What you'll learn:
- How centralizing onboarding into a single platform eliminates inconsistent processes across thousands of locations
- How real-time visibility and accountability across departments transform onboarding from reactive firefighting into proactive execution
- How scalable onboarding processes reduce errors, speed up launches, and ensure brand compliance
What you'll need:
- A business managing high-volume, multi-location growth (like Premium Parking)
- A cross-functional team that depends on shared visibility, accountability, and standardization
- A digital customer onboarding platform (like OnRamp)
Intuitive Onboarding: Guiding Customers and Teams to Success at Every Step
Create experiences customers actually want to engage in, with proactive, step-by-step direction that reduces work and builds trust and partnerships.
The Challenge
How do you scale the opening of hundreds of new locations across the country in a way that is easy to execute, ensures timelines are met, guarantees brand consistency, and upholds compliance?
When William Padilla took over Implementation at Premium Parking, he was tasked with developing a solution to an increasingly urgent gap for the company – they were rapidly scaling operations but had a decentralized, manual process for opening new locations.
Spread across over 65 markets from Maine to Hawaii, each new project was being handled differently. Before his role was created, there was no standardized checklist. Departments had to constantly chase down information, and gaps in launch criteria were often discovered after a project was already underway. The company's exponential growth was creating bottlenecks and a reactive workflow that simply couldn't keep pace.
“Before OnRamp, our departments were under immense pressure, constantly chasing down information from the market leaders. We were putting out fires instead of proactively managing our growth.”
William Padilla, Implementation Manager at Premium Parking
The Hypothesis
The Premium Parking team knew they needed to move beyond their manual spreadsheets and disjointed communications with a centralized, automated approach. In doing this, they could ensure brand standards were met, communication was streamlined, and projects were completed on time. In order to do this, they needed to:
- Move their processes from Excel and one-off emails into a platform-based tool with a centralized interface for all new projects.
- Free up time for department heads to focus on their core duties rather than chasing down information from their markets.
- Build repeatable onboarding playbooks that provide a clear, step-by-step guide for every new location.
The Solution
1. Standardized Openings Across Markets
Before OnRamp, launching new locations at Premium Parking was managed across departments and leaders - each with their own processes - leading to inconsistency. As the company scaled rapidly, William and his team needed a way to ensure every market and location opened with the same level of quality and completeness.
OnRamp gave him the ability to build repeatable playbooks for each type of launch, complete with customizable checklists, ownership assignments, and dependencies. Now, when a new location is announced, the implementation process is mapped out and ready to go – nothing is forgotten, everyone knows their role, and new locations open faster, smoother and with greater confidence.
2. Centralized Visibility for Cross-Functional Teams
Rapid expansion introduced more stakeholders into the onboarding process – operations, sales, legal, local managers – and the lack of visibility into who was doing what, and when, became a serious bottleneck.
With OnRamp, Premium Parking centralized all project plans into a shared workspace that gives every team member real-time visibility into progress, responsibilities, and blockers. Tasks are clearly assigned, deadlines are visible, and everyone stays on the same page without needing to chase down status updates. OnRamp transformed what was once a fragmented and reactive process into a synchronized operation that keeps launches on track and teams accountable.
3. Scalable Processes that Support Growth
Premium Parking's explosive growth meant more simultaneous projects and higher stakes for each one. William couldn’t afford to reinvent onboarding processes every time or rely on institutional knowledge that only lived in people’s minds.
OnRamp gave him a system to codify those processes and scale them across the organization. Instead of ad-hoc checklists and tribal knowledge, there’s now a single platform that houses the company’s onboarding DNA – ready to be cloned, customized, and executed at any time. This shift enabled the implementation team to shift from firefighting to strategic execution, delivering consistent, high-quality outcomes no matter how many new projects are in flight at once.
The Impact
With OnRamp, Premium Parking transformed its implementation process from a chaotic bottleneck into a smooth, proactive point of differentiation. Structured workflows and real-time visibility enable Premium Parking to onboard new locations more effectively through:
- Accountability: Time-stamped notifications and a clear record of task completion keeps users engaged and drives down time to completion.
- Visibility: Fast, transparent overviews of projects, allow leadership to identify and resolve issues more effectively.
- Consistency: Premium Parking can now ensure every new location adheres to the company's and market’s brand standards and compliance requirements.
