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Customer issue
The company wanted to structuring the onboarding of new customers to avoid oversights and streamline follow-up.
Until now, each new customer required several manual tasks:
- Manual addition to tracking toolswith a risk of error.
- Assigning a managersometimes forgotten or delayed.
- Split communication between email, Slack and Google Sheets.
This lack of organization meant unnecessary delays and a heavy administrative burden.
Work carried out by ActivDev
The objective was to make onboarding more fluid and responsivewhile reducing manual tasks to a minimum.
We have designed a automated workflow with Make.com, orchestrating all stages without human intervention.
Automation set up
- Trigger : A customer submits a Google form.
- Make.com retrieves information and save them in a Google Sheet.
- Automatic assignment a Virtual Assistant (VA) to take care of the first steps.
- Slack notifies the team in #customer-onboarding :
"New customer: [Name]. Onboarding launched. Assigned to [VA Name]." - Creating a ClickUp taskrequesting the VA to upload customer documents.
- Automatic status update in ClickUp, ensuring real-time tracking.
This system keeps the team up to date without having to manually manage each step.
Optimization and Results
Thanks to this automation, the company was able to :
– Accelerate onboardingwith immediate care.
– Eliminate forgetfulnessEach customer is automatically integrated into the system.
– Reduce your workloadby eliminating repetitive manual tasks.
In a nutshell, faster, clearer, effortless onboarding.
Next step
Automate post-onboarding follow-upwith scheduled relaunches and updates.
Create a ClickUp dashboardsynchronized with Slack and Google Sheets, for a real-time overview.
Project impact
Automation has made it possible to reduce time spent by 50% on onboarding, while guaranteeing a structured and reliable process.
A first step towards smoother, more efficient customer management.
Results
-50% of time spent on customer reception.