Situation
A digital marketing agency had three senior employees who each ran client onboarding differently. New hires spent their first month learning from whoever had time to train them.
Quality varied by trainer. Handoffs failed when the senior who "owned" a client was unavailable.
Approach
The team used the Workflow Documentation Starter to map current-state onboarding, the SOP Writing Workshop to convert it into a structured procedure, and the Process Mapping Session to identify two hidden handoff failure points.
Documentation sessions ran across three working days with the three senior employees narrating their actual processes — not ideal versions.
Outcome
Three documented SOPs, a shared process map, and a self-reported 40% reduction in onboarding time for new hires. The 40% figure is self-reported by the composite scenario — not a platform claim.
Composite scenario. Does not represent a specific agency or named organization.