The Human Factor: How Great Onboarding and Support Drive Adoption

A Digital Asset Management (DAM) platform only delivers value if people use it. Too often, organizations invest in technology but fail to plan for the human side of adoption — leading to underutilized tools, frustrated teams and wasted budget.

At NetX, we believe great software needs great support. Our services team ensures users of all kinds are confident, comfortable and capable from day one by helping you curate your DAM according to your unique workflows and needs, bringing user experience front and center. And our ongoing support model keeps them engaged, empowered and evolving with the platform over time. This all starts at the core, with an onboarding program that is programmed to set every customer up for success, whether your strategy is to start small and land and expand, or to go big with a fully optimized enterprise use case.

This paper details our onboarding and support philosophy, the proven steps we take to ensure success and how our human-first approach consistently drives adoption and long-term ROI.

The Challenge: Technology Without Adoption

Even the most feature-rich DAM will fail if teams:

• Don’t Understand How to Use It
  Without structured onboarding, users may stick to old workflows or avoid the system entirely.
• Feel Overwhelmed by Change
  A DAM can transform processes — but too much, too fast can create resistance.
• Lack Ongoing Guidance
  Without follow-up, initial excitement fades and asset organization standards break down.
• Don’t See Immediate Wins
  If users don’t quickly find value in the DAM, they revert to inefficient habits.

How NetX Solves These Problems

• White Glove Onboarding
  We tailor onboarding to your team’s size, skill levels, and priorities — ensuring early wins and steady adoption.
• Structured Training Programs
  Interactive sessions, how-to resources, and role-based guidance help users hit the ground running.
• Ongoing Optimization
  Regular check-ins and audits ensure the DAM evolves with your workflows, content volume and business needs.
• Responsive Support
  Friendly, knowledgeable team members respond quickly to resolve issues, answer questions and provide best-practice advice.
• Customer Success
  A customer-first ethos that is rooted in Customer Success and Account Management practices to support your everyday experience with NetX, and your ongoing strategy year-over-year.

The NetX Onboarding Experience

Our onboarding process combines technical setup with hands-on user enablement:

1. Discovery & Planning
   • Understand your asset types, workflows, and organizational goals.
   • Identify priority user groups and quick-win use cases.
2. System Configuration
   • Configure metadata schemas, permissions and folder structures to match your needs.
   • Import and organize initial assets for immediate usability.
3. Role-Based Training
   • Separate sessions for admins, contributors and general users.
   • Interactive, real-world exercises for immediate skill application.
4. Launch Support
   • “Go-live” and post-launch assistance to ensure smooth rollout.
   • Quick reference guides and video tutorials for ongoing learning.

Our Ongoing Support Model

With NetX, support doesn’t end at launch:

• Dedicated Customer Success Manager
  Your single point of contact for strategy, optimization, and problem-solving.
• Quarterly Success Reviews
  Analyze usage metrics, identify bottlenecks, and recommend improvements.
• Knowledge Hub Access
  24/7 access to articles, video tutorials, and product updates.
• Proactive Outreach
  We check in, not just when something goes wrong, but to share tips and highlight new features.

Client Voices

 "NetX has excellent customer service. Onboarding was thorough and the migration into NetX was very smooth."
- Solomon R. Guggenheim Museum

 "The training and support from NetX has been incredible. Without their hands-on assistance establishing the DAM would have been more difficult and taken more time."
- YMCA of the North 

 "The best customer service I have experienced from a software company."
- International Color Service 

The Results: Higher Adoption, Higher ROI

With great onboarding and consistent support:

• Faster Adoption: Teams embrace the DAM quickly and confidently.
• Better Compliance: Standards for metadata, asset approval and usage stick.
• Greater ROI: Assets are found and reused more often, workflows run smoother.
• Ongoing Growth: The DAM evolves with your organization, staying relevant year after year.

Is Your DAM Set Up for Adoption?

Ask yourself:

• Did our users receive role-specific training — or just a general demo?
• Do we have a clear post-launch support plan?
• Are we measuring and improving adoption rates over time?
• Do our users feel confident and supported?

Conclusion: People Make Platforms Work

Even the best of strategies will fail if you can’t bridge the vision with the tactical. The best DAM in the world won’t succeed without a world-class implementation to solve for the execution challenges that lead to costly re-implementations and the exhausting search for a new DAM vendor. NetX’s white glove onboarding and ongoing support model ensures adoption isn’t left to chance. We make sure your people are not just trained, but empowered, so your investment delivers value now and into the future.