How Almabase Transforms their Onboarding Experience with Accord

The Company 

Almabase is a B2B platform that helps schools and universities connect with their alumni and raise funds. It offers tools for organizing events, running mentorship programs, and networking, making it easy to engage with graduates. The company also streamlines online donations and tracks contributions, while managing alumni data to keep information accurate and up-to-date. 

The company serves over 250 institutions, connecting more than 7 million alumni and processing over $30 million in online donations. Sarita Markande, the Customer Services Director, and Shweta Ann Mathew, the Customer Operations Lead, focus on enhancing team efficiency in Customer Success (CS), onboarding, Customer Operations, and CSAT, with an onboarding cycle of 90 to 100 days.

The Problem 

Prior to implementing Accord, Almabase’s CS team used Dropbox and email to manage customers and processes. "Previously, using email threads or Dropbox checklists for onboarding made it difficult to create joint accountability with our customers,” says Shweta. As a result, customers often assumed their work was done once they purchased Almabase. Accord has allowed us to be transparent and set the right expectations, so customers know exactly what they need to work on and what we will handle. This clarity builds trust and leads to higher customer satisfaction.” 

In addition to having an unstructured onboarding process, Almabase anticipated rapid growth in its customer base, necessitating a tool to streamline processes and enhance onboarding efficiency.

"Focusing on higher education and large universities, we had larger teams coordinating with customers throughout sales and onboarding. Without a structured approach, we risked disjointed processes and losing track of critical details,” explains Sarita. 

The Solution 

To make the onboarding process seamless from start to finish, and enable the teams to scale efficiently, Almabase turned to Accord. 

“Our target personas are in their 40s and 50s. When evaluating solutions, we wanted more than just a tool to streamline processes; it needed to be user friendly for our customers. We couldn't afford a steep learning curve, as it would hinder adoption.” says Shweta. "We chose Accord because it was the simplest and easiest tool we evaluated, and we were confident our customers could use it and extract value immediately."

Accord provides Almabase with clear visibility into onboarding timelines and keeps both customers and internal teams aligned on expectations and next steps. This alignment accelerates onboarding and leads to higher rates of customer satisfaction. 

Why Almabase rates Accord 10/10

The Almabase team rates Accord 10/10 for its user-friendly interface and the seamless pre-and-post onboarding experience it provides. 

“The problem Accord solves is complex, yet the product is incredibly easy to use," says Sarita. "We also love the team at Accord. From the sales process to onboarding and beyond, our interactions with the experts at Accord have been pleasant and effortless. It's been a truly enjoyable experience."