How Supy Reduced Onboarding Time by 25% with Flowla

Kenneth Sillo, Revenue and Operations Specialist at Supy, shares how Flowla helped the team streamline and scale their customer onboarding process while improving client experience and internal efficiency.

The challenge: Manual onboarding and zero visibility

Before adopting Flowla, Supy managed onboarding through spreadsheets, email threads, and scattered resource links. “We usually do our onboarding by sending out different materials, different data requirements that we need from the client. So we send out templates.” Kenneth explained. 

Clients were asked to fill out two separate spreadsheets – one for their product master list and another for account configuration – alongside tutorial links shared individually or through a generic shared drive. 

This manual process created a visibility gap. 

Without centralized tracking or a clear UI, both the internal team and the client struggled to keep momentum. That’s when Supy began looking for a platform that could bring structure, visibility, and a better experience for both sides.

The solution: Centralizing the client journey with Flowla

Once Flowla was implemented, the Supy team mapped out their entire onboarding journey and built it into a repeatable Flowla room template. “We placed all our materials where they’re needed in the journey,” Kenneth explained, i.e., templates and spreadsheets are shown at the beginning, and the resources are placed at the end for easy reference.

Flowla Rooms are now an integral part of every onboarding project, with a Flowla room created before they start any onboarding process, as Kenneth said:

Supy’s onboarding process also benefits from Flowla’s visual structure and mutual action plan view. Clients can clearly see what’s expected of them and what’s being handled by the Supy team. 

“You'll be able to see the full Gantt chart or our table view of all the actions needed for the client and for us internally to complete the onboarding. So the client is aware that they have to do specific actions for them to complete the onboarding.” 

That visibility has helped drive smoother collaboration and faster time to value.

Flowla’s engagement tracking has also become a core part of Supy’s onboarding operations. For example, if a room isn’t getting enough views, a manager could tell the CSMs to push the client to interact with the actions that are there. So the data not only helps guide follow-ups but allows Supy to proactively unblock customers before delays happen.

From trial to standard operating procedure

Adopting Flowla across the Supy team was quick and straightforward. 

“One thing that we really did at the beginning is provide them with one template that they could use from their end and later on customize it to whatever they need for adding a few more actions and steps into it. It was very easy to onboard them.” 

While the team initially had a few questions, they quickly got up to speed without requiring extensive training or internal demos. Kenneth noted that they didn’t have to create any training materials, the reminder emails and Help Center updates from Flowla were really helpful.

Flowla is now fully embedded in Supy’s onboarding workflows. New hires in customer success have embraced the platform as a core part of their process. Now they’re building their own onboarding templates, tailored to how they run their projects.

“So they were very happy and they created templates from their end, templates that were derived from the original template that I mentioned. So all the steps that they want for their specialized onboarding for each CSM is now there. It's all there in one platform. It's all there in one view in one room.”

Flowla’s role has also expanded beyond the CSM level. Team leads use reporting features to track onboarding progress and engagement across geographies. CSMs, on the other hand, rely on room-level engagement signals to guide their follow-ups and keep deals moving. 

The results: Faster onboarding and higher engagement

Since adopting Flowla, Supy has seen a measurable improvement in onboarding performance. In just a few months, they reduced their average onboarding time by approximately 25% – a major efficiency gain for the team.

Beyond the time savings, Flowla has also helped Supy become more customer-centric. Now, clients can access everything they need in one place without emailing support for links or asking where to find things.

The structured timeline view has also improved accountability on both sides. Clients know what’s expected of them, and Supy’s CSMs can track and guide progress in real time. 

“It's very important for us to be implemented on time. Because, of course, when you implement software like this, time is very vital. Some other platforms are on board within six months. But for us, we value the time that they are paying and we don't want to waste any of those months that you're paying for the product and not utilizing it fully.”

Internally, Flowla has helped establish repeatable, scalable processes. CSMs have standardized templates, onboarding workflows are being automated, and engagement data is used to trigger personalized follow-ups. 

What’s next: Scaling through automation

With Flowla now a core part of the onboarding process, Supy is looking ahead to automation as the next growth lever. The team is actively working on automating onboarding triggers based on deal stage movements in HubSpot, sending alerts and updates to CSMs without needing manual input. 

“Before there were a lot of manual mapping, like we gather data from one external form, and then we push it into HubSpot. But since you helped us with the integration, if they fill out the questionnaire from Flowla it flows into our HubSpot platform. So that was one thing that was fully removed 100%.”

Flowla’s integration with HubSpot has already allowed them to auto-populate client data from forms, eliminating a previously manual handoff.

“We're basically creating flows for onboarding deals that need several levels of approval from our side internally. So that was the manual part. Now we're going to eliminate that with the help of HubSpot and Flowla. So in Flowla, you can set up several conditions on when a room will be created. So we're going to utilize that.“

Next up: mapping internal approvals and building out fully automated workflows that reduce administrative friction across teams. 

With strong foundations in place and a clear roadmap forward, Supy is well on its way to scaling onboarding operations while keeping the customer experience front and center.