Postworks Limited, a UK-based postal service company, offers innovative digital solutions that allow businesses to send and receive physical post from anywhere using their online portal. With a commitment to high-quality service and data security, certified by ISO 9001 and ISO 27001, Postworks serves businesses of all sizes. However, as their client base grew, they encountered challenges with managing their client onboarding process. By partnering with NOTN Consulting, Postworks streamlined their operations and improved client satisfaction through a custom-built Notion solution that automated their onboarding workflow.
The problem
Managing client onboarding became a bottleneck for growth.
Postworks struggled with a highly manual client onboarding process that was spread across multiple tools like Asana and Google Sheets. Their team faced the following issues:
- Manual processes: Onboarding tasks required significant manual input, leading to delays and inconsistent client experiences.
- Disconnected tools: Using multiple software platforms made it difficult to maintain seamless communication and tracking.
- Time-consuming workflows: Team members spent excessive time coordinating tasks, which impacted efficiency and client satisfaction.
The solution
An automated, custom Notion workspace that centralised the entire onboarding process.
We worked closely with Postworks to build a tailored Notion system that automated their client onboarding. This solution provided:
- Centralised client portals: Each new client was given a custom portal containing all relevant onboarding tasks, timelines, and resources.
- Automated workflows: Key tasks were triggered automatically based on client discovery responses, reducing the manual workload.
- Streamlined communication: All information, from project milestones to team responsibilities, was housed in one place, accessible to both the team and the client.
Conclusion
A streamlined process that improved efficiency and enhanced the client experience.
The custom Notion solution built for Postworks had a significant impact on their business:
- 50% reduction in onboarding time: Automating tasks and centralising communication streamlined the process, allowing the team to onboard clients faster and more efficiently.
- Improved client satisfaction: Clients received a seamless, high-end experience, with personalised portals providing clear timelines and responsibilities.
- Enhanced team collaboration: With all information in one place, the Postworks team could collaborate more effectively, eliminating time wasted on manual coordination.
The Feedback
“We are thrilled with the solution that you have developed for automating our onboarding process using Notion. The automation that you have implemented has been incredibly valuable, saving us a significant amount of time and effort. With this automation in place, onboarding new Customer Success Managers is going to become a lot more efficient.What we appreciate the most is how the process is now clear and easy to follow for anyone on the team. It ensures consistency and reduces the potential for errors. This solution has not only improved our internal operations but also positioned us to scale smoothly. We highly recommend NOTN Consulting for their innovation, professionalism, and ability to deliver impactful results.”
Marvee-Lisa Booker - Chief Growth Officer at Postworks
★★★★★
Credits
Project team & Acknowledgements
Project lead: Dr Ryan Perkins, Founder & Lead Consultant, NOTN Consulting.
Client contact: Marvee-Lisa Booker, Chief Growth Officer, Postworks Limited.
