Technology & Digital
Rebuilding Onboarding for a B2B SaaS Team
B2B SaaS Company
- Project Management
- Technical Training
A growing SaaS team had no documented onboarding process. New customers were guided differently by every account manager.
The Challenge
Onboarding knowledge lived with two senior staff. New hires took months to become productive, and customers had inconsistent experiences.
What We Built
We documented the onboarding journey, built SOPs and checklists, configured their CRM to track each stage, and trained the team hands-on using live accounts.
Results
70%
faster new-hire ramp
12
SOPs documented
9.1/10
onboarding satisfaction
For the first time our onboarding is a process, not a personality. It's repeatable and measurable.
More Client Work
Cutting Lead Response Time From Days to Minutes
Regional Professional Services Firm
A 40-person consulting firm was losing warm enquiries because leads sat in a shared inbox. We rebuilt intake, routing, and follow-up inside their CRM.
- 82% — faster first response
- 3.4x — more leads contacted within 24 hours
Automating Patient Intake Across Four Clinic Branches
Multi-Branch Healthcare Group
Four branches, four sets of spreadsheets. We standardised intake, reminders, and reporting into one system the front-desk teams actually use.
- 38% — fewer missed appointments
- 6 hours — saved weekly on reporting
A Website Rebuild That Doubled Qualified Enquiries
Boutique Real Estate Agency
Listings looked great but the site leaked enquiries. We rebuilt it around search intent, local SEO, and a single clear next step.
- 2.1x — qualified enquiries
- 1.4s — average mobile page load