What was happening
Each new operator arrived with a different property management system, a different deposit model and a different idea of what the platform did. Onboarding was being improvised per client, which is survivable at three operators and fatal at thirty. Meanwhile KYB, deposit logic and payment-link flows all had regulatory constraints that could not be simplified away.
What we did.
- 01
Built one onboarding and implementation path from first contact to first live payment, with the regulated steps fixed and only the integration variable.
- 02
Specified the operator portal around what operators actually do daily rather than around the internal data model.
- 03
Connected the support flow across the CRM, the comms tool and the engineering tracker so an operator issue had one route and one owner.
- 04
Documented the deposit and plan logic properly, so sales stopped promising variants the platform could not settle.
one onboarding and implementation path
UK + 14 EU markets
Where it landed
- A repeatable path to first live payment rather than a bespoke implementation per operator.
- Integrations with several property management systems and payment providers running through one pattern.
- Support and engineering on one flow, with issues no longer dying between tools.