Onboarding involves Sales, CS, Legal, Finance, IT, and Operations — and nobody owns the end-to-end process. Each team thinks someone else is handling the handoff.

Client documents — contracts, compliance forms, configuration specs — arrive in different formats and sit in someone's inbox until they manually extract what's needed.

Time-to-value stretches because setup stalls at unpredictable points. The client gets frustrated, CS scrambles, and the relationship starts on the wrong foot.

Every client feels like the first one because the process isn't formalized. The person who "just knows how it works" is a single point of failure — and they're burning out.