47-Step Journey Mapping
Mapped every client touchpoint across 90 days. Identified 23 manual handoffs, each a failure point. Mandate: automate everything that didn't require human judgment.
Lifecycle Operations / Case study 02
Seamless Experience Automated.
60%
Onboarding Time Reduced
$315K
Annualized OpEx Reclaimed
3x
Lift in Add-on Revenue
45%
Decrease in Support Ticket Latency
01 / The Problem
Scale Without Infrastructure
Perdonis scaled from 12 units to multiple properties across 3 cities in 2 years. Operations infrastructure didn't keep pace, and manual contract handling became structural liability. New client onboarding averaged 14 days from signed contract to first active booking.
02 / Our Approach
End-to-End Lifecycle Automation
Dynamic Onboarding System
Monday.com auto-generates client-specific boards at contract signature, assigns tasks with SLA deadlines, triggers sequenced comms via Twilio, with zero manual touchpoints.
Behavior-Based Upsell Engine
Guest checking in 5+ nights auto-receives curated upgrade offer 24 hrs before arrival. Drove 35% lift in premium attach rate within month one.
Operational Intelligence Dashboard
Real-time SLA adherence, communication response times, and onboarding completion by portfolio. First visibility at scale.
03 / Engagement Timeline
14 Weeks,
4 Phases
Audit
Mapped 23 manual handoffs, 6 redundant approval loops, zero automated follow-up post-contract. Interviews with 6 ops leads.
System Design
Automated onboarding architecture designed: dynamic docs, e-sign workflows, internal task assignment, client status portals.
Build & Integrate
Full system deployed across 3 portfolios. PMS, CRM, comms integrated. Upsell trigger logic QA'd against real booking data.
Training & Launch
10 ops staff trained. 3-week parallel run, then full cutover. Week one: 40% reduction in inbound inquiry volume.
04 / Tech Stack
Tools
& Why
Monday.com
Client boards auto-generated at contract signature with templated tasks by role and SLA.
DocuSign
Dynamic contract generation and routing, with no manual PDF handling.
Salesforce
Custom lifecycle stages and property-specific fields tracking every client relationship.
Twilio
Automated SMS for guest pre-arrival, upsell delivery, and real-time status updates.
Typeform
Dynamic onboarding forms with conditional logic pre-populating each client's board.
Make
Workflow backbone connecting all 5 tools. 14 automations replacing 23 manual handoffs.
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