Supply Chain
Re-invents
Customer
Onboarding
Experience for a
Warehouse
Management
Transforming the customer onboarding and success process into a digital realm posed significant challenges.
The intricacies involved in bringing a customer onto their platform and ensuring their success were compounded by the use of disparate tools such as SharePoint, Excel, and various CRMs scattered across different teams. The collaborative efforts of these teams were hindered by cumbersome communication, with crucial information often buried in lengthy email threads and chats, resulting in occasional data loss.
In response to these challenges, we undertook a thorough analysis of the issues faced by the teams.
Our focus was on developing solutions that would establish a Unified Digital Customer Console. This console serves as a centralized hub where teams can seamlessly initiate customer setups upon deal closure and progress accounts through subsequent stages like onboarding and adoption. The implementation of this solution facilitated improved collaboration among teams, streamlining communication and providing a singular, reliable source of truth for customer-related actions.
This initiative successfully slashed the average cycle time for onboarding and setting up a new customer, reducing it from two weeks to just three days. This efficiency has proven instrumental in fostering strong relationships between the organization and its customers, laying the foundation for long-term success. The expedited process empowers teams, enabling them to respond promptly to the evolving needs of customers with agility and effectiveness.
What we delivered
- Strategy to onboard and setup a new customer
- Business alignment with customer needs
- User centric workflow for onboarding the customer
- Robust Design System with atomic structure
In association with Copan Inc. and Copan Consultancy Services India.