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Trailmark

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Know which new accounts are stuck, and on which step.

Trailmark turns onboarding into a checklist every new account works through, and puts an account on hold the moment it stops moving. Your team calls the right customer about the right step, not the whole list.

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See how it works

Sample data. These accounts and people are made up.

Onboarding fails quietly, one step at a time.

Most new accounts that churn early never complain. They stop at a step, and nobody notices until renewal.

  1. NOBODY SEES THE STALL

    An account connects its data and never shares a first report. Nothing breaks, so nothing alerts.

  2. A HEALTH SCORE HIDES THE STEP

    A score of 62 says something is wrong. It does not say which step, or who should call.

  3. THE REVIEW RUNS OFF A SPREADSHEET

    Someone rebuilds the onboarding list by hand each week, and it is out of date by Wednesday.

One checklist for every new account. A hold the day one stops.

You decide what being set up means: the milestones, their order, and how long each one should take. Trailmark watches every account against that list. Each milestone is always in one of four states.

  • CHECKThe milestone happened. Trailmark saw the event, so nobody ticks it by hand.
  • IN PROGRESSStarted, not finished, like a data source that is connected but has not synced yet.
  • HOLDThe account has sat on this step longer than you allow. This is the list your team works.
  • NOT STARTEDComes later in the checklist. Nothing to do yet.

How Trailmark works

Setting up Trailmark is itself a short checklist. Your CS lead owns it; nobody needs to write code.

  1. WRITE YOUR ONBOARDING CHECKLIST

    Name the milestones that mean an account is properly set up, in the order they usually happen. Four to six is a good start, and you can change them later.

  2. CONNECT WHERE EACH MILESTONE HAPPENS

    Product events, your CRM, or a spreadsheet export. Each milestone listens to one source.

  3. SET HOW LONG IS TOO LONG

    Give each step a time limit. When an account passes it, that step goes on hold.

  4. WORK THE HOLD LIST

    Each morning your team sees which accounts are on hold, at which step, and for how many days.

Built for whoever owns onboarding.

The same checklist, read three ways. Pick the team closest to yours.

  1. 01CUSTOMER SUCCESSWORK THE HOLD LIST
  2. 02IMPLEMENTATIONHAND OFF CLEAN
  3. 03REVENUE OPERATIONSSEE RISK EARLY

Tuesday morning, by the numbers.

ACCOUNTS IN ONBOARDING
0
ON HOLD TODAY
0
DAYS, LONGEST HOLD
0
MILESTONES PER ACCOUNT
0

Sample data. The same made-up accounts as the cards on this site.

Every account, read the same way.

Halden & Co is on hold at its first report. Brightwell Freight is still connecting its data. Oakline Studio is one team away from done. Open any account and you read it the same way.

Sample account card: Halden & Co, on hold at First report shared
Sample account card: Brightwell Freight, data source in progress
Sample account card: Oakline Studio, second team in progress

Sample data. These accounts and people are made up.

See your own accounts on the checklist.

Bring a list of recent signups. On the call we map your milestones and show you which accounts would be on hold today.

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