Customer Journey: From First Inquiry to Exosuit Expansions

Because exosuits are a new technology, it can be hard to picture how to implement them at your facility. With thousands of SafeLift exosuits deployed, our team at Verve Motion knows how to meet the needs of each customer and tailor our approach to your specific use case. We work with you every step of the way, offering turnkey service and long-term support. 

Here’s a breakdown of what a typical customer journey looks like, from the initial question “Could exosuits help our team?” to scaling deployment across multiple sites.

Step 1: Identifying the Goal

Every exosuit journey begins with a challenge.

• Is your team experiencing significant fatigue or back injuries?
• Are associates struggling to meet the physical demands of the role?
• Do you have high turnover, especially among new hires?

Often, these issues are symptoms of a larger issue, and point to a need for better ergonomic support for the workers who keep our supply chain moving.

Step 2: Assessing Fit

Verve Motion conducts an initial Discovery Call with your team to evaluate and validate specific needs and fit, including: 

• Are workers engaged in repetitive lifting and lowering, completing hundreds, or thousands, of lifts per day?
• Do their lifts involve bending at the waist?
• Has your company invested in prior safety initiatives? Have they succeeded in terms of protecting employees? In terms of employee satisfaction and compliance?

Step 3: Further Evaluation

If necessary, we will host a follow up call to delve deeper on specific topics with your team leadership in Safety and Operations, as well as those in charge of financial decisions for your company. 

Here, we discuss safety budget and what long-term costs and ROI could look like to make sure your company is in a position to start — and benefit from — a SafeLift program. We assess whether it makes sense to roll out exosuits to new hires, workers returning from injury, specific departments in your facility, or your full site. 

(Learn more about the advantages of different rollout strategies in our on-demand webinar, Exosuit Rollout Strategies — Best Practices From the Field.)

Step 4: On-Site Demo

If both teams agree that the SafeLift system is a good fit, we move forward with an on-site demonstration at your facility so your workers can try on the SafeLift exosuit during their actual job tasks — lifting, stacking, palletizing, unloading, and more.

This is a crucial moment to:

• Give all stakeholders a chance to experience the exosuit first hand.
• Validate the use case you’re targeting.
• Gather user sentiment and feedback.
  
  

Step 5: Pilot Order

After the demo, it’s usually clear if SafeLift is a strong fit for your facility. If so, we move forward with a SafeLift order for a pilot program. Most of our customers start with a pilot of 10–20 exosuits.

Step 6: Kickoff Call

With an order planned, we work together to finalize the specific metrics you want to meet through our exosuit program. You’ll speak with our Sales and Customer Success teams to figure out:

• What will the program look like? Will exosuit use be voluntary, mandatory, or a hybrid?
• Which teams or roles will use the exosuits? (Who are the individual workers in these roles?)
• What area of the building will exosuits be used in?
• Who are the supervisors for workers wearing exosuits?
• What KPIs matter most (injury rates, retention, productivity)?

Step 7: Deployment

After the specific metrics for program success are finalized, it’s time for deployment. 

We’ll send supervisors educational materials ahead of time, including user guides and how-to instructions, so everyone knows what to expect when we arrive on site. 

Our Customer Success team will set up the infrastructure that will enable your team to use our exosuits: Lockers for storage, a cellular gateway for data analytics transfer, and battery chargers. (Read more about infrastructure for SafeLift here.) As soon as your facility is ready, we'll ship you your SafeLift exosuits.

Step 8: Onboarding

Once the exosuits are onsite, Verve Motion’s Customer Success team conducts onboarding and training for everyone involved in the exosuit program, including any floor leaders or managers, supervisors, and floor workers. 

We fit users to make sure everyone’s exosuit fits properly and comfortably, and train supervisors on how to navigate Verve Logic, our safety data analytics platform, so they know how to generate weekly SafeLift reports for their workers. (Read more about how Verve Logic catches risky lifting, and provides workers with actionable safety steps, here.)

Even after our Customer Success team wraps up initial setup on-site, support continues through weekly check-ins to ensure the program is on track.

In the initial weeks after deployment, your team will be able to:

• See how exosuits improve employee performance over time.
• Measure injury reductions, fatigue, and productivity.
• Build internal champions among operators and leadership.
  
  

Step 9: Quarterly Review & ROI Validation

At the 90-day mark, we host a Quarterly Business Review (QBR) with site and corporate leadership. This is the time to answer the big question: “What’s changed since implementing SafeLift?” 

We review hard data: injury rates, SafeLift score improvements, pounds offloaded, and productivity trends — as well as overall sentiment among leadership, supervisors, and the workers who wear SafeLift suits each day. 

It’s important to us that we’re meeting your success metrics by demonstrating ROI and building safer, happier, more effective teams. 

Step 10: Expansion

With proven ROI and growing internal support for exosuits, most customers choose to expand their SafeLift program. This could look like:

• Scaling from 10 → 20 suits within the same team.
• Adding more new hire cohorts, or expanding to additional departments.
• Rolling out across a larger number of sites.

Our Customer Success team works hand-in-hand with local leaders and executive sponsors to create a roadmap for planned expansions.

Step 11: Ongoing Support & Sustainment

Verve Motion isn’t just a vendor — we’re a strategic partner. To build a long-term relationship, we work to address all of your facilities' needs as they evolve and change.

Our Customer Success team stays engaged with:

• Continued Quarterly and Executive Business Reviews.
• Weekly or biweekly syncs (as needed).
• On-demand support (virtual and on-site).
• Maintenance service for any worn or damaged equipment.

As your workforce evolves, your operations grow, and your business priorities shift, we stay close — helping you get the most value out of your investment in your workers' safety.

Closing Thoughts: What Success Looks Like

Verve Motion is dedicated to building the strongest possible relationship with our customers, continuing to support them through all stages of their exosuit exosuit evaluation, deployment, and journey.

Across grocery, logistics, retail, and manufacturing, SafeLift customers consistently report:

• Up to 85% injury reductions.
• 2–8% productivity gains.
• Improved new hire retention.
• Stronger safety culture on the floor.