Customer Success
Case Study
Jul 25, 2025
Intro
How can fast-growing SaaS teams cut onboarding effort by 80 percent?
Flowers Software GmbH, a Munich-based workflow-automation platform that lets SMB back-office teams build approval flows, manage documents and automate routine work without code, did exactly that.
In Q4 2024 Flowers embedded Kalasar’s AI-guided onboarding software and in-app AI agent (AI Assistance, Onboarding + self-service Training Ground), shrinking live-onboarding effort by ≈ 80 %, lifting 30-day user activation from 42 % to 63 % (+21 pp) and cutting content-maintenance time by ≈ 90 %, turning onboarding from a cost-centre to competitive moat.
About Flowers Software
Flowers Software is a next-generation Organization Management Software (OMS) that unifies fragmented processes into one smart hub. Teams map, automate and track every approval from invoices and contracts to vacation requests inside a single intuitive interface. Acting as a lightweight layer of Enterprise Resource Management (ERM), the platform offers real-time visibility into owners, status and potential delays.
Customizable workflows, role-based permissions and integrations with email, Slack and popular storage tools ensure implementation and high adoption. Automated routing, reminders and audit logs eliminate manual follow-ups, while ERM dashboards convert approval data into insights that accelerate decisions, strengthen compliance and cut costs.
The Challenge
Manual onboarding didn’t scale. Customer Success Managers spent hours screen-sharing simple setup steps, critical time Flowers needed for expanding accounts.
Traditional tour tooling snapped. CSS-selector–based guides (e.g. Product Fruits and Userflow have been tested) broke at every UI and feature relaunch.
Engineering bandwidth was precious. Building or fixing tours in-house meant weeks of dev time and delayed feature launches.
Long time-to-value hurt metrics. A 98-customer onboarding backlog caused late go-lives and preventable churn.
Purchase-Decision Snapshot
Before selecting a digital-adoption partner, Flowers weighed three strategic paths:
Status Quo – keep handling walkthroughs via the Customer Success team.
Full Rebuild – invest engineering cycles to redesign core product UI for self-service.
Adopt a Proven Platform – bring in Kalasar.
Path | Hidden Cost | Time-to-Impact | Verdict |
|---|---|---|---|
Status-quo 1-on-1 calls | Extra head-count each quarter | Slow | ❌ |
Full UI rebuild | 6-9 months developement time. High mantenance cost | Very slow | ❌ |
Kalasar Agentic Guide | Low setup / maintenance cost + 5-line snippet | Live Day 0 | ✅ |
After a comparative pilot, option 3 proved the fastest, lowest-risk route to hit onboarding and activation goals.
Why Kalasar Won Among Competitors
Quick Wins. A Chrome extension records a flow; Kalasar’s AI rewrites the voiceover and anchors highlights without brittle selectors. First draft of the flagship Invoice-Approval tour went live Day 0.
Agentic UX, not static tours. End-users can ask “How do I…?” mid-task; the same content powers instant answers and step-by-step guidance.
No-code upkeep. Content lives in Kalasar’s Training Ground; product and CS tweak copy without engineers, eliminating the “CSS nightmare.”
Executive visibility. Once CEO Andreas Martin saw the live demo, project velocity jumped.
Feature | Kalasar | Intercom | Product Fruits | Frigade |
|---|---|---|---|---|
Quick Wins | Record a flow with a Chrome extension; AI autowrites VO + anchors → tour live in minutes. | Manual tour building. Needs coding for styling. Slow iteration. | Quick initial setup via UI, but no AI. Still manual configuration and tweaking. | Developer-first: requires engineering time to set up and build each tour via code. |
Agentic UX | Users ask “How do I…” and get guided, contextual steps. Not static tours. | Only supports linear, non-interactive tours. | Static tooltips and linear walkthroughs only. There is no in-app Q&A or dynamic guidance. | No agentic UX. Requires coding even for basic steps; lacks real-time user input handling. |
No-code upkeep | Product / CS update flows inside Training Ground—zero engineering. | Fragile tours tied to CSS. Engineers often pulled in. | Tour creation is no-code, but ongoing maintenance is fragile; selectors often break. | Requires developer changes for all updates; no no-code editor or support for non-technical teams. |
Executive visibility | Real-time funnel + content analytics that “click” with leadership during live demos. | No equivalent analytics layer for product education. | Limited analytics (basic completion and engagement rates only). | Offers analytics, but focused more on technical flow data than strategic adoption insights. |
By alleviating Customer Success workload today and sidestepping a costly UI rebuild tomorrow, Kalasar delivered the speed, flexibility, and executive-ready insight Flowers needed to scale.
Implementation Timeline
How fast can an in-app product-tour platform go live?
Results & Impact
What hard numbers prove this SaaS-activation solution works?
Re-measured eight weeks after go-live
Qualitative wins
Release notes now deep-link into contextual mini-tours, driving faster feature adoption.
CSMs reclaimed roughly 1 day/week for proactive upsell conversations.
Customers report feeling “guided, not lectured,” pushing NPS for onboarding up by double digits.
Testimonial
"I was skeptical of in-app onboarding because only 4% of users engaged with product tours in the past. But I was proven wrong - users love Kalasar's Agent and 87% engage with it."
— Andreas Martin, CEO, Flowers Software
Conclusion
By pairing Flowers’ workflow builder with Kalasar’s AI onboarding agent, the team slashed onboarding effort, sped up activation, and freed bandwidth for growth, proving that a seamless first-time user experience is not a cost of doing business but a revenue engine in its own right.
