Onboarding lacked continuous guidance and follow-through
While the initial training provided a solid overview of the software and its primary features, there was a noticeable lack of ongoing support during the setup phase. Much of the configuration felt like a one-off effort, with limited follow-up to help adjust to real-world use cases. The onboarding materials were somewhat generic and did not address specific customer workflows, which made integration feel cumbersome. I was hoping for more detailed step-by-step guidance or refresher sessions as updates rolled out, but these were absent. The setup for the database feature required multiple attempts to get right, highlighting a gap in personalised assistance. Additionally, automatic updates occasionally changed the interface unexpectedly without sufficient explanation or training refreshers. This made the transition to new versions more difficult than it needed to be. Telephonic support was available but often felt reactive rather than proactive, which didn't alleviate these challenges. Overall, the onboarding process could benefit from a more continuous, supportive approach rather than a singular initial training session. Greater attention to ongoing setup needs would help reduce user frustration and improve long-term adoption rates.