Problem:
A healthcare technology company faced challenges in onboarding new clients due to inefficient processes, lack of standardized workflows, and misalignment between sales, implementation, and customer success teams. These inefficiencies led to prolonged onboarding timelines, decreased client satisfaction, and increased churn risk.

Solution:
Designed and implemented a structured client onboarding and delivery framework that streamlined the process from contract signing to full implementation. Established clear ownership across teams, introduced automation tools for tracking milestones, and created standardized playbooks to ensure consistent delivery. Improved cross-functional collaboration to enhance communication and expectation-setting with clients.

Highlights:

• Developed a scalable client onboarding framework, reducing variability in delivery timelines.

• Implemented automation tools for tracking client onboarding milestones, improving visibility and accountability.

• Established standardized communication protocols, enhancing transparency and reducing client confusion.

• Conducted training sessions for internal teams to improve alignment and execution consistency.

Results:

• Reduced client onboarding time by 40%, accelerating time-to-first-value for new clients.

• Increased client satisfaction scores by 30% due to improved communication and structured onboarding.

• Enhanced internal team efficiency, leading to a 25% improvement in resource utilization.

• Strengthened client retention ensuring seamless transitions from sales to implementation and ongoing support.