The new customer who waits three weeks to be set up
You won the deal on Friday. They start getting value in a month.
Account setup, document collection, credit checks, system provisioning and first delivery — rebuilt so onboarding runs as a tracked process instead of a series of favours.
You will recognise at least three of these.
- A won deal becomes an email to operations, finance and IT, each of whom starts separately.
- Documents are requested by email and chased individually until they arrive.
- Credit checks, compliance checks and system setup happen sequentially because nobody sequenced them.
- The customer has no idea what is happening or what is needed from them.
- Nobody owns the whole thing, so it stalls in the gaps between departments.
Signals it is costing more than anyone has measured.
- Time from signature to first value is measured in weeks and nobody has targeted it.
- New customers' first experience of you is worse than their sales experience.
- The same document gets requested twice by two departments.
- Onboarding status is only knowable by asking three people.
- You have churned a customer before they were fully live.
What it becomes.
Onboarding becomes one tracked process with a visible finish line. A won deal starts it automatically, and the steps that can run in parallel do — credit and compliance checks alongside system provisioning rather than after it. The customer gets a simple portal showing exactly what is outstanding and can upload documents once, which removes most of the chasing on both sides. Each internal step has an owner and a clock, so a stall is visible on day two rather than in week three. And because every onboarding follows the same tracked path, time-to-first-value becomes a number you can actually manage rather than a story you tell after the fact.
What the system does
- Automatic kick-off from a won deal, with parallel workstreams where possible
- A customer-facing checklist and secure upload, so documents are requested once
- Owners, due dates and escalation on every internal step
- Automatic credit, compliance and identity checks where they can be automated
- Time-to-first-value measured per customer, per segment and per owner
What it connects to
- CRM, so a closed-won deal starts the process without a hand-off email
- Finance, for credit terms, billing setup and the first invoice
- Identity and provisioning, for system access
- The operational system that will actually serve the customer
It augments the systems of record you already run. Nobody is asking you to replace your accounting package.
Where we would start, and how long it takes.
One customer type onboarded end to end, with the customer portal and internal tracking live, in one to two weeks. The first thing the data usually reveals is that the delay was never where everyone assumed it was.
Others in customer
The inbox that answers the same question forty times a day
“Most of what your team answers, your systems already know.”
Quoting & estimatingThe quote that takes three days and a phone call
“The fastest quote usually wins. Yours goes out on Thursday.”
Status updates & notificationsThe status update that is really just a person asking around
“Half your meetings exist to answer 'where are we on this?'”
Let's build
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