How Espresa scaled their customer onboarding 2.5x without adding headcount with OnRamp

Implementation volume surged from a dozen simultaneous projects to over 25, with individual project sizes doubling on average. The broader CS team also expanded rapidly. The mandate: scale dramatically while maintaining their hard-won 90+% implementation customer satisfaction rating.

Spreadsheets and disparate documents created information silos that made portfolio-level visibility impossible. "If somebody wanted to see which projects need management attention, they couldn't get a uniform briefing," Glenn explained. "The information was there, but was hard to access and virtually impossible to aggregate."

Beyond visibility, Espresa's implementation process is technically sophisticated with numerous configuration switches, options, and combinations across their Lifestyle Spending Account, Rewards & Recognition, Wellbeing, Challenges, and Communities platform software. Their implementation collateral consisted of lengthy PDF documents that sometimes made it harder for customers to quickly navigate the guidance they needed. Complex tasks involving the inbound programmatic and technical discovery, followed by outbound education, creative design, and configuration instruction created lengthy discussions without predictable endpoints.

Without structured playbooks, new team members required several months of shadowing before running implementations independently. Synthesizing project data for executive briefings consumed significant portions of his week, yet the results were still limited.. "Had we not moved in the direction we did, I think we'd have struggled to keep pace with the company’s growth."

Espresa didn't just implement OnRamp—they rebuilt their entire onboarding operation around it. The key differentiator was OnRamp's ability to combine sophisticated task management with powerful survey and form capabilities, enabling the complex discovery and data collection their implementations require.

• Bi-weekly executive briefings that actually work: Every two weeks, more than 20 people including executive staff get complete portfolio visibility in a lightning-format briefing. Glenn created custom views that pull key milestones and risk flags for impactful and actionable updates. "In 45 minutes, we're covering a briefing for over 25 projects. It's really slick," Glenn explained. Those same custom views double as executive dashboards, filtering by project owner, risk status, milestone completion, and customer segment.
• Targeted information delivery: Instead of making broad information requests, Espresa now identifies the right person for each task, delivers targeted guidance, and prompts for specific inputs. "What traditionally is a lengthy discussion without a clear endpoint is now a specific prompt and a transaction," Glenn explained. "It turns what used to be an open-ended discussion into something predictable and repeatable."
• Seamless handoffs across the customer lifecycle: Sales teams use OnRamp's discovery surveys during the sales process, ensuring implementation teams have complete context from day one. For new implementers, detailed playbook instructions cut ramp-up time from several months down to roughly three months. "We previously had them shadow implementations for six months.This drastically reduces that timeline."
• Custom dashboards and reporting via API: Glenn used OnRamp's API to build exactly what he needed without waiting on product enhancements or internal development resources. He created Gantt chart visualizations pulling live OnRamp data to track project milestones, timelines, and at-risk flags at a glance, and set up custom dashboards that consolidate data from Zendesk, Salesforce, and OnRamp in one place. The result is a real-time, centralized view of his entire portfolio, configured precisely to how his team operates.

• 2.5x value delivered without adding headcount: From 12 to over 25 simultaneous implementations—many 2x larger—without growing the team.
• Exceptional CSAT maintained: 90+% customer satisfaction despite unprecedented growth, thanks to structured playbooks, guided customer portals, and data-driven signaling.
• Faster internal onboarding: New implementer ramp-up reduced from several months to roughly three months.
• Executive visibility in 45 minutes: Complete portfolio visibility in bi-weekly briefings with real-time dashboards. No more chasing updates. "Executive staff, department heads, sales and alliances. People love it," Glenn noted.
• Complete implementation data: Accurate time-to-launch metrics for better capacity planning and sales commitments. "OnRamp has the best data. We know exactly how long it took to get through each type of project."

The Bottom Line

"I swam in the sea of messy project tasks for years. OnRamp solves that nightmare. The fundamental concept—that we can create surveys, give structure to customer-facing workflows, and scale with visibility—is golden. Other tools just can't touch this."