Customer Onboarding Process Transformation

Digital Health Management Platform

Industry: Digital Health Technology (SME Segment)

TABLE OF CONTENTS

1. Executive Summary
2. Current State Analysis (As-Is)
3. Gap Analysis
4. Future State Proposal (To-Be)
5. Cost-Benefit Analysis
6. Implementation Roadmap
7. Metrics & KPIs

1. EXECUTIVE SUMMARY

Problem Statement

By March 2024, a leading digital health management platform experienced a critical surge in customer churn within their SME segment. The 6-month revenue churn rate increased from a stable 6.7% to an alarming 14.2% – more than doubling within months. Root cause analysis identified the customer onboarding process as the primary driver of dissatisfaction and early-stage customer attrition.

Key Issues:

• Complex, time-consuming onboarding process taking 90 days on average
• Required 16 FTEs to support, creating unsustainable operational costs
• Inconsistent customer experience with disjointed touchpoints