The challenge
New clients waited three weeks for a kickoff, then answered the same questions three times to three different people. First-month churn was climbing and the delivery team blamed sales — sales blamed delivery.
Our approach
We designed a ten-day onboarding journey: one welcome call, one shared intake form, automated milestone emails and a single owner per account. Handover from sales to delivery became a 20-minute ritual instead of a dropped baton.
The team rehearsed the new flow on two live accounts before rolling it out to everyone.
21 → 10
days from signature to kickoff
1
owner and intake form per account
−35%
first-month support tickets
“Onboarding used to be our most stressful fortnight. Now it runs itself — and new clients notice on day one.”
— Rachel Donovan, Chief Operating Officer
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