How Vektor Labs shortened customer onboarding from six weeks to eleven days

Company Overview

Vektor Labs onboards new customers through a sequence that touches sales, technical setup, training and billing. Each handoff was a manual message, and every missed message cost days.

Challenge

• Four teams touched every onboarding, and each handoff depended on somebody remembering to send a message
• Nobody owned the whole sequence, so a stalled onboarding was only noticed when the customer complained
• Technical setup often waited on information sales had already collected but never passed on
• Onboarding took six weeks on average, which delayed first invoices and made forecasting unreliable

Solution

• One onboarding workflow in Brightpath Flow covers all four teams, with tasks appearing in each team's queue automatically
• Customer details captured once at signature flow through to technical setup and billing
• Any step overdue by two days surfaces on the onboarding manager's dashboard
• Customers receive automatic progress updates, which cut inbound status questions sharply

Results

• Average onboarding time dropped from six weeks to eleven days
• Dropped handoffs went from several a month to none in the last two quarters
• First invoices now go out around three weeks earlier per customer
• The onboarding team took on 40 percent more customers with the same headcount

Customer Testimonial

"The honest reason onboarding took six weeks was not the work, it was the waiting. Brightpath Software made the waiting visible, and once it was visible it mostly went away. We did not change the team or the steps. We changed who has to remember."

Marcus Reyes, Head of RevOps, Vektor Labs

Key Benefits

• One workflow spanning sales, setup, training and billing
• Customer information captured once and reused everywhere
• Overdue steps surfaced automatically on day two
• Automatic progress updates to the customer

Brightpath Software gave Vektor Labs a single onboarding process the whole company can see, and cut time to live by four weeks.