CaseStudy
Northfield
Northfield is a workflow software company serving mid-market logistics, retail, and healthcare teams. Sales-led and 200 people strong.
How Northfield cut client onboarding time by 62% in four months
Fragmented handoffs and duplicate documentation were bleeding time out of every engagement.
Northfield was closing deals faster than it could deliver on them, and clients felt the gap from day one. Over four months we rebuilt the path from signed contract to first delivery: one owner per stage, one shared playbook, and automated handoffs. What follows is what we found, what we changed, and what moved.
Project Details
Service
Operations Management
Industry
Technology
Company Size
200 Employees
Timeline
4-month engagement
The Business Problem
Fragmented handoffs between sales and delivery teams
Every new client started with a restart.
Sales promised timelines that delivery had never seen. Every handoff meant re-collecting the same information, and clients were asked for the same details three times before work began.
Onboarding averaged 47 days. Documentation lived in three separate tools, ownership shifted at every stage, and early churn was climbing as a result.
The Strategic Response
Unified onboarding playbook with automated triggers
Audit the handoff
Mapped every step from signed deal to first delivery.
Set clear ownership
One named owner at each onboarding stage.
Build the playbook
Replaced three tools with one shared checklist.
Automate the triggers
Tasks and alerts now fire without manual chasing.
Track the impact
Reviewed onboarding time weekly against the baseline.
The Business Impact
Measured over the first 90 days after launch
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