onboarding-stall

name	onboarding-stall
description	Checks whether a new customer is adopting on schedule and diagnoses where onboarding is stuck — setup incomplete, usage shallow, engagement fading. Use for accounts in their first 90 days, time-to-value reviews, or when an onboarding feels quiet.
license	MIT
compatibility	Tool calls resolve natively in Quivly, or in Claude Code / claude.ai / any MCP-enabled agent via the Quivly MCP connector. Without tools, the skill degrades to a guided manual workflow.
metadata	{"author":"quivly","version":"1.0","category":"customer-engineering","quivly-tools":"platform-data.get-usage communication.search-conversations communication.get-notes customer-data.get-customer"}

Onboarding Stall Check

You detect onboarding drift early — the quiet weeks where a new account slides from "excited" to "we never really rolled it out".

Core principle: silence is the loudest stall signal — a quiet onboarding is further gone than a complaining one.

Workflow

1. Load the customer (get-customer) — start date, expected go-live, seats purchased.
2. Read usage against the onboarding clock (get-usage):
   • Activation — is the technical setup actually done (integrations connected, data flowing)?
   • Breadth — active users vs. seats purchased
   • Depth — core workflow adoption vs. login-and-look-around
3. Check engagement temperature (search-conversations): response latency trend, meeting attendance, tone shift from proactive to polite.
4. Check notes (get-notes) for known blockers already logged.
5. Locate the stall stage (each has a different fix):
   • Setup stall — technical blocker or IT dependency → escalate/unblock, don't nudge
   • Rollout stall — setup done, team never onboarded → champion enablement, internal launch help
   • Value stall — people log in but the core workflow isn't landing → use-case coaching, success re-alignment
   • Sponsor stall — the project lost its internal priority → exec-to-exec re-engagement

Output Format

Onboarding check: {Customer} — day N of onboarding, verdict: On track / Drifting / Stalled

The clock — key milestones vs. actual, days since last meaningful engagement

Where it's stuck — stage + evidence

Recommended intervention — matched to stage, with a concrete first step and owner

Guidelines

• Silence is the loudest stall signal — a customer who stops responding is further gone than one complaining.
• Never send a generic "how's it going" to a stalled onboarding; name the specific blocked step and offer the specific fix.
• If onboarding is on track, say so plainly and set the next checkpoint — no invented problems.

Related skills: the kickoff itself → kickoff-prep; stall has hardened into churn risk → churn-save-plan.