Cloudflare

How Cloudflare Optimizes Onboarding Delivery for 10,000 New Customers a Day

Saad Hameed
Saad Hameed
Self-Service Growth Leader
Cloudflare
“Before Usermind, when we wanted to test a new email onboarding process, implementation work would take weeks. With Usermind, we were able to build new, behavior-based transactional emails, with minimal development spend. We’re looking forward to orchestrating even more complex customer journeys using customer data and identity management in Usermind.”
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Cloudflare
Cloudflare is on a mission to help build a better Internet. Running one of the world’s largest networks, which powers more than 10 trillion requests per month, Cloudflare protects and accelerates any internet application online without adding hardware, installing software, or changing a line of code.
Location
San Francisco, CA
Integrations
Journeys
Customer Onboarding
SaaS Trial Optimization

The Challenge

Disconnected onboarding experience = poor upsell conversion

The first week of a new customer’s experience is vital to retention. Without the right touches at the right times, new users don’t engage with the right product features, or discover the value our product has provided.

The Solution

Connecting data and systems to deliver onboarding at scale

We orchestrated a new, behavior-driven journey for onboarding thousands of new customers daily. Using business logic that connected and identified users across Cloudflare’s product, transactional email provider (Mandrill), and other systems, we were able to trigger personalized emails based on specific user interactions and readiness for upgrade.

The Impact

Better control of how we communicate with customers

With better-timed and behavior-driven onboarding emails, we saw a significant improvement in new member retention and upgrades to our paid Pro subscription tier.

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