From scattered intake to structured onboarding
A workers' compensation administrator needed their client onboarding to keep pace with new business. We built an Airtable system that organizes every submission, routes work automatically, and gives the team real-time visibility from first contact to active policy.
Growing faster than the spreadsheets could keep up
Our client onboards 50 to 80 new clients every week. Each one requires collecting an authorization form, verifying policy details, connecting payroll, and generating first invoices before a single premium can be collected.
For years, the team handled this through a combination of carrier-specific PDF packets, spreadsheets, and email coordination with agents, a system that worked, but one that was difficult to scale. Each carrier had its own forms. Tracking progress meant keeping a lot of context in motion across a busy team. When a document was missing or a payroll connection was delayed, it took effort to surface it quickly.
The team ran a tight operation. They just needed tools that could keep pace with their growth.
What changed
How It Works
Four stages from submission to active policy
Agent or client completes the Fillout form. Everything flows into Airtable, organized and validated automatically.
The internal team reviews the submission, fills any gaps, and categorizes the client. Status updates as steps are completed.
Tasks route to the policy team, payroll team, and compliance reviewers. Each person sees exactly what they need to complete.
Requirements met, client goes active, team gets confirmation. Full history stays in the system.
We didn't just digitize, we redesigned
All Voices Heard
We interviewed everyone, from executives to form processors. We mapped every handoff, every manual step, every workaround, then identified where automation could take over.
Automated Email Workflows
Welcome emails, policy alerts, milestone notifications, and hold status updates are triggered automatically. The right message reaches the right person without anyone having to remember to send it.
From 90 Forms to One Smart System
One guided intake replaced a maze of carrier-specific PDF packets. Clients submit once through a single guided form, and the system automatically identifies their carrier, routes the submission to the right workflow, and generates the correct documentation — no manual sorting, no version confusion, no missing fields.
SLA Tracking & Flag System
Every stage has a defined SLA. The system tracks time, surfaces flags, and gives supervisors clear visibility into what's on track and what needs attention.
A Single Source of Truth
Every onboarding is tracked in real time. The system timestamps every action, triggers follow-up workflows, and shows clear status for every client.
Document & Folder Automation
New client submission triggers automatic SharePoint folder creation, authorization form upload, and policy document generation. Files go where they belong, automatically.
“They've taken a light year jump ahead in their working style. It's not just the automation, it's the visibility and trust in their data that transformed how they operate.”
Expertise, unlocked by systems
The team no longer sorts through PDFs, chases status updates, or routes handoffs manually. The system handles it, so the team can focus on work that actually requires a human.
Is your onboarding keeping up with growth?
If your team is managing clients through spreadsheets and email threads, every manual step is a risk. We can help you build a system that scales without adding overhead.
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