Restaurant operators and managers are short on time and under increasing pressure to improve operational efficiency. Nory knows that an incomplete onboarding flow places restaurants at risk of churning from the product. Their goal was to improve their onboarding process and shorten time to value for their customers, while highlighting areas where Nory needs to step in and provide additional support.

Nory used Trig's behavior analysis to identify the key areas where customers stall while onboarding into the product. They wanted to identify places in the flow where incentives could be deployed to push restaurant owners to prioritize the onboarding process. Their definition of success was a faster and more effective onboarding cadence for restaurant owners. They wanted to then use this as an engagement loop for Nory’s team to offer more bespoke and targeted products to their restaurant partners.

Trig's AI agents provided Nory with the tools to incentivize and drive speedy onboarding across their new restaurant customers in three ways:

They were able to identify the steps each new restaurant operator had to take to fully onboard into the product.

They targeted and communicated with key contacts at the restaurant, offering incentives to complete each step.

Using Trig's incentive product they rewarded operators for completed steps with Amazon gift cards.

Trig drove a number of key improvements to the onboarding flow for new restaurants signing up to Nory’s operating system.

An increase of 266% of adoption rate across restaurants in the first campaign.

66% of their customers completed onboarding in under ten days.

83% of all new restaurants in the campaign completed all onboarding steps.

100% open rate among targets for the campaign messaging, proving Trig's effectiveness in delivering key communications to Nory’s customer base.

Nory

Adoption

Head of Customer Success

Incentivizing onboarding without endless customer chasing and signal monitoring

As the first-of-its-kind "Shopify for independent restaurants," Owner has experienced explosive growth since day one, surpassing 

, doesn't take this momentum for granted. Like any savvy revenue leader, he knows that sustainable growth depends on retaining customers, not just winning them.

Kyle has always encouraged new customers to quickly finish their onboarding milestones and start unlocking value fast. The blocker? Most of the company's busy SMB customers have little time to spend implementing new tech. "There are always a million things happening in restaurants," he explains. "As a result, tasks like photographing menus and updating website storytelling can feel too painstaking for our customers."

Still, Kyle was well aware that churn risk goes up every day that onboarding stalls—and his eight-person team spent four hours per day calling, emailing, and generally following up to ensure customers supplied the required assets. However, as Owner's platform took off, the number of onboarding customers quickly outpaced the team's ability to personally chase down each one.

Kyle had a hunch that customers wouldn't need so much manual nudging if they were given a discount or another onboarding incentive. But determining who needed incentives to hit which milestones presented another obstacle. Since Owner's CRM and product usage data lived in different tools, mapping out all the onboarding possibilities would take data science resources that the company didn't have to spare.

What Kyle truly needed was a third-party platform to optimize post-sales engagement by:

Providing 360-degree visibility into every untapped onboarding opportunity and its revenue potential

Automatically targeting new customers with incentivized, multi-step onboarding campaigns

Luckily, he was already familiar with a solution that met these needs: 

Having previously worked with Trig's Co-founder, 

, at Shopify, Kyle knew he had to get in on what his former colleague was building.

"Our SMB customers have restaurants to run, so onboarding usually isn’t their highest priority. Trig’s personalized campaigns are just the push they need to start unlocking big wins with our platform."

Deep behavioral insights and automated onboarding campaigns ramp up adoption

With Trig, Kyle saw "tremendous results" in just two weeks. After a turnkey integration with Owner's CRM and product analytics platform, Kyle worked with the Trig team to launch an incentivized onboarding campaign to a select group of customers. To his surprise, these customers immediately began completing onboarding milestones at a 70% higher clip than the non-incentivized group.

This early win gave Kyle's team the encouragement they needed to extend their use of Trig across Owner's entire customer base.

Today, they deploy Trig's trusty AI agents to continuously monitor all new customers' onboarding progress. The agents show them how many milestones each one has left to complete and what messaging and incentives they need to complete them—no data science lift needed.

With this data, Trig's AI agents then suggest and orchestrate fully automated email campaigns, coaxing each customer to submit every asset, including menu photography and website updates. While campaigns target multiple accounts, each remains tailored to the customer and their onboarding stage. For example, when a customer has completed two out of three major outcomes, an email is triggered offering a one-time monthly discount to finish the third.

"Letting Trig do all the pinging for us is a huge headache reliever," Kyle says. "We're more than happy to give our customers a small financial reward if it's going to get them value faster."

And thanks to Trig's user-friendly dashboards, he can easily track and validate every bet they make on their customers' success. These reports offer a transparent, real-time view of how quickly customers are progressing through this journey (including email open and reply rates, as well as outcomes completed). That way, his team has all the information needed to decide on the next course of action.

For customers who've successfully finished onboarding, that means rewarding them with the incentive and eventually moving them into an expansion campaign 

. For customers who continue to stall, that means gently but persistently retargeting until they go live.

So far, Trig's ROI predictions have been spot on. Not only is adoption skyrocketing, but now that customers are actively customizing Owner to their branding and workflows, they're experiencing noticeable upticks in their Growth Potential Scores (GPS). And in Kyle's experience, when customers' GPS is strong, retention and LTV always follow.

"Trig puts a precise dollar value on every post-sales opportunity. We can quickly go from hypothesis to incentive to validated answer without any of the usual data science heavy lifting."

Faster onboarding, more successful customers, and 52% reduction in pre-live churn

By partnering with Trig, Owner transformed onboarding into a potent, retention-driving engine. Thanks to the platform's timely nudging and strategic incentives, SLAs are improving, onboarding is faster, and customers are quickly realizing all the value the restaurant software has to offer. Meanwhile, Kyle's team has gained valuable time to focus on other revenue-driving initiatives, such as automating asset collection workflows, aligning communication, and increasing visibility between the sales and onboarding teams.

With their very first AI agent deployment, they reduced pre-live churn by 52 percent, generating over $1.3 million in business value - achieving a 12x return on investment.

$1.3 million in business value generated from first intervention

80% reduction in onboarding asset collection timelines

3X increase in full asset collection at launch

Looking ahead, Kyle is eager to continue tapping into Trig and its team of post-sales growth experts. Being an early adopter has given his team a major strategic advantage that will continue to translate into greater NRR growth, especially as Trig's product rapidly evolves.

"Trig's product has already matured so much that we've been expanding our use of it deeper and deeper into the organization. I only work with companies at the top of their category, and I can confidently say that's Trig.

Owner

Value generated

Chief Revenue Officer

CloudTrucks is a marketplace that connects drivers that have capacity with truck loads that need delivery. CloudTrucks noticed that there were times when a percentage of their customers who, while active, had spare capacity for jobs. They felt that with the right incentive, delivered at the right time, there could be significant upside for the drivers and for CloudTrucks.

CloudTrucks used Trig's behavior analysis to spot new opportunities to boost engagement with drivers. The desired outcome was to increase the number, and quality, of loads drivers were completing within a week long period, and increase long term engagement with their drivers.

CloudTrucks used Trig's campaigns to influence key behaviors of their drivers. This was a multistep process that Trig made simple. The platform:

Identified the drivers that had capacity in their driving schedules over the previous weeks.

Targeted those drivers at the beginning of their next working week and offered them CloudTrucks cash as a reward for hitting 4 loads in the coming week.

Tracked and rewarded specific drivers based on the performance CloudTrucks wanted to see.

Trig helped drive significant results for CloudTrucks. The aim was to increase the number of loads driven by drivers identified to have extra capacity and share the revenue from the load increase with them. The results were strong!

42% of drivers completed the required four loads.

52% of customers showed material change in load volume (meaning that the loads driven in this week were the most loads those drivers had performed in the previous 4 weeks).

21% went beyond the required amount of loads.

Drivers were seen to be hard to reach via email. Trig's messages had a 46% open rate.

How Nory used Trig to drive a 266% uplift in adoption rate across new customer cohorts.

Learn how this industry-leading restaurant software partnered with Trig to automate post-sales engagement and accelerate time to value.

How Trig helped CloudTrucks get 21% of drivers to pick up an extra load