The Challenge
A heavily manual customer intake and management workflow required continuous intervention at every stage. This approach presented significant challenges to scalability, increased risk of human error, and exacerbated inefficient data practices.
Transformation Strategy
Focused on systematically replacing manual touch points with integrated technology solutions, the goal was not merely to automate, but to redesign the operational framework for maximum efficiency and and an improved user experience both front-facing for customers and internally for admin.
The Result
An improved application, onboarding, and client relationship management system.
Dramatically reduced operational complexity and potential error points by automating 80% of critical processes and reducing the need for human intervention to strategic “last-mile” efforts.
Exponentially increased scalability allowing for greater client capacity untethered from headcount.
Primary Efforts:
Established product requirements and roadmap.
Evaluated technology providers against priority criteria.
Led technical development, integration and QA process.
