A business process improvement case study mapping an inefficient B2B onboarding journey and redesigning ownership, handoffs and customer communications.
This item is used to test the ADE Showcase experience. It is not a real member submission and it does not carry ADE verification.
A fictional B2B services company had a twelve-day onboarding cycle with repeated data requests, unclear ownership and long silent periods for the customer.
The project mapped the current state, identified handoff delays, grouped root causes, designed a future-state workflow, clarified RACI ownership and created a customer communication cadence with standard checkpoints.
The redesigned process reduced the modelled onboarding cycle from twelve days to seven and removed two duplicate information requests. The case study connects process diagrams to practical operating decisions and customer experience improvements.
Handoffs, delays and duplicate steps
Operational issues grouped by source
Simplified workflow and decision points
Ownership and customer checkpoints