A services company lost a quarter of new clients before they ever got started. The problem was a process nobody owned.
The numbers were strange. The company won plenty of new clients and kept the ones who made it through. But a quarter of them quietly disappeared in the first two weeks, before any value was ever delivered.
Onboarding was a relay race with no baton and no track. Sales handed to delivery, delivery handed to support, and at each handoff something was assumed, dropped, or repeated. The client felt the seams, and some of them simply walked away.
Every handoff was a chance to drop the client. Nobody owned the spaces in between.
No individual was failing. The process itself had gaps that no role was responsible for. The fix was to make the whole journey visible and guided, so the next step was always clear and nothing depended on someone remembering to pass it along.
This is precisely what Cafiyn OS is built to hold: the messy, cross-team flows where work gets stuck in the gaps. When every step is visible and guided, the leak closes, and the first two weeks stop costing you a quarter of your wins.
We were not losing clients to competitors. We were losing them to our own first two weeks.
— Head of client success