From 8 hours a week to 0 : Onboarding Automation Revealed
Overview
This business case demonstrates how we helped a service agency significantly streamline its onboarding process, reducing manual workload from 8 hours a week to zero. The agency specializes in assisting European clients in setting up companies in the US, building credit scores, and preparing for future loan applications. The manual onboarding process, which included document collection and client communication, was inefficient and time-consuming. Our goal was to implement a fully automated solution to enhance efficiency, improve client experience, and allow the agency to focus on core business activities.
Challenges
Manual and Time-Consuming Onboarding:
The agency managed client communication primarily through WhatsApp, leading to scattered information and inefficiencies.
Onboarding tasks required extensive back-and-forth communication, consuming up to 8 hours weekly.
Lack of Streamlined Workflow:
Existing tools, such as Make.com and ClickUp, provided limited automation capabilities and weren’t integrated effectively. ClickUp, in particular, was not the best tool for this specific use case and was removed during the optimization process.
Limited Scalability:
The manual process constrained the agency’s ability to onboard more clients, impacting revenue growth potential.
Solutions Implemented
Step 1: Deep-Dive Analysis We began by thoroughly understanding the agency’s business model and existing processes. This included mapping out every interaction and identifying bottlenecks.
Step 2: Designing the Solution Using insights from the analysis, we designed a solution tailored to the agency’s needs. Key features included:
Chronological steps for onboarding, represented as milestones.
Gamification elements to make the process more engaging for users.
Clear visibility for both clients and administrators on progress and next steps.
Step 3: Tech Stack Integration We implemented a robust tech stack, including:
Xano: Backend solution for API-based operations.
WeWeb: Frontend web app for user interaction.
Make.com: Trigger-based automation to bridge the CRM and onboarding platform.
WhatsApp API via Mate API: For seamless communication, group creation, and updates.
Brevo: Email automation for client notifications.
Integration with Close.com CRM: Automation was triggered when a deal was won in Close.com, sending an email with a login link to the onboarding platform.
Step 4: Prototyping and Validation We developed a prototype to visualize the platform and workflows. After iterative feedback with the client, the final design ensured all requirements were met.
Step 5: Implementation The finalized platform was built with the following features:
User login and profile setup.
Automated WhatsApp group creation with welcome messages.
Step-by-step onboarding progress tracker.
Admin dashboard for real-time visibility and manual approvals.
Tax advisor interface for streamlined document review and certification generation.
Results
Time Savings:
Manual onboarding time reduced from 8 hours weekly to 0.
Automated follow-ups and reminders eliminated the need for manual interventions.
Improved Client Experience:
Gamified steps made the onboarding process intuitive and engaging.
Clients received real-time updates via WhatsApp and email, ensuring transparency.
Scalability:
The agency can now onboard significantly more clients without additional administrative burden.
Cost Efficiency:
Total platform maintenance cost: $160-$200/month.
ROI achieved with a single high-value client acquisition.
Tool Optimization:
Removed ClickUp, as it was not the best fit for this process, simplifying the tech stack.
Key Takeaways
Automation vs. AI: Not all projects require AI. Strategic automation with the right tools can deliver exceptional results.
Custom Solutions: Understanding client-specific challenges allows for tailored and impactful implementations.
Tool Optimization: Consolidating tools reduces complexity and enhances efficiency.
CRM Integration: Starting the automation process directly from Close.com ensures a seamless transition for won deals.
Conclusion
This project exemplifies how a tailored automation solution can transform business operations, enabling growth and improving customer satisfaction. The agency now operates a hands-off onboarding process, freeing up resources to focus on core business development.
Ready to automate your business processes? Let’s discuss your project!
Davy Martial
January 20, 2025
