SaaS

Onboarding that no longer needs three new hires

Growth-stage SaaS company (anonymized)

Challenge

Customer onboarding was 60% manual. Support spent 15+ hours a week on repetitive data entry. Scaling meant hiring three more people.

Solution

• • Assessed the current onboarding workflow
• • Designed automation with Zapier, Make, and custom APIs
• • Integrated Salesforce, Stripe, and email
• • Built data validation and quality checks
• • Trained support on the new process

Results

• 85%

  Onboarding automated

  was 20%

• 2 hrs/wk

  Support time

  was 15 hrs/wk

• 1 day

  Time to onboard

  was 3 days

• Zero

  Data-entry errors

  was 8–12/month

• $450K/yr

  Labor savings

Timeline: 8 weeks, discovery to launch

ROI: 6.2x within 6 months; investment recovered in 2 months