Elena: James, could I borrow you for five minutes? It’s about the onboarding process.
James: Sure. Though I should warn you, I’m quite happy with the current one.
Elena: I know. But it might be worth trying a shorter version. New clients keep telling us the first week feels heavy.
James: Hm. Shorter how?
Elena: What if we moved the technical setup to week two? Perhaps we could start with one simple welcome call instead.
James: That could work. But wouldn’t clients feel lost without the setup?
Elena: They might, so we’d keep a help page open from day one. The data shows most clients don’t touch the settings in week one anyway.
James: Interesting. And what’s in it for my team?
Elena: The main benefit for you would be fewer support tickets. If we did this, we’d probably see calmer first weeks on both sides.
James: You should have led with that, honestly.
Elena: Noted for next time! So — would you be open to testing it with five clients this month?
James: Five clients, one month. If the tickets go down, you’ve won me over.