Unlock Onboarding Insights with the R.E.A.C.H. Audit
Uncover inefficiencies, strengthen handoffs, and accelerate customer success.
WHO IS R.E.A.C.H. FOR?
The REACH assessment is intended for Seed, Series A, & Series B (or equivalent) B2B SaaS organizations who are either actively experiencing churn, low usage on activation, extended implementation timelines, or those aiming to proactively pressure test their onboarding process before they go-to-market or scale.
Ask yourself: “Do any of the following apply to me?”
You’re about to scale onboarding with limited headcount or tooling
You suspect your current onboarding is bloated, outdated, or inconsistent
You’ve heard customer complaints or seen high drop-off post-sale
You want to create a shared language and visual asset for onboarding improvement
You have different teams with different definitions of “done”
ONBOARDING AUDIT
REACH stands for Readiness, Engagement, Activation, Clarity, Handoff - it’s a neutral, evidence-based analysis of your onboarding from both the customer journey and internal delivery perspectives designed to identify inefficiencies, bottlenecks, and missed value moments in your onboarding process—before they compound with growth.
Explore Other Implementation & Onboarding Services
WHAT TO EXPECT
The R.E.A.C.H. is a short-term, high-impact engagement designed to identify the hidden friction slowing down your customer onboarding and implementation process. Over the course of a few weeks, we’ll audit your current approach, surface critical gaps, and provide a clear, prioritized roadmap for scalable improvement.
1. Pre-Assessment Survey
A quick intake questionnaire covering your current onboarding structure, tools, timelines, and key challenges.
2. Kickoff Call
A live session with your project leads to alignment on objectives, roles, timeline, and access needs.
3. Document & Tool Review
We review existing internal documentation, tools, and data in CRMs, Project Trackers, Helpdesks, etc..
4. Internal Interviews
Targeted conversations with cross-functional team members that touch onboarding pre- and post-contract signing.
5. Optional Customer Perspectives
If available, we review data or interviews from recent customers to identify onboarding pain points.
6. Recommendations
After research and analysis, we deliver a diagnostic summary with key findings, friction points, and actionable improvements
Benefits That Impact Your Bottom Line
The final output is not just a document—it’s a set of tools and insights you can use to align leadership, motivate process change, and justify future investments in onboarding maturity. You’ll receive:
Expanded Customer Lifetime Value (LTV)
Lower CAC
Increasing CSAT & NPS
Increasing Customer Retention
Increased Revenue Growth
Deliverables That Drive Change
The final output is not just a document—it’s a set of tools and insights you can use to align leadership, motivate process change, and justify future investments in onboarding maturity.
You’ll receive:
ALIGN LEADERSHIP
PROCESS DIAGRAM
A journey map or onboarding flow visualization with each major touchpoint defined highlighting the following:
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High effort tasks for internal team
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Friction points for your Customers
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Misidentified ownership
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Key dependencies to solve for scalability
MOTIVATE PROCESS CHANGE
ONBOARDING SCORECARD
A rubric-based assessment of your onboarding experience, broken into the 5 categories (e.g., readiness, activation, handoff). Each area is scored with supporting evidence and an action-oriented interpretation.
You can use this as a baseline to improve quarter-over-quarter, track progress, or evaluate future onboarding hires and investments. The onboarding scorecard will track the following
JUSTIFY INVESTMENTS
INSIGHTS SUMMARY
A contextual interpretation of what is and isn’t working, covering:
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The top 3–5 friction themes discovered in the process
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Active misalignments between internal teams and customer outcomes
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“Quick win” opportunities that could reduce TTV or improve customer sentiment
Why This Service Matters
Scaling a SaaS company without a strong onboarding foundation is risky! If you're acquiring users faster than you can activate them, the result is often low adoption, high churn, and overburdened implementation teams.
Many B2B SaaS teams fall into common traps:
Dropping handoffs between siloed teams
Relying on tribal knowledge instead of process drive documentation
Reactively iterating without validating outcomes
Scaling sales without scaling onboarding
Confusing effort with value