Client: not always clear on what happens next & when
Client: goes through 3-4 different people to be onboarded
Client: no single point of contact on WhatArmy side (often resorts to salesperson)
Client: doesn’t always understand timeline / why things can take a while
Internal: need better visibility across sales/finance/ops on where new clients stand
Internal: the responsibility of creating a great onboarding experience is divided among 3-4 people, accountability is dispersed
Internal: we have catered to too many variables (different agreement levels, different client types, custom contracts / projects / workorders)