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Accelerating customer success: The enhanced Apptio Costing Essentials digital experience

By Varad Rajeev Muthal posted Thu September 11, 2025 01:43 PM

  



In the fast-paced world of SaaS, time-to-value is everything, and we have designed a new onboarding engagement for Apptio Costing Essentials (ACE) to help you get to value even faster! It reimagines onboarding and enablement with a digital-first, customer-centric approach designed to reduce friction, boost engagement, and accelerate outcomes. 

To achieve this, the team created a comprehensive strategy that blends digital guidance, curated content, and interactive experiences.  

Key enhancements driving the new journey 


1. Meeting you where you are, in app  


  • Linking to the ACE Essentials Introduction course directly within the app  

  • Curating 15+ in-app engagements into task-oriented flows 

  • Connecting you to IBM Docs and TechXchange for deeper learning 

  • Training you how to leverage these resources beyond onboarding in the IBM TechXchange  


2. Persona-led onboarding 


  • Meet Elise, a persona designed to guide you through your onboarding journey with warmth and clarity. While not AI-generated, Elise adds a human touch to digital content, making the experience feel more personal. 


3. Named steps and progress tracking 


  • Chronologically organized in-app engagements to help you orient on each task  

  • Named steps and progress bars so you can track your progress  


4. Embedded in-app guidance 


  • Step-by-step help for data organization, sharing, and enrichment to help support you on your journey  


5. Checkpoints and opportunities for feedback 


  • Regular check-ins to monitor your progress 

  • Feedback survey at the end of the onboarding engagement so you can give us feedback so we can continue to enhance onboarding experiences  

6. Gamification 


  • Introducing three learning levels: Explorer, Strategist, and Pro 


7. ACE Launch Kit 



This kit simplifies end-user onboarding, bridges knowledge gaps, and supports scalable adoption across teams.  

This comprehensive toolkit that includes: 

  • Essentials overview 

  • Training modules (Intro + Advanced) 

  • Onboarding methodology 

  • Enablement assets: videos, FAQs, best practices, templates

Why this matters 

The Enhanced ACE Digital Onboarding Experience isn’t just a facelift, it’s a strategic overhaul. By aligning digital resources, human touchpoints, and structured guidance, it empowers you to succeed faster and more confidently. Our hope is that this scalable engagement drives real outcomes.  

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