What you get, on one page
- •Your answers as we walk through the process together
- •Any documents, screenshots or spreadsheets you already have
- •What your customers say goes wrong (voice of the customer)
- •Your volumes, timings and costs, where you know them
- •A current state process map with swimlanes and wait times
- •The eight-dimension diagnostic scorecard, with evidence
- •Where time and money are wasted, sized in pounds (£64,000 a year here)
- •Ten prioritised improvements and a 30/60/90 day plan
1. Your process, mapped
Swimlanes, steps and the waiting time between them, built from your answers.
2. Where the waste is
Contracts sit 4.2 days on average awaiting legal sign-off.
1 in 3 onboarding packs returns for missing customer data.
Seven owner changes between sale and go-live.
The same details are re-keyed into three systems.
3. What customers said
“We were asked for the same information four separate times.”
“Nobody could tell us when we’d actually be live.”
“The first invoice was wrong because the setup data was wrong.”
1 in 3 of 120 packs comes back (40 a year) × 16 hours chasing and correcting × £45 an hour.
120 customers × 4 hours of duplicate data entry × £45 an hour.
About 302 hours a year of status checks, escalations and customer updates caused by the 4.2-day legal wait and seven owner changes, × £45 an hour.
Where this comes from: 120 new customers a year, a blended staff cost of £45 an hour and the time each problem takes, all given by the team during the walkthrough. Volumes and hours are their estimates, labelled as assumptions in the full report until checked against records. Staff time only; lost or delayed revenue is not included.
4. Scored against eight dimensions
Each score carries the evidence behind it, so you can challenge any of them.
5. The plan, in three moves
Single intake form, one named owner per account.
Parallel legal review, automated data hand-off to billing.
Go-live date promised at day one and tracked weekly.
Every task, owner and date. No email required.