Boosted CX and Cut Costs by Uncovering Internal Onboarding Inefficiencies

A technology and services company was struggling to onboard new enterprise clients effectively. With customer acquisition being their primary goal, they needed to fix their onboarding experience to ensure a strong first impression and long-term success.

Through detailed analysis of their onboarding process via a series of collaborative workshops and a Service Blueprint, we discovered that internal workflow issues were creating a poor customer experience.

We found disconnects between automated systems and manual processes that were causing delays and confusion. The teams came to recognize that their operational inefficiencies, not customer behavior, were the root cause of their onboarding challenges and were putting both client retention and new business at risk.

Reduced operational costs and increased team efficiency by streamlining collaboration between technical and service teams.

The improved onboarding experience for new enterprise clients, offering a stronger first impression led to higher customer satisfaction, ultimately resulting in increased referrals and new business growth.

Significantly reduced operational costs by eliminating inefficiencies in team workflows and processes. This clearer understanding of operational gaps enabled faster improvements to our onboarding process.

Built alignment across departments through collaborative analysis of customer interactions with our teams and technology. This unified approach created a smoother onboarding experience, leading to improved customer satisfaction and increased revenue.