Customer onboarding without losing control.
A new customer is won — and sales, technical teams, back office and Customer Success all start at once. Bricksta runs the entire onboarding as one case: everyone knows their next step, and you see early where a customer is getting stuck.
- Starts with the won deal
- Every team in one case
- First process live in 5 working days
Onboarding · Nordwerk GmbH
Started: deal won in the CRM
- SalesHandover notes — doneContact named — done
- TechnicalSet up access — at riskData import — in progress
- Back officeCreate customer — doneFile contract — in progress
- Customer SuccessPlan kick-off — in progressTraining — waiting
Early warning
Access open for 3 days
Case at risk — team lead notified automatically.
After the signature, the risk begins.
Sales hands over — and several teams immediately work in parallel. Everyone is busy, but no one holds the whole picture. And this is exactly when the customer forms their first impression.
What it costs if nothing changes
- Customers churn in their first months
- Follow-up orders and referrals don't come
- Rework eats the onboarding margin
Knowledge scatters across inboxes
What was promised in the sales conversation sits in emails, spreadsheets and chats. Whoever joins later asks around — or guesses.
Handoffs slip through the cracks
Every team does its part, but no one watches the seams. The customer waits, and internally the firefighting begins.
Escalation without warning
The warning signs were usually there weeks earlier — no one just saw them in one place. Until the first big customer complains.
Poor onboarding is rarely a resource problem. It's a coordination problem.
As a managing director, I lived through this myself: when onboarding new customers, several departments worked at the same time. Each did its part, but no one could see where a customer stood. Only once every step had a person and a deadline did fewer customers drop out.
The process exists — but it isn't executed with structure once several teams have to start at the same time. More headcount won't fix it: without a firm frame, the chaos simply grows along.
Why Bricksta existsSpreadsheets, a task tool, onboarding software or a workflow platform? What really carries your onboarding?
These are the usual ways to run onboarding across several teams.
Here you see, point by point, what each of them can do.
| What a process needs | Business as usualSpreadsheets, email, meetings and a chaser | Task tool with a templateBoard or project plan with a checklist | Onboarding softwareSpecialist software for onboarding only | Workflow platformLow-code and BPM platforms, set up by IT | BrickstaOne case for every team and the customer |
|---|---|---|---|---|---|
| Starts on its own as soon as the deal is won | can't do it | partly | can do it | can do it | can do it |
| Every team works in parallel in one case | can't do it | partly | can do it | can do it | can do it |
| Every step has a person and a deadline | can't do it | can do it | can do it | can do it | can do it |
| The customer contributes directly | partly | can't do it | can do it | partly | can do it |
| At-risk onboardings show up early | can't do it | partly | can do it | partly | can do it |
| Your team changes the process itself | can do it | can do it | partly | can't do it | can do it |
| Runs within days, without an implementation project | can do it | can do it | partly | can't do it | can do it |
| Already in place, nothing new to introduce | can do it | partly | can't do it | can't do it | can't do it |
| Meets | 3 of 8 | 3 of 8 | 5 of 8 | 3 of 8 | 7 of 8 |
| Verdict | Familiar and already there. But only whoever asks knows where a customer stands. | Good for handing out work. But every task stands alone: handoffs and the customer stay outside. | Strong at onboarding. But only there, and usually with its own implementation project. | Can run any process. But months of project work, and every change needs IT. | Every team and the customer in one case. Your business team sets it up itself, and the same solution carries every further process. |
Spreadsheets, email, meetings and a chaser
How onboarding runs with Bricksta.
One case from the won deal to a productive customer — with clear owners, firm deadlines and an overview that holds every team together.
- 1
The deal starts the case
When sales wins the deal, onboarding starts on its own — through a connection to your CRM that we set up together, or through the order email.
- 2
Every team starts in parallel
Technical, back office and Customer Success get their tasks right away. What can run in parallel does; follow-up steps start on their own.
- 3
Risk shows up early
When a step stalls, the case is flagged as at risk before the customer notices — and Bricksta notifies the owners and their team lead.
- 4
The customer contributes directly
In their own view, the customer sees what's currently on them and submits documents directly — instead of waiting for updates.
One case, four views.
Everyone sees exactly what concerns them — and no one has to reconstruct the status in a meeting.
Delivers first what the technical team needs: via a link, without an account, details and files straight into the case.
Customer portal: the customer enters the email domain, identity provider and IT contact, uploads the SAML metadata and submits.
Simplified views from Bricksta, with sample data.
What changes.
A professional first impression
No customer having a bad experience right after signing.
Warned early, not surprised
At-risk onboardings stand out before the customer escalates.
Productive sooner
Parallel steps run in parallel, follow-up steps start automatically.
Every onboarding runs equally well
Repeatable, whoever is in charge — the knowledge lives in the process, not in individual heads.
Your first process: Monday start, Friday live.
Rolling out workflow or industry software usually takes three to six months. With Bricksta, your first process runs after five working days: Monday start, Friday live. Live means: from then on, your team handles real orders in the new process.
¹ A conservative estimate: process software typically takes 3 to 6 months with ready-made templates and 9 to 18 months as a toolkit (KMWorld). The five working days start on the agreed project start date and apply to a clearly scoped first process your team takes part in.
Hosted in Frankfurt
German and European law
Rights per role
Everyone sees only what concerns them
Complete history
Every step stays traceable
Connects to your systems
Start via email, CRM or form
Frequently asked questions
What teams most often want to know before they start.
Your question isn't here? Write to usWhich companies is this for?
For mid-sized companies where several teams take part in rolling out a customer after the deal is closed — for example vendors of software, machinery or services. Whoever owns onboarding recognizes the pain immediately.
How does the case start automatically?
An incoming trigger starts the case: an email, or a call from your CRM as soon as the deal is won. We set up that connection together. From it, Bricksta creates the parallel tasks for every team involved and assigns ownership.
Does Bricksta replace our CRM or ticketing?
No. Bricksta runs the process between your existing systems — the won deal in the CRM can even start the onboarding case automatically once the connection is set up.
Does every onboarding then run the same way?
Yes, repeatably. From a template, every case is created with the same structure — with variants where needed. Individual deviations are allowed and feed into the evolution of the standard process.
How do I measure success?
Through the time to a productive customer, open versus completed tasks per case, and metrics like average onboarding duration and bottlenecks per phase.
Do our customers have to sign in?
No. Your customer works on their task through an access link, without an account of their own. The waiting time on the customer's side still counts towards the case's lead time.
What happens if we stop?
We agree on the term, cancellation and handling of your data before you start. The licensing model is currently being finalised.
Where is our data hosted?
In Frankfurt am Main (EU), under German and European law. Our infrastructure providers are bound by the EU Standard Contractual Clauses; the full list is in the privacy policy.
More solutions
The same principle, other processes: one case, several teams, one shared status.
All solutionsPeople & organization
Leave & stand-ins
Request and approval with the team in view, and a stand-in who really stands in: tasks keep moving while someone is on holiday.
View solutionQuality & compliance
ISO 27001 audit
The audit isn't the problem — execution afterwards is. Bricksta runs measures, evidence and ownership in a structured, auditable way.
View solutionYour process isn't listed?
Bricksta runs any process with steps, owners and deadlines. We'll look at yours in the first conversation.
Can you tell right now which of your running onboardings are at risk — without asking your team?
Personal, no obligation and based on your real process.