Objective
The Director of Content and Analytics sought to understand the inner workings of the Customer Setup process, which handled both new business and renewals across the Sales, Sales Ops, and Customer Operations teams. However, lengthy delays plagued handoffs between these groups, with deadlines often slipping at month's end.
Pinpointing the root cause of such inefficiencies proved challenging, as the process spanned multiple teams relying heavily on tribal knowledge and lacked documentation or service level benchmarks. By creating visibility into this opaque web of cross-functional dependencies, the Director hoped to identify opportunities to streamline setup and enhance collaboration.
Annual savings with improvement in processing time.
Improved with reduction in rework.