Case Study | Robert as a Service

Overview

Timeline

6 Weeks

Role

Lead CSE

Impact

60% Faster

The Challenge

The company was experiencing significant friction in their customer onboarding process. New customers were taking an average of 3 weeks to reach their first "aha moment," leading to:

• High early-stage churn (15% within first 30 days)
• CSE team spending 80% of time on repetitive setup tasks
• Inconsistent onboarding experience across different CSEs
• Lack of documentation leading to repeated questions

The Approach

I took a systematic approach to redesign the entire onboarding experience:

1. Process Audit

Mapped the existing onboarding journey, identified bottlenecks, and interviewed both CSEs and customers to understand pain points.

2. Framework Design

Created a standardized 5-day onboarding framework with clear milestones, automated touchpoints, and self-service resources.

3. Automation Implementation

Built n8n workflows to automate welcome sequences, data validation, and progress tracking—reducing manual work by 70%.

4. Documentation & Training

Developed comprehensive documentation, video tutorials, and trained the CSE team on the new process.

The Results

60%

Reduction in time-to-value

From 3 weeks to 5 days average

70%

Less manual CSE work

Automation handles routine tasks

50%

Decrease in early churn

From 15% to 7.5% in 30 days

4.8

NPS improvement

Onboarding satisfaction score

Tech Stack

n8n HubSpot Linear Loom Notion Intercom

Key Takeaways

✓ Standardization doesn't mean losing personalization—templates with customizable modules work best
✓ Automation should augment CSEs, not replace human touchpoints at critical moments
✓ Self-service resources significantly reduce time-to-value for technically savvy users
✓ Measuring milestones (not just completion) reveals where customers actually get stuck

Reducing Time-to-Value by 60%