A personal and familiar onboarding experience

For us, a successful implementation is about more than simply getting started. We want our customers to feel supported, listened to, and confident throughout the entire process. Implementation consultant Lone Johannessen has guided many of Tracelink's customers through their implementation journey. For her, a successful onboarding is first and foremost about creating a sense of confidence and gaining a deep understanding of each customer's day-to-day operations.

“Tracelink can be used in many different ways, so we always design the workflows together with the customer to match the way they work. To do that properly, I need to understand their processes, their level of experience, and their specific needs,” she explains.

Whether the customer is experienced with digital solutions or just beginning their digital journey, Lone meets them where they are. She prioritizes building a relationship where customers feel comfortable asking questions—even about the things that may seem unclear at first.

Onboarding tailored to your business

Every implementation is different, which is why we always tailor the onboarding process to each customer's needs and preferences:

• Some customers are eager to get started with the full system.
• Others prefer to start with one module at a time.
• Many customers want close support during the go-live week—and that's exactly what they get.

For Lone, the goal is simple: to ensure every customer ends up with processes that are more efficient and effective than the ones they started with.

“What matters most is that our customers see a genuine improvement. That's why we build the onboarding process around their specific needs,” she tells.

Before the system goes live, she works closely with the customer to review all key workflows — from purchasing to sales — and tests that the processes work as intended. During the go-live week, she typically stays in close contact to ensure that any questions are addressed immediately.

Customer case: NUTRAX's journey with Tracelink

At NUTRAX, the onboarding process had a significant impact on the way the company works. Kirsten Bjerg Boll explains that there was one concern in particular before the implementation began: “We had previously switched to a system that wasn't able to meet our needs, so we approached the process with a certain degree of skepticism. However, after our very first conversations, many of our questions and concerns had already been addressed.”

In their industry, traceability requirements are strict. If an issue arises with a product, it's essential to quickly identify the relevant batch numbers. With Tracelink, this process has become significantly easier.

“The system has made our day-to-day work both easier and more structured. We now have a better overview and stronger security across our processes.,” she tells.

One of the things that made the biggest impression on us was the close collaboration with Lone:

“Having a single point of contact throughout the entire implementation meant a great deal to us. Lone was knowledgeable, patient, and excellent at explaining complex topics in a way that made sense to us..”

The support has also made a significant difference to our overall experience:

“Whenever we received quick and relevant answers, we were able to move forward without losing momentum. It eliminated frustration and made the system much easier to adopt.”

Trust as the foundation

For Lone, transparency is an essential part of a professional partnership. She is always honest when something requires an additional check with the development team.

She recalls a situation where a visual issue in the system appeared far more serious than it actually was:

“I told Pia from NUTRAX that I would look into it and get back to her. Her response was, "I'm completely confident you'll take care of it." That says a lot about the relationship we've built.”

Ongoing support after go-live

The implementation doesn't end when the customer goes live. We typically continue supporting our customers for around three months after go-live—some for a shorter period, others for longer. During this time, customers can call, email, or reach out with any questions or support needs they may have.

That's how we ensure the system becomes a natural part of the customer's day-to-day operations.

August 2025