How Jellyfish Optimized Onboarding Time and Elevated the Customer Experience

About Jellyfish

Jellyfish is the leading Engineering Management Platform that helps engineering leaders align their teams' work with business objectives. By analyzing engineering signals alongside business data, Jellyfish provides full visibility into engineering operations. Companies like GoodRx, Keller Williams, Priceline, and PagerDuty use Jellyfish to optimize engineering resource allocation and prioritize work that drives business impact.

Industry: SaaS, Engineering Management Platform

Company size: 200 emp.

Location: United States

Use Case: Customer Onboarding

“The most exciting thing is that my team and customers are now working exclusively in one platform.”

The Challenge

Jellyfish’s onboarding process relied on multiple tools, making it difficult to deliver a consistent, customer-facing experience. This approach affected efficiency and scalability, creating onboarding inconsistencies.

Sydney Bufkin, head of the onboarding and implementation team, explained, "We had some spreadsheets, we had some data in Gainsight, we had data all over the place." Her team is responsible for ensuring new customers are set up successfully, providing initial training, and preparing them for a smooth handoff to the Customer Success team. The lack of a centralized system made it hard to streamline workflows, and she needed a solution that could engage customers more effectively. "We needed something customer-facing that was easy for customers to use so they would be more actively involved in the work of onboarding."

Sydney sought a platform that could act as a single source of truth, centralizing workflows and allowing customers to easily track progress. The goal was to deliver a more scalable, consistent onboarding experience that empowered customers to stay engaged, receive proper training, and be efficiently transitioned to the CS team. The ability to customize onboarding for different customer segments was essential to delivering consistent results.

"We needed something customer-facing that was easy for customers to use so that they would be more actively involved in the work of onboarding."

The Solution

The tool has given Jellyfish clear transparency into their implementation plan, enabling asynchronous work and fostering accountability by tagging task owners. The progress bar provides the Customer Success team with a democratized view of customer implementation status. With EverAfter’s widget options, Jellyfish created solutions like an onboarding scorecard widget, offering visibility into customer health and a place to document escalations, streamlining support efforts.

The flexibility to add one-off tasks has enabled Jellyfish to maintain a comprehensive audit trail, both internally and externally. While processes are streamlined by segment, EverAfter’s customization options ensure plans can be tailored to specific customer needs, resulting in higher customer satisfaction during onboarding.

Seamless integrations with GainSight and Salesforce reduced manual data entry and errors, while easy handoffs between CSMs and IEs ensured smooth progression through the customer journey. Slack integration further improved engagement by notifying the team when customers worked asynchronously or needed nudges, keeping implementation plans on track.

EverAfter enabled Sydney’s team to streamline tasks, enhance collaboration, and deliver faster, more consistent onboarding experiences across segments. The result? A scalable, efficient onboarding process that improves customer outcomes while reducing the workload for the Jellyfish team.

“The flexibility to tailor our onboarding plans has significantly improved customer satisfaction.”

Key metrics

Faster onboarding

for scaled customers, driving quicker time-to-value.

Enhanced customer engagement

fueled by real-time task tracking and progress visibility that keeps users aligned and proactive.

Streamlined internal workflows

slashing manual processes and eliminating communication bottlenecks, boosting operational efficiency.

“We’ve seen a significant decrease in time to launch for our scaled customers,"

The results

Implementing EverAfter revolutionized Jellyfish's onboarding operations, delivering a seamless, centralized process that dramatically improved both customer-facing and internal workflows. Sydney Bufkin reported a 40% reduction in time to launch for scaled customers, enabling Jellyfish to efficiently scale without compromising customer satisfaction.

The Customer-Facing Interface empowered clients with real-time visibility into their onboarding progress, significantly enhancing engagement. “Customers can now see exactly where they are, what needs to be done, and what’s coming next, allowing them to engage more effectively,” Sydney noted. This transparency fostered stronger collaboration between Jellyfish’s team and their clients, making the onboarding experience more interactive and dynamic.

Internally, EverAfter replaced fragmented systems, integrating Salesforce, Gainsight, Slack and Zendesk into a single source of truth. This eliminated the need for spreadsheets, email attachments, and manual updates, streamlining workflows and improving operational efficiency. Sydney shared that “We had one customer who raved about the experience, and even considered adopting EverAfter for their own operations.”

Every Jellyfish customer gets their own personal onboarding program based on their segment.
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Key Operational Improvements:

Seamless System Integration: Unified platforms like Salesforce, Gainsight, Slack, and Zendesk, ensuring automated data synchronization and accurate, up-to-date information across systems.
Improved Automation: Reduced manual tasks, enabling Sydney’s team to focus on high-value activities, while delivering personalized, relevant content to customers.
Collaborative Engagement: Both teams and customers worked within the same interface, increasing transparency, reducing friction, and boosting engagement.

Key Metrics:

40% reduction in onboarding time for scaled customers
Improved customer engagement through real-time task tracking and progress visibility
Streamlined internal operations, reducing manual processes and communication overload
Positive customer feedback, with clients praising the streamlined and user-friendly experience

With EverAfter, Jellyfish now boasts a scalable, efficient onboarding process that not only elevates customer engagement but also enhances internal workflows, ensuring long-term growth and success.

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Customers can vote for features to be developed and get early access to new features directly from the interface

They have one place to manage their projects, vote on project ideas, and provide feedback directly from the interface.

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Future plans

Jellyfish aims to further leverage EverAfter by:

Expanding success plans: Introducing success plans to complement onboarding, with training and collaboration to create a Minimum Viable Product (MVP).
Administrator dashboard: Developing a dashboard to track key data, training participation, and customer advocacy opportunities, addressing gaps left by deprioritized product features.
Graduation program: Prioritizing the bridge between onboarding and success planning to ensure seamless transitions and alignment across efforts.

These initiatives aim to streamline workflows, enhance customer satisfaction, and strengthen internal efficiency.