The Service Business
Turning scattered client communication into a structured onboarding system.
The Business
A project-based professional services firm onboarding a steady stream of new clients every month, with a small team of account managers each running their own book of business.
The Problem
Each new client's onboarding depended entirely on whichever account manager happened to have them, with no shared checklist. Some clients got a polished kickoff; others got whatever their account manager remembered to do that week.
The Current System
Onboarding steps lived scattered across email templates, a shared doc nobody kept updated, and individual habits picked up through shadowing, an unofficial apprenticeship instead of a real process.
The Bottleneck
Contract-to-kickoff time ranged anywhere from three days to three weeks depending on who was assigned, with no visibility into which step a given client was actually stuck on, or why.
The Redesign
A single onboarding workflow now defines every step, owner, and expected timeline. Every new client enters the same system regardless of which account manager is assigned to them.
The Automation
Contract signature now automatically triggers the full onboarding sequence, like kickoff scheduling, document requests, and internal handoffs, instead of relying on an account manager to remember to start it manually.
The Artificial Intelligence Layer
Incoming client documents are automatically summarized and checked against a requirements list, flagging what is missing before the kickoff call happens instead of surfacing it awkwardly during the call itself.
The Outcome
Contract-to-kickoff time is now consistent and predictable across every account manager, and new hires reach full onboarding competency in their first week rather than their third month.
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