The Problem
Every new client required a manual multi-step onboarding process that took the customer success team 3–5 days. Delays caused churn within the first 30 days — clients weren't seeing value fast enough.
The Solution
We automated the full onboarding journey:
- DocuSign contract signed → account provisioned automatically
- Welcome email sequence triggered instantly with personalised login details
- Slack channel created and team members added automatically
- Calendly onboarding call invite sent with 3 pre-populated time slots
- Progress tracker updated at each milestone, visible to the CS team
- Day-7 and Day-14 check-in emails sent automatically
The Results
Time-to-first-value dropped from 5 days to under 24 hours. 30-day churn fell by 62%. The customer success team's bandwidth freed up by 60%, allowing them to handle 3× more accounts without additional hires.