Automating Client Onboarding with JSM

The Challenge

Client onboarding is a critical first step in building strong customer relationships, yet many organisations rely on manual, form-based processes that create inefficiencies and bottlenecks. Paperwork, PDF forms, and spreadsheets slow down engagement, increase administrative effort, and introduce errors that frustrate both customers and internal teams.

Key challenges include:

• Manual and inconsistent processes: Paper and email-based onboarding introduces errors and delays.
• Limited scalability: Onboarding multiple products or clients in parallel is difficult with fragmented systems.
• Inefficient document handling: Physical and PDF-based forms require manual management and are prone to bottlenecks.
• Poor visibility: Limited reporting makes it difficult to track onboarding progress, resource allocation, and timelines.

The Solution

Elegance Group delivers a fully automated client onboarding system built on Jira Service Management and Confluence, replacing outdated manual workflows with a digitised, scalable, and efficient process.

Key components:

• Dynamic JSM Forms: Custom Jira Service Management forms replace static PDFs and emails. The forms draw directly from Jira Assets to dynamically adjust based on product selection, capturing all required details up front and initiating the correct onboarding workflow.
• Centralised Client and Product Data in Assets: Jira Assets acts as the single source of truth, storing all client, product, and service configuration details. As clients submit forms, Assets automatically links the onboarding request to the relevant records, keeping data consistent across teams.
• Task Automation and Workflow Orchestration: Once a form is submitted, Jira automation generates a tailored set of tasks aligned to the chosen product or service. These tasks are automatically assigned to the right teams with SLAs and notifications, ensuring timely execution.
• Digital Document Management: Onboarding documents are generated, submitted, and signed digitally, eliminating physical paperwork and reducing manual processing. Assets keeps these linked to the client record, creating a comprehensive history of onboarding activities.
• Reporting and Dashboards: Custom dashboards and visual reports provide visibility into onboarding progress, timelines, and resource allocation. Managers can identify bottlenecks, predict workloads, and make informed decisions.
• Scalability Across Products: Templates and workflows are designed for reuse, and by modelling products and services in Assets, new offerings can be added to the onboarding process with minimal configuration. This ensures the solution scales alongside organisational growth.

The Value

Automating client onboarding with Jira Service Management delivers measurable benefits for both customers and internal teams:

• Efficiency gains: Manual input is minimised, onboarding times are reduced, and administrative errors are eliminated.
• Tailored client experience: Dynamic and intuitive forms adapt to product selection, giving each client a personalised, guided journey.
• Accuracy and consistency: A single source of truth in Assets ensures client and product data is always up to date.
• Transparency and control: Dashboards and reporting provide visibility into progress, enabling proactive resource planning.
• Scalability: The solution grows with the organisation, supporting multiple products and concurrent onboarding scenarios.
• Reduced costs: Automation and digitisation lower the operational overhead associated with manual processes.

By digitising onboarding with Jira Service Management, organisations transform a traditionally manual process into a modern, automated workflow that enhances client engagement and drives long-term efficiency.

Ready to reimagine your client onboarding? Contact us to explore how this solution can work for your business.