at the end. But again, today, we're focused on a common challenge. That you know - like I said, I'm 48. This has really metastasized quite a bit in the last ten years. Where teams are more spread out, or there are just so many more people involved on both sides of the deployment. So, not only your team, you might have anywhere from three to five people involved in the onboarding, but then on the client side, five to ten, right? And so, it really has multiplied out.

And you need people for certain amounts of time, too. So, you may have some people at the beginning, then some people who are different in the middle, and then some different people at the end. And then you have some transient people who just need to come real quick, help out, and then get out of the way - in a very nice way, right? So, we'll call that transactional. So, we're going to kind of bus through some of this. 

With respect on our webinars, there are people who are OGs that have been doing onboarding forever And then there's some people who obviously, are new to the hustle. And so, they're learning. So, sometimes I'll start with some kind of definition and get us kind of rolling, and then from there we're going to get into some more of the meat with the potatoes. So, you can skip ahead if some of the stuff is too common for you. 

So again, breaking down silos - silos, not green bins. So, anybody who's in an ag state knows the difference of a silo and a green bin. We're based out of Lincoln, Nebraska - Omaha. So, this is a very big conversation within the office. So, some of you, I believe, are chuckling right now, because you know what I'm saying. So alright. Well, let's get into it.

[02:42] Screen showing slide: What Silos Look Like During Customer Onboarding  

02:42 – 08:34

Joseph Knecht: What Silos Look Like During Customer Onboarding

“Disjointed Processes”

So, what do silos look like? So, some of this is definitional. As I mentioned, a lot of stuff on this slide too – I apologize. But it just didn't warrant two slides. But you guys can make your way through. So, sometimes you're wondering where do silos come from and how is it affecting, basically, your organization overall? So, you get a lot of these symptoms.

And silos typically are the reasons behind this. And there are other factors, which I'll cover here in a minute. But if you're frustrated right now on a disjointed process because it’s start and stop, or there's other issues going on there -lack of communication and visibility. There's always these hangups or delays. You're going to start to figure out this is probably because you're needing input and feedback from multiple people, right? And so that again, is a symptom of what we would be calling silo, obviously.

People are in their own worlds. They don't really know what's going on in between. This can cause some substantial problems internally for your own group. And then, of course, the same exact problem is duplicated in the client that you're onboarding, right? And so that's an important piece of this. It's not just the blame game that there are silos on the customer side - like that famous horror movie, the enemy is inside the house, right? And so sometimes you’ve got to be careful of that also. 

So, you got internal silos and you have external silos, and maybe in your use case, you already know which side is the bigger problem. But just something to again, consider. Open your eyes to it. We like to talk about Johari windows all the time in our own enterprise. And sometimes that's the stuff that you don't see. Well, maybe some of that is a symptom on your side.

“Poor Information Flow”

Another big thing we're seeing, especially if you're like - we work with a lot of clients and regulated industries, healthcare, finance technology, professional services, this kind of stuff. In all of those ecosystems, there's a lot of data that has to be used during the onboarding process, and just lots of things have to be approved. And there are processes. If you're doing installs and people have to go on Prem - I mean, the list goes on and on. We work with a lot of clients, who have multiple locations. Right? So, there's just poor information flow. And it's the classic - if you do a huddle call, you realize half of the people have no idea what's going on. That's a big problem, right? So, there's just a lot of data. And who needs to see what and who needs to be doing what with the data also can be very problematic. And a simple use case of this kind of stuff is - let's say you ask the client to fill out a template or some sort of file, right? And they submit it back to you. Well, a lot of times that just sits there, and no one really looks at it.

And then all of a sudden, when it's needed, you open it, and it's GIGO. It's garbage in, garbage out. It's a bunch of junk, right? And so that's just poor flow. Because that should have been reviewed three weeks earlier so it's not holding things up. But who is supposed to review that? And the person reviewing it, do they know what the expectations are or definition of done, right? And so, you can see this information flow, whether it's documents, data, collection files - whatever it is, there needs to be consistency of that. If it's just ad hoc, or you're doing this through email, email is not a process right? 

So, again with the silos, this becomes an even greater problem. Because who owns what? When, where? And you are typically needing to aggregate a lot of data and information to properly get this. And that can start as early as the handoff process, right? And that silo would be your sales team again - not calling out sales, but obviously, that's where silos can come from. Right? Is your sales team the silo, or is the handoff silo, or is internal resources silo? And then, of course, on the client side. So there can be many, many silos. 

“Conflicting Goals”

Conflicting goals. This is sometimes a friction point, whether it's just with sales or with the actual client as you're onboarding them. Because when you're onboarding, having clear expectations of the client so that they can set expectations internally to their own teams - AKA, their own silos - becomes a very big challenge a lot of times. So, on your side, let's just say it's hip, hip, hooray! Like we landed this new hospital, and they're going to onboard our platform or hardware, or whatever it is, or a manufacturing company. Everybody's like hip, hip! hooray! And then all of a sudden, that was bought by the leadership of your client. And now, all of a sudden, it gets into the onboarding process.

And the people, you know, we're slammed. We have quarterly goals already. We have a lot of things in place, we are overwhelmed already. And now we're adding this onboarding, and if you're not teeing them up correctly to communicate and collaborate and get everything needed correctly within their own silos, the chances of that onboarding going successfully is very slim. Right? And so you have these conflicting goals, and a lot of that has to come to with transparency. Right? 

“Technology Gaps”

And then technology gaps. We'll get into that a little bit more. But this becomes even more problematic, where Peter and Paul don't play well together, right? And some other things around that.

So how do you provide an optimal environment to do this? So, some of this is a symptom – Eastern/Western medicine. Right? Just don't take pain pills to cover the pain. Figure out what the root problem is. So, some of these are for you to kind of revisionist; go back through your onboarding processes and think about, are these popping up a lot? 

[08:34] Screen showing slide: Impact of Silos on Customer Onboarding  

08:34 – 11:29

Joseph Knecht: Impact of Silos on Customer Onboarding 

Well, probably a lot of that is because of silos and challenges. So why is this so important? You say, Joey, great! I signed up for this webinar. Why does this matter? Well, I think there's some pretty big things here, right? Because we've built a very successful product and company around these problems. And because they're real. 

“Delays”

And so, delays - clearly, miscommunication, all sorts of things - we have done. 

But ultimately, miscommunication on a lot of these steps can obviously elongate onboarding processes. We have done many webinars and have resources on our site related to metrics, to better measure your team's performance and quantifying that to dollar value. So, you can justify your team, bonuses, and expansion of your team. Really celebrate the great work that you guys do. There's a lot of metrics that you should be using around that. And so, you need to be measuring that - one of those clearly is time to value, right? And other things. So, every time there are delays, this is impacting your team - your team's performance, your ability to scale. The list goes on and on, right? 

“Customer Dissatisfaction – Potential Churn”

Dissatisfaction and potential churn. A good 15% of churn comes during the onboarding process. Yes, that is true. Do the math. Every time I talk to one of you privately, not in a group setting, and I tell you the onboarding was an atrocious onboarding. How often do they actually - if you had a hundred clients, do 15 of them not renew? You're like, oh yeah, they don't renew. Because the relationship, you never get a second chance to make a first impression. That's kind of real and dating. And of course, in onboarding, don't know. But, definitely in onboarding - maybe in dating it's a little bit different. 

“Inconsistent Experience”

nconsistent experience. So, here's where it gets fun. So, either many of you are upsizing, meaning growing. Some of you might even be downsizing to become more efficient. Some of you might be VC backed. Some of you might be a mom-and-pop shop. Really, the size of our clients doesn't matter. We have clients on all ranging capabilities, but ultimately, no matter what size you are, you want a consistent, measurable experience.

Because that's where areas of improvement can come from, because you know what's going on. And then, as you add people or have to remove people, the experience of your customers during that handoff and onboarding experience is going to be very, very good. Right? 

“Missed Opportunities”

And then missed opportunities, again, similar. There's a lot of cross-sell, upsell opportunities, but you can do the math. You know the dollar value of each one of your opportunities and growth areas. This is a big number. It's a huge number, actually. You will be surprised what those numbers are, if you actually put the pen to paper. And we have resources for you to help do that. So, ultimately, we understand the impact of the silos on the onboarding. 

[11:30] Screen showing slide: The SILO Challenge 

11:31 – 12:10

Joseph Knecht: The SILO Challenge

So, why is this so challenging? So again, I'll reiterate we won't spend much time on this, but just conceptually, you have your team. Right? So, your team has just sold the deal. And you're now onboarding another team. Now, the multiplier effect here, which I don't have in this visual (referring to the screen). But you can obviously make the jump with me, is if the clients are remote, if they have multiple locations, or you're deploying to multiple locations,  that silo effect just becomes a gigantic problem. 

So, in the end, the number of people involved multiplies out very, very quickly. And so, you need to address this in a way that is going to make the onboarding more successful. 

[12:10] Screen showing slide: Need for Seamless Information

12:11 – 13:30

Joseph Knecht: Need for Seamless Information

The second piece of this is, you need seamless information. Right? So again, you have your internal systems. The client has their own internal systems. And then somehow, you guys got to get all of this into an equilibrium, basically. And there's lots of people and need contributors from many different departments to make this become a reality. 

So, this is where the silos start to multiply out, and it gets really hard to keep everything organized there, right? So, we've been building blocks here, getting to the point of understanding silos - helping you identify where those silos might be in your organization. Because if you're selling software or your SaaS client here, one of your big silos is the IT department and security audit of the client you're deploying into. That itself is one just massive silo that you need not only internal people on your team check, but then also their side of the equation. That's just a real simple one - that it's a massive silo that can stop deals entirely. Right? 

So, you need to think about where are you getting held up? What are the potential silos within your group? Because what we're going to walk through here, how you need to address those. Obviously, to make the onboarding more successful, faster, and more pleasurable. Right? 

[13:31] Screen showing slide: Strategies to Break Down Silos in Onboarding 

13:31 – 19:01

Joseph Knecht: Strategies to Break Down Silos in Onboarding

So, let's get in into it. So, couple of strategies here, and then I'm going to walk through three specific approaches that have yielded extremely well for helping - knocking down these silos and identifying those silos and holding them accountable to this. Because not to be a negative Nancy in the room, or a negative Ken. Oh. Fun fact there. We figured this out, actually. So, there was like, Karen's, right? And then we figured out the opposite of Karen's is Ken's, and one of our leaders is Ken. So, we've had a lot of fun with it. But he's a really nice guy. But I digress. So, Karen's and Ken's. 

So how do we basically build a strategy to improve this? I hope some of you are having fun with that. But ultimately, here are the strategies - kind of the underpinning of how you can bust these things down and be more successful. 

“Unified Systems and Tools”

So, the first one, clearly a unified strategy. We're going to get into this extensively, because again, not to be rude. But if you're managing your onboarding via email, that's not managing. That's hope.
And obviously, you need a better way to communicate/collaborate in a secure way, right? Because people are sharing important information back and forth. I hope you're not all doing that through email, lots of stories there, but unified systems. Basically, how do you get everybody organized. 

“Cross-Department Collaboration”

And then, how do you create an environment where it's cross-dependent collaboration across departments? Say that fast. Again, something to take into extreme consideration, here, as this is a two-sided situation. You have to have your team organized, because if you need additional resources out of your team from the IT department, maybe legal, all sorts of folks, you have to organize those cats there, right? And the same thing on the client side, right? Because they need to be organizing things and busting down and getting all the information you need to be successful.

“Documented and Shared Processes”

The other thing I talked about already a little bit is documented and shared processes – like, you have to set the expectations to clients and the accountability on that. So, we've been using the word silos quite a bit. Obviously, because that's the title of the webinar, but closely related, blood-brother/sister on silos, is accountability. And that's really where these things break down a lot of times. We'll use the silos as the excuse like, oh, the silos! But what it was, is that there wasn't clear expectations and accountability set during the onboarding process. And part of that helps to break down those silos. But a lot of times those silos aren't known, because it hasn't been clearly setting the expectation of what is going to be needed at the beginning of the onboarding process. Right? 

So, a fun way we always like to look at things is, you know. Look at yourself first. What could I be doing better? And then how do we hold them more accountable on the onboarding side? Well, some of that is setting the right expectations, right? And what we're going to be needing, so that we can identify those folks and roles within the enterprise on both sides. And then creating an environment to make that as easy and seamless as possible. So, if I do need their help, wherever they are within the enterprise, I'm making it so it's easy for them to get that information and get that to me in a timely manner. Right? And that's a real important piece. Here, the silo busting comes a lot with organizing and setting the right expectations, and holding them accountable to that, during that. 

“Customer-Centric Culture”

And you'll see as we get into the next two, we want to have a very good experience, but we also have to set the right expectations. 

“Assign Ownership”

And the last one, of course, is ownership. And that's, to me, it’s accountability right? And so, this is all done in a timely manner during the initial stages of the onboarding process, to identify where those silos are within the enterprise. Because you're going to know we need this information from X,Y and Z. And then those might be in different departments, different locations, whatever - being able to identify that in the early stages. But then creating an environment where it's very easy for those individuals to get you the information needed to get this over the line. And again, that's on both sides. That's not only penetrating the client or new customer, but also on your side. 

So, a couple of big strategies there, or things for you to consider. Obviously, look back at what you're doing now. Because again, some of that is going to identify some of the problems to silos. Silos just don't fall automatically. It's a combination of things done in a repeatable, executable, and visible manner. And visible, we're going to talk about here again. This is kind of a hint, because we've already talked about how to have a repeatable way of doing this, so that you know what's going on, so you can improve. 

It's also having visibility to what's going on, so that if there are silos, you're busting those or penetrating them faster. Because, you know things are not going the way that you want to sooner, right? And so, not everything's going to be perfect. No one's going to preach that every onboarding is going to go seamless and not a single problem. And nobody's going to let you down on either side. No, that's false.

But you need to create an environment that when it does start to go sideways a little bit, you know it's going sideways, or at least there's a temperament that this thing is going sideways. So that you can course-correct and make sure things are going all right, all right? So again, think about them.

[19:03] Screen showing slide: Solution: Centralized Environment 

19:04 – 25:10

Joseph Knecht: Solution: Centralized Environment

So, first one, centralized environment. So, again I alluded to it a little bit. This is the first thing you need to address. So, in order to get silos broken down and people on the same page, you have to be operating in a centralized environment. The centralized environment needs to have all of the information, the communication, all the actions that need to happen in one centralized place. This is so that you know what is going on. I mean, this shouldn't be a hard thing to convince you on, right? If you had to go to 19 different platforms for your banking, you'd be like, this is preposterous. It's the same thing, right? So, get everything in a common, secure environment, so that you know what's going on. And you can create repeatable processes around this and visibility so that you can execute your onboarding successfully. 

And going back up the funnel a little bit, like I've mentioned. Our platform is heavily used in that complex sale, because a lot of definition happens there, because you need that information for a good handoff. And then hand off into onboarding. So, today we're talking about silos. But as you're thinking about this, you might be going up the chain or up the funnel, whatever way you want to go - up the funnel a little bit, because that handoff might be wonky for you right now.

And that last sale, if you have SMEs and a lot of project definition going on in that last 20% of the sale, because it's getting real. You're going from dating to getting married, like in that ecosystem. You might want to consider some of your onboarding processes to be a little bit further up the funnel. We have a lot of clients that push onboarding into that last 20% of the sale, so that it's less riskier at the handoff. And then some of these silo-busting things are already addressed, because you've built rapport and a relationship a little bit sooner in the game. Just something to think about. You can’t have your whole team up in that size of the funnel. But again, it's a technique that we have seen work very, very well, especially on very complicated solutions, or projects, or offerings of that nature. So, it isn't so abrupt. I digress a little bit - back to centralized environment. 

So, as you can see here, again, because most clients are needing to communicate, collect data, do configuration, do discovery, do coaching on how to configure things. So, a lot of our clientele is in that kind of product. If your solution literally is a click, click, boom, dynamite kind of solution, some of these ideas won't make sense to you. Because there's too much here for a product that simple. That's just a self-serve, set-up client. We do work with clients like that. But this, what we're talking about here, self-serve, does not infer silos. So, work with me here on the presentation. This is typically for one of those more complex-type of offerings that you might have. 

So, centralized environment. Repeatable workflows, access to all this information - so people know what’s going on. And of course, improve communication and measurement. So just to show you, just how to bring these worlds together - 

[22:09] (Slide showing Engage Falcon Sample Site). 

So, what this is, this is what we call a workspace environment. Again, you're here because you know this is what we do. We do this extremely well for tons of clientele. So, we have a product – shocker - called Engage, right? And so, we help our clients execute the last 20% of the scale, the handoff, and then the onboarding experience. But one of the pieces of that, and I'll talk about it here in a little bit, is mutual plans. How to guide people back to the workspace. The workspace here, is one centralized - what these are, are secure portals between you and your customer. Okay? And so, this is an environment where your team and maybe some people from your sales team, maybe SMEs, other people from your implementation team. This is one centralized environment that is shared between both groups. Now you can hide information, of course, but ultimately this is a secure environment to execute certain processes and have visibility across all the data that is being shared. Any kind of onboarding processes that you might be doing, but all in one centralized environment. So, you can communicate, collaborate, comment, ask for feedback - keep everybody in alignment across the entire onboarding experience. Okay? And so, these are shared between the teams - highly secure, integrated with CRMs, all sorts of integrations. We'll talk about that later. But ultimately, if you take one thing out of this entire presentation to break down silos, it's called getting everything centralized and having visibility on it right? And so we help customers do this at scale. There's templating behind here. So, all of this is heavily automated. But ultimately, it gets everybody on the same page, so you're talking apples to apples. Definition of done, you know what's going on. All right? Very critical part to have all of that centralized in a secure way, so that you can guide people to the next steps of that. All right, just one on one. Do it, right?
(Changed slide back to Solution: Centralized Environment) So, centralized environment -critical for successful onboarding project. Because, again, you might have literally 20 people involved in this process. Right? So, it's very, very critical that everything is up to date. It's the newest information. It's the right information. I mentioned it earlier, GIGO - garbage in, garbage out. There's some really good resources on the website around that, because that is a huge killer in in onboarding; junk data or the team implements. Old data, bad data. And so, all sorts of things. 
You're chuckling to yourself because you know exactly what I'm saying. And so we want to eliminate all of those hiccups there. 

[25:10] Screen showing slide: Solution: Mutual Plans for HO and Onboarding 

25:11 – 27:14

Joseph Knecht: Solution: Mutual Plans for HO and Onboarding 

So the next solution is a mutual plan. So, we alluded in the earlier phases of the strategies, to win. The strategies to win, basically, comes to discipline and execution, right? And holding people accountable. So, you saw it a little bit in what I shared a minute ago. But we are very big proponents of mutual plans. If you want to call them that - implementation plans - we don't care what the terminology is. But you want to break down, basically, the responsibilities during an onboarding process. These can be internal facing only, so the client never sees them, or a lot of them are client-facing. And so, holding them accountable and walking them through what the expectations are for a successful onboarding.

I know some of you might chuckle that when the client was being sold your services, somebody might have told them, you know what, we can on board you in 3 weeks. And you guys are like, it takes us 8 weeks at minimum to deploy a client. Right? So sometimes there's missed expectations right out of the gate, too. And so resetting those expectations -who has to do what, when, where, and who has to be involved? AKA, where the silos are, and setting those clear expectations. So, you have to have common goals or shared goals. 

You need to define, who is doing what and agreeing on certain milestones within the onboarding. Clearly you don't just onboard and say, we're going to do everything all at once. There's breakpoints, right? And areas of opportunity to reconvene and guide people to success, because sometimes there are dependencies. But ultimately, doing all this in a transparent environment. Why is transparency and centralization critical to not only these mutual plans? 

Let's call it what it is. It's getting people to get stuff done because other people are seeing that they're not getting stuff done. And this allows you to pull the trigger on getting other people to help with getting things over the line - maybe having to talk to executives. But most of the time, if you deliver these in a way that is holding people accountable, they're going to deliver. They might miss it by a day or two – 

[27:14] Screen showing slide: Mutual Plans to Attack Silos & Accountability 

27:14 – 28:50

Joseph Knecht: Mutual Plans to Attack Silos & Accountability

But ultimately the processes are going to help drive success around these things, alright? So again, for the silos, I dug into this one a little bit more, because this is really critical. And it has to be done in the onset, and it has to be managed. And people must be held accountable and reminders sent. 

And of course, our platform does all these automations and workflows to help with all this stuff to automate this experience. But it ultimately comes down to identifying who has to be involved, setting the right clarity and focus for what they need to do, and then driving all that in a centralized environment. So, we know how things are progressing. And so, some of these things, you can take notes and think about in your own process. But ultimately, it's about getting people, across the line by holding them accountable. Setting the right expectations and then gathering that data, confirming it, and then moving on through that process. 

And again, it's nobody's first rodeo here. This is going to hold true for 80 to maybe 90% of the onboarding items. And then there's going to be that bespoke, ad-hoc stuff that needs to be done. But that still is also done in that centralized environment. So that you can still hold people accountable to that. So, there's a standard. And then you always have your little bit of additional love that might be bespoke, or again, unique to an integration they need, or a professional services piece of it. Again, all of these things are considered. But it's just setting those expectations and goals there. Okay.

Okay, so the first one, centralization; second one, executable, actionable milestones through mutual plans. Again, busting through those silos and holding those people accountable. 

[28:51] Screen showing slide: Solution: Integrations and Visibility 

28:52 – 33:38

Joseph Knecht: Solution: Integrations and Visibility

The last one is integrations and visibility. So what happens many times in silos, is the information is needed by a lot of people who you might not even know they need it. Or even the people who you're on the phone with onboarding, barely even know themselves. So, you have a tremendous amount of contributors. Basically, people who are just getting data or sending stuff to you. So, there's this whole web of needing to collect data and information. And a lot of times, those people really aren't actively involved in the onboarding themselves. Right? So, there's just a ton of people that might have to be providing information. And then, of course, you need to do something with it on your side. 

So, years ago we added mutual plans to our platform, which was a huge feature. But then you have a tremendous amount of what we call guests or contributors. And these are able to - via our platform - go out and get data and information from other people and bring it all into one spot. And reversely, being able to provide a ton of people information that has been collected externally because they might have to help with the quote, or the SMEs, or configuration and all these kinds of things. So what I mean by this -

The best way to explain this is to just show it is so – (shows Proteus Engage Falcon sample site – Engage Checklists) We have lots of clients that are using CRMs or other solutions. So, just because we use it ourselves, we're a big Salesforce group. Many of our clients are - Hubspot, also, Teams, Slack. All of these things we're integrated with, but as a reminder, this is a workspace. So, this is client-facing. They can be uploading files here, filling out forms, completing all of these checklist items - all this kind of stuff. We are fully integrated into Salesforce and other solutions where all of that information that is being collected - all of the files, all of the analytics, everything is also in there. Because your company might have 10 people that need to get access to this information to help with the deployment.

And so, it makes it seamless from not only the client's perspective, but for your own internal teams; for those that are maybe engineers and other people of your team. They need to get to some of the information to help successfully deploy this client. They are going and getting that data right in their existing systems that they already have. So, it's not tool for T. There's not another layer. It's basically an environment to make it very seamless, to get to that right information. Again, breaking down silos, not only on the client side, but also on the internal side of the equation. This is really critical for adoption, not only in streamlining your own onboarding experience, but on both sides of the equation there. Right? Very important. This is just a high-level example, of course, to drive that. 

So, when we talk about workspace experiences – (shows Proteus Engage sample site – Discovery Tab) it's not only process execution, with all of that in a centralized environment. But it's also, once we get a ton of this data, how do we get it to the right people in your company to be successful. They're not getting into Engage. They're just going to your common systems. They're already there. And we're giving you just basically a massive shortcut and speed to getting it successful. So, it's really, really important. 

Of course, we have tremendous amount of reporting also to create all visibility to this - not getting into that. Today's not a product demo. But ultimately, (shows slide Solution: Integrations and Visibility) this is where it has to be seamless. This kind of experience to bust down those silos. Because, if not, the silos just get recreated, because stuff is all in these disparate places. You need to get it into a centralized area and get it so that the right people can get to the right information at the right time, meeting them where they want to be met. So, making it easier for your team members, and of course, on the client side, right? And just streamlining all of this, so that there's scalability also. Because again, every silo we knock down and create visibility means things can happen faster. That means saving you guys time, effort, and energy. And then, also making the client extremely happy.

Okay, silos again, they're everywhere - internal and external. But ultimately, the way to break those down is by creating that centralized location, so everybody can see what's going on - people start to act a lot differently when they can see everything that's going on - by holding them accountable via some mechanism. In our case we like mutual plans, and our infrastructure to execute workflows and processes and data collection, right? 

And then the last thing is making it seamless. So, that all of the parties involved get to the right information at the right time. That's how you start to break down big time silos, which are time killers, and obviously –

[33:38] Screen showing slide: Next Engage Webinar 

33:39 – 34:34

Joseph Knecht: Next Engage Webinar

- where churn lives.  I will allude - and appreciate everybody's time - as I mentioned at the onset, we have another webinar coming up later on. Which is empowering internal champions and complex sales. This is the exact same kind of conversation of breaking down silos during the sales process. And that definition phase, that last 20% of the sale. And then, of course, that handoff. 

So, if you're listening to this and you're not in sales, but you really understood what we were talking about today, this webinar would be for members of your team to think about from the sales perspective. Team you up for better success in breaking down those silos during the sales process. So, I encourage you to sign up for that webinar, because it's a very similar concept and breaking down silos on a complex sale. It's getting all the people on the same page and getting the right information to make deployment correct. So, I encourage you to check that out or share with other members of your team.

[34:34] Screen showing slide: Resources to Help 

34:34 – 36:30

Joseph Knecht: Resources to Help

Last, but not least, I do this on all webinars and many of you have taken advantage of this - one-to-one consultation. So, you know our site. You know our resources. You can go with that. I'll share everything out there. Ultimately, I'm one of the leaders.

We have a very purpose-built solution and we have solved a lot of problems for a lot of corporations. But some of you just want brainstorming and ideas; you can email me. And then when I send out the follow up, there'll be a personal one-on-one meeting. It's not going to be a demo. You can just tell me what you're working against. I can show you how we have solved those problems. Obviously, my intent is to leverage Engage to do that. But if you have other things in place and you're just looking for some ideas and early bird shopping. Don't worry, don't hesitate. Sign up one-to-one. We'll walk you through some brilliant use cases we have and ideas for all different kinds of deployment types on the onboarding side. And we do that just because rising tide moves all ships and would love to help out with that. So again, Joey Knecht. There's my email right there (indicates email address on screen). Of course, I'll be emailing all of you the video of this webinar or the summary of this, hopefully, later tonight if not tomorrow morning.

And please take advantage of that, because again, it's like ships in the ocean. Many of you are not that far off from great success, where you're looking to scale and trying to create repeatable processes. So, it's a five to ten bubble degree changing on the compass that can really make a big difference in the outcomes.

And I've had some of you express like, Joe, do you only work with like, enterprises? No, we work with startups; literally, two-person companies. Our pricing structure? Super high efficiency. We don't charge for any of that contributor stuff. All of these things are built into the tool to make you successful. So, look forward to brainstorming with some of you and again appreciate the time today.

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