Enterprise setup process (when we can get ahead of it)

One of the amazing/infuriating things about managing an OFN instance is chasing users around, isn’t it? Since people can just happily register their enterprise and start trading, we notice in the US that they tend to dive in without much forethought or knowledge of how OFN works, and then they possibly (probably) end up with a suboptimal setup that creates a lot of extra support work and may add to an assumption or opinion (which they share with other prospective users) that "OFN is Hard!" :sob:).

So how do we make sure people’s enterprises are set up for success and minimal support using OFN, and keep from getting the reputation that OFN is “too hard” for people to use?

How do you get ahead of this in your instance? When a user actually talks to you before setting up, how do you help them set up in ways that make sense for both their business and the way OFN works without overwhelming them? We have the lovely quick start guides, but even when people read them, is there specific basic information people need to know about themselves and their business in order to set things up right (or have us set things up for them)? I am thinking of a questionnaire (started here) or something that will help prospective users think about how their business runs rather than having to think about all the million things OFN can do and then try to filter through those and put together a setup that works for them.

How do you handle helping new users get a good, useful setup right away?

We have set up a system where we get a ‘flag’ when a prospective user starts a trial. Then we can monitor these users and contact them. Its interesting that many people who sign up for a trial don’t end up setting up a store. So we contact them to offer support.

Lately we have been going through all user stores who have actively sold in the past year. We’ve been checking their storefronts (if active). We’ve done this because of the bug that changed many users from ‘visible’ to ‘hide all references’. So - when we see this in a storefront, we go fix it. We also try to look for anything else that seems it could be improved.

This year we also started the process of meeting (face to face if convenient, or by zoom) with users who are selling consistently. Especially larger hubs. I have found this very enlightening. They get a chance to ask about possibilities, we get a chance to tell them whats coming down our pipe… It feels like a nice thing to me - we see our users more as ‘members’ than just platform users, and this is in keeping with that idea.

I’ve thought it would be good to have a kind of cheat sheet of questions to ask a new user - somethings I don’t think to ask them something, and then miss something helpful in setup. There are so many possible set ups…

We put this spreadsheet together that covers the basics of enterprise creation (it was for creating a bunch of new enterprises) - it could totally be turned into a form or doc!