- The Onboarding Lab
- Posts
- The Importance of Human Personalisation As You Scale Customer Onboarding in SaaS
The Importance of Human Personalisation As You Scale Customer Onboarding in SaaS
How automated efficiency is impacting customer relationships and how to add personal touches in to fix it
Clare Knight
June 26, 2025 • Estimated Reading Time: 6 minutes
IN PARTNERSHIP WITH
Today I want you to steal the onboarding hub that cut time-to-value by 43%!
Flowla helped a Series B fintech startup streamline enterprise onboarding – and now you can copy the exact setup.
How to use it:
Make the hub your own to streamline your onboarding, from kickoff to go-live
Customise it to fit your team, steps, and stakeholders
Automate all manual tasks (handoffs, updates, data collection) with Flowla
One link. Zero chaos. Faster onboarding – on autopilot.
Hands up if your onboarding process is impressively efficient. ✋
On paper, I’m sure it ticks all the boxes.
It's also why your customers feel like they're being processed rather than partnered with, and this, is dangerous.
In the rush to systematise onboarding, teams accidentally strip out the human moments that build lasting relationships.
The companies that crack this code don't choose between efficiency and personalisation.
They build scalable systems that create space for authentic human connection at the moments that matter most.
Want to be one of those companies? Keep reading! ↓
🧪 The Project: Advanced Personalisation
Stop treating all customers the same and start creating moments that actually matter. Check out these steps to deliver personalised experiences without sacrificing efficiency or requiring massive team expansion.
Step 1: Map the moments that count
Not all touch points are created equal.
Focus your energy where it creates exponential relationship value.
Find these four moments:
Peak vulnerability: When they reveal their biggest implementation fears
Maximum investment: When they commit serious resources or political capital
Breakthrough celebrations: When they hit career-defining wins
Crisis points: When obstacles could derail everything
Create a simple map of these moments and their emotional intensity.
Spend 80% of your personalisation effort on the highest leverage interactions.