Stabilize Round 2

As a result of the previous efficiency gains in the sales pipeline, we cascaded more volume than could be managed into our onboarding process. This uncovered some fundamental issues of scale within the systems and processes of that team.

I conducted a data analysis comparing Salesforce to the siloed systems other teams were working out of. Aiding in the identification of overlap and gaps between systems and processes. After the analysis, we had some ideas about root cause, and potential improvements. I got to work implementing some automations, integrations, and processes to improve efficiency in the handoff process from Sales to Delivery by 60%

After streamlining handoff, we identified gaps in onboarding itself. We worked together, with the senior leadership team, to facilitate an exercise that exposed many unnecessary re-work loops, back-and-forths, and incomplete hand offs. Through this identification project we were able to create a project plan and roadmap that would yield a 63% improvement to our onboarding process, translating to a reduction from 60+ days to onboard a new client, to ~16 days.