Identification and prioritization of actionable recommendations

• Built a deep understanding of the as-is process and identified pain points & solution ideas through interviews, work shadowings, cross-functional workshops, and review of existing documentation

• Benchmarked competitors' onboarding processes from the merchant perspective

• Established and analyzed a reliable data foundation and set up relevant analyses and reportings

• Modeled time and cost savings potential resulting from various measures

Steering of the implementation of selected solutions, e.g.

• Digitalized data collection and contract generation by Sales to eliminate manual entry of paper contracts, ensure data completeness, and reduce errors and follow-up questions

• Introduced automation solutions through assessment of automatable process steps, definition of requirements, and selection & implementation of external solutions

• Brainstormed and implemented ideas to reduce handovers and passive waiting times

• Assessed legal requirements and critically challenged compliance guidelines to better balance legal conformity and process efficiency

• Enhanced merchant communications with automatically triggered e-mail updates to reduce capacity-binding status inquiries

• Derived further recommendations based on individual merchants' negative experiences

• Visualized the target workflow as a BPMN flowchart and revised SOPs