Tracking Customer Activation: A Dedicated Onboarding Pipeline for Shoper

How a dedicated onboarding pipeline gave Shoper full visibility into customer activation and progress.

“The new onboarding pipeline shows every customer and all the steps. Our reporting is clean, onboarding is predictable, and the team stops wasting time chasing information.”

Sandra Olszewska

Director of Customer Data Analytics & Automation, Shoper

Trackable

CUSTOMER ONBOARDING

Meusarable

PRODUCT ADOPTION

Clean

SALES REPORTING

Situation

Shoper’s onboarding team helps new clients set up stores, payment gateways, and delivery integrations.

Problem

Onboarding lived inside the sales pipeline, distorting sales metrics and making it hard to track progress or the indirect revenue from adopting monetized services (payments, deliveries).

Solution

We created a ticket pipeline in HubSpot for onboarding and added workflows to track adoption of payments, deliveries, and basic store setup, separating onboarding and sales metrics.

Benefit

Management gains visibility into completion and service adoption; onboarding works more efficiently; sales efficiency reporting stays accurate.

The Situation

Shoper is a leading Polish SaaS e-commerce platform, powering thousands of online stores with built-in payments, logistics, and marketplace integrations.

Onboarding assists new Shoper clients with store setup, payment gateways, and delivery integrations. From the beginning, this function had been treated as part of Sales.

The Problem

Folding onboarding into Sales skewed sales metrics and reporting.

Without a separate pipeline, the team couldn’t reliably track onboarding progress or link adoption of monetized features like payments and delivery integrations to revenue.

Our Solution

We built a dedicated ticket pipeline for onboarding activities.

(Onboarding pipeline configuration in HubSpot)
Implemented workflows to track client adoption of payments, delivery integrations, and basic store setup.

Ticket status set as complete

(Ticket completion workflow in HubSpot)

Separated metrics so onboarding performance and sales efficiency are reported independently.

Business Impact

Visibility for management—a clear view of onboarding completion and service adoption by the client.

Operational efficiency—onboarding teams work in a pipeline designed for post-sale service, not sales.

Accurate sales reporting—onboarding no longer distorts sales efficiency and the sales pipeline reflects actual revenue-generating work.

“The new onboarding pipeline shows every customer and all the steps. Our reporting is clean, onboarding is predictable, and the team stops wasting time chasing information.”

Sandra Olszewska

Director of Customer Data Analytics & Automation at Shoper

CONSULTANT INSIGHT

“The moment we separated onboarding into its own pipeline, added required steps, and automated assignments, the team instantly gained control. Clean sales reporting was a bonus; predictable onboarding was the real unlock.”

Dorota Puchlew-Grzelak

RevOps Consultant at MAN Digital

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