The Problem
Onboarding a new enterprise client at HireRight took an average of 6 weeks. That’s 6 weeks between a signed contract and the client being operational — 6 weeks of delayed revenue, frustrated stakeholders, and manual handoffs across 4 teams.
The problem was layered: part process, part tooling, part organizational silos. Every client had a slightly different configuration, and the setup steps were largely manual, undocumented, and spread across departments.
The Approach
I led a structured discovery sprint — process mapping, stakeholder interviews, and data analysis on where time was actually being spent. The findings were clear: 60% of the delay came from two bottlenecks: configuration review cycles and integration testing.
I then ran a build-vs-buy analysis on potential AI tooling that could automate configuration validation and flag integration issues earlier. The recommendation: augment existing tooling with a lightweight AI layer rather than replacing the stack.
The Outcome
- Reduced average onboarding time from 6 weeks to a target of 2 weeks (currently in execution)
- Eliminated 3 manual handoff points through workflow redesign
- AI-assisted configuration validation catching errors 4x faster than manual review
- Scalable playbook that will reduce onboarding variance across client types
What I Learned
The best PM work here was saying “no” to things — scoping out the edge cases that would have doubled the timeline, and keeping the team focused on the 80% of clients who fit the standard pattern.
Placeholder: This case study will be updated with final outcomes once the initiative completes.