Netlife x Ascend Onboarding
Netlife x Ascend Onboarding
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companies onboarded
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countries
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end users trained
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More efficient onboarding
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companies onboarded
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countries
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end users trained
0X
0X
More efficient onboarding
Client:
Netlife
Industry:
Mass photography workflow software
Use Case:
Delivering role-based onboarding to end users while tracking completion and readiness at the individual level
"Ascend redefined our onboarding by shifting from company-led training to tailored, people-centric self-service learning. This has significantly reduced time and costs while giving us complete visibility across the entire onboarding process."
Harri Olkinoura
Sales Manager
The problem every growing SaaS company hits
You sell complex SaaS. Your clients sign up excited. Then reality hits.
Their employees need to learn the software. But nobody has time. Day-to-day operations don't stop because you bought a new system. Onboarding gets deprioritized. Users log in once, get overwhelmed, and never come back.
The problems compound: poor adoption, frustrated users, lower satisfaction, and eventually churn. What worked when you had 10 customers breaks completely at 100.
This is the story of how Netlife solved it.
About Netlife
Netlife is a Norwegian SaaS company delivering its services in 38 countries through a mix of direct sales and a network of sales agents. Their customer base ranges from sole proprietors to multinational enterprises with 500+ employees.
The challenge
Netlife had zero visibility into whether their customers' employees were actually learning the software.
Every sales agent onboarded customers their own way. Nothing was aligned. There was no insight into how agents trained customers, and no insight into whether customers were actually adopting the product.
The issues ran deep:
Onboarding was aimed at the organization, not the individual. Like many SaaS companies, Netlife onboarded companies as a whole. But organizations don't use software. People do. And Netlife had no way of knowing which individual users had learned the system, who was ready, and who had never even completed their training.
Customers came unprepared. Most users hadn't logged in or even seen the product before their first onboarding meeting. The onboarding team was spending every session on the same basic walkthroughs, over and over.
Onboarding felt overwhelming. Customers were expected to learn an entirely new system while keeping their day-to-day operations running. Too much complexity, too early. Users felt buried instead of supported.
Resistance to change was real. Some users simply never started using the platform. Not because of a technical problem, but because of a lack of ownership, poor initial training, or the feeling that they didn't have time.
It didn't scale. With customers in 38 countries and company sizes ranging from 3 employees to 500+, a one-size-fits-all approach was never going to work. The onboarding team was the bottleneck, and scaling meant hiring more people.
The solution
With Ascend Onboarding, Netlife introduced a fundamentally different approach: training individual users, not organizations.
Every end user receives customized training based on their specific role and department within the client organization. A salesperson learns what a salesperson needs. An operations manager learns what an operations manager needs. No one is forced through content that isn't relevant to them.
Three things changed immediately:
Customers come prepared. Before their first meeting with the Netlife onboarding team, users have already completed relevant training in Ascend at their own pace, at their own level. When they show up, they're ready to go deeper, not starting from zero.
Person-level visibility. Netlife, their sales agents, and their client organizations now see at the individual level who has completed training and who hasn't. No guessing. No assumptions. When an organization buys a solution, they want to know they're getting value. Ascend gives them that transparency.
The onboarding team focuses on what matters. Instead of repeating the same basic walkthroughs for every new customer, the team now spends their time on the complex, high-value onboarding work that actually requires human expertise.
The result
Netlife can bring on more customers and scale faster, without expanding their onboarding team.
Customers adopt the product faster because users learn what they need before they even meet the onboarding team. Adoption goes up. Time to value goes down. And when end users see the value in the product, they make sure their organization stays a client.
"Ascend completely transformed how we onboard. We've cut onboarding time dramatically, and for the first time, we see exactly what's happening at every step."
Harri Olkinuora
Sales Manager, Netlife
How Netlife Scaled Onboarding Across 38 Countries Without Growing Their Team
How Netlife Scaled Onboarding Across 38 Countries Without Growing Their Team
Client:
Netlife
Industry:
Mass photography workflow software
Use Case:
Delivering role-based onboarding to end users while tracking completion and readiness at the individual level
"Ascend redefined our onboarding by shifting from company-led training to tailored, people-centric self-service learning. This has significantly reduced time and costs while giving us complete visibility across the entire onboarding process."
Harri Olkinoura
Sales Manager
"Ascend redefined our onboarding by shifting from company-led training to tailored, people-centric self-service learning. This has significantly reduced time and costs while giving us complete visibility across the entire onboarding process."
Harri Olkinoura
Sales Manager
The problem every growing SaaS company hits
You sell complex SaaS. Your clients sign up excited. Then reality hits.
Their employees need to learn the software. But nobody has time. Day-to-day operations don't stop because you bought a new system. Onboarding gets deprioritized. Users log in once, get overwhelmed, and never come back.
The problems compound: poor adoption, frustrated users, lower satisfaction, and eventually churn. What worked when you had 10 customers breaks completely at 100.
This is the story of how Netlife solved it.
Netlife is a Norwegian SaaS company delivering its services in 38 countries through a mix of direct sales and a network of sales agents. Their customer base ranges from sole proprietors to multinational enterprises with 500+ employees.
About Netlife
The challenge
Netlife had zero visibility into whether their customers' employees were actually learning the software.
Every sales agent onboarded customers their own way. Nothing was aligned. There was no insight into how agents trained customers, and no insight into whether customers were actually adopting the product.
The issues ran deep:
Onboarding was aimed at the organization, not the individual. Like many SaaS companies, Netlife onboarded companies as a whole. But organizations don't use software. People do. And Netlife had no way of knowing which individual users had learned the system, who was ready, and who had never even completed their training.
Customers came unprepared. Most users hadn't logged in or even seen the product before their first onboarding meeting. The onboarding team was spending every session on the same basic walkthroughs, over and over.
Onboarding felt overwhelming. Customers were expected to learn an entirely new system while keeping their day-to-day operations running. Too much complexity, too early. Users felt buried instead of supported.
Resistance to change was real. Some users simply never started using the platform. Not because of a technical problem, but because of a lack of ownership, poor initial training, or the feeling that they didn't have time.
It didn't scale. With customers in 38 countries and company sizes ranging from 3 employees to 500+, a one-size-fits-all approach was never going to work. The onboarding team was the bottleneck, and scaling meant hiring more people.
The solution
With Ascend Onboarding, Netlife introduced a fundamentally different approach: training individual users, not organizations.
Every end user receives customized training based on their specific role and department within the client organization. A salesperson learns what a salesperson needs. An operations manager learns what an operations manager needs. No one is forced through content that isn't relevant to them.
Three things changed immediately:
Customers come prepared. Before their first meeting with the Netlife onboarding team, users have already completed relevant training in Ascend at their own pace, at their own level. When they show up, they're ready to go deeper, not starting from zero.
Person-level visibility. Netlife, their sales agents, and their client organizations now see at the individual level who has completed training and who hasn't. No guessing. No assumptions. When an organization buys a solution, they want to know they're getting value. Ascend gives them that transparency.
The onboarding team focuses on what matters. Instead of repeating the same basic walkthroughs for every new customer, the team now spends their time on the complex, high-value onboarding work that actually requires human expertise.
The result
Netlife can bring on more customers and scale faster, without expanding their onboarding team.
Customers adopt the product faster because users learn what they need before they even meet the onboarding team. Adoption goes up. Time to value goes down. And when end users see the value in the product, they make sure their organization stays a client.
"Ascend completely transformed how we onboard. We've cut onboarding time dramatically, and for the first time, we see exactly what's happening at every step."
Harri Olkinuora
Sales Manager, Netlife
Netlife x Ascend Onboarding
How Netlife Scaled Onboarding Across 38 Countries Without Growing Their Team
Client:
Netlife
Industry:
Mass photography workflow software
Use Case:
Delivering role-based onboarding to end users while tracking completion and readiness at the individual level
"Ascend redefined our onboarding by shifting from company-led training to tailored, people-centric self-service learning. This has significantly reduced time and costs while giving us complete visibility across the entire onboarding process."
Harri Olkinoura
Sales Manager
"Ascend redefined our onboarding by shifting from company-led training to tailored, people-centric self-service learning. This has significantly reduced time and costs while giving us complete visibility across the entire onboarding process."
Harri Olkinoura
Sales Manager
The problem every growing SaaS company hits
You sell complex SaaS. Your clients sign up excited. Then reality hits.
Their employees need to learn the software. But nobody has time. Day-to-day operations don't stop because you bought a new system. Onboarding gets deprioritized. Users log in once, get overwhelmed, and never come back.
The problems compound: poor adoption, frustrated users, lower satisfaction, and eventually churn. What worked when you had 10 customers breaks completely at 100.
This is the story of how Netlife solved it.
About Netlife
Netlife is a Norwegian SaaS company delivering its services in 38 countries through a mix of direct sales and a network of sales agents. Their customer base ranges from sole proprietors to multinational enterprises with 500+ employees.
The challenge
Netlife had zero visibility into whether their customers' employees were actually learning the software.
Every sales agent onboarded customers their own way. Nothing was aligned. There was no insight into how agents trained customers, and no insight into whether customers were actually adopting the product.
The issues ran deep:
Onboarding was aimed at the organization, not the individual. Like many SaaS companies, Netlife onboarded companies as a whole. But organizations don't use software. People do. And Netlife had no way of knowing which individual users had learned the system, who was ready, and who had never even completed their training.
Customers came unprepared. Most users hadn't logged in or even seen the product before their first onboarding meeting. The onboarding team was spending every session on the same basic walkthroughs, over and over.
Onboarding felt overwhelming. Customers were expected to learn an entirely new system while keeping their day-to-day operations running. Too much complexity, too early. Users felt buried instead of supported.
Resistance to change was real. Some users simply never started using the platform. Not because of a technical problem, but because of a lack of ownership, poor initial training, or the feeling that they didn't have time.
It didn't scale. With customers in 38 countries and company sizes ranging from 3 employees to 500+, a one-size-fits-all approach was never going to work. The onboarding team was the bottleneck, and scaling meant hiring more people.
The solution
With Ascend Onboarding, Netlife introduced a fundamentally different approach: training individual users, not organizations.
Every end user receives customized training based on their specific role and department within the client organization. A salesperson learns what a salesperson needs. An operations manager learns what an operations manager needs. No one is forced through content that isn't relevant to them.
Three things changed immediately:
Customers come prepared. Before their first meeting with the Netlife onboarding team, users have already completed relevant training in Ascend at their own pace, at their own level. When they show up, they're ready to go deeper, not starting from zero.
Person-level visibility. Netlife, their sales agents, and their client organizations now see at the individual level who has completed training and who hasn't. No guessing. No assumptions. When an organization buys a solution, they want to know they're getting value. Ascend gives them that transparency.
The onboarding team focuses on what matters. Instead of repeating the same basic walkthroughs for every new customer, the team now spends their time on the complex, high-value onboarding work that actually requires human expertise.
The result
Netlife can bring on more customers and scale faster, without expanding their onboarding team.
Customers adopt the product faster because users learn what they need before they even meet the onboarding team. Adoption goes up. Time to value goes down. And when end users see the value in the product, they make sure their organization stays a client.
"Ascend completely transformed how we onboard. We've cut onboarding time dramatically, and for the first time, we see exactly what's happening at every step."
Harri Olkinuora
Sales Manager, Netlife