Case Studies

Selected examples of operational systems design and CRM architecture supporting scalable growth.

Case Study: Building the Operational & CRM Foundation for a New Corporate Partnerships Division

Sector: Education services (nonprofit-adjacent)
Stage: New division launch
Growth: Scaled from 27 to 1,000+ programs
Onboarding time reduced by 87% (246 days → 32 days)

When the Corporate Partnerships division launched, there were no documented onboarding workflows, no shared lifecycle definitions, and limited reporting visibility. Growth was possible, but not stable. Without standardized processes:

Partner onboarding was inconsistent.
CRM data lacked integrity.
Leadership had minimal visibility into delivery readiness.
Manual coordination slowed execution.

Scaling under those conditions would have amplified fragility.

87%

Reduction in Onboarding Time

(246 Days → 32 Days)

30%

Reduction in manual operational work through automation

27 to 1,000+

Growth in number of active programs

My Role

I joined at inception and assumed operational ownership of partner onboarding, lifecycle design, and CRM architecture.

My mandate: build systems that could scale while the division was actively growing.

The Structural Build

Instead of patching tools, I designed the operating framework:

Defined the full partner lifecycle from agreement through ongoing delivery
Designed standardized onboarding playbooks embedded in HubSpot
Built Trello-based cross-functional launch systems
Structured API/SFTP data exchanges for technical onboarding
Established lifecycle stages and deal logic aligned to real-world behavior
Built dashboards giving leadership live visibility into onboarding and partner health
Designed a billing structure supporting 15 learning providers
Documented all workflows to remove dependency on institutional knowledge

This created a durable system, not just automation.

The Measurable Shift

Onboarding time reduced by 87% (246 days → 32 days)
Program volume scaled from 27 to 1,000+
New university contracts grew to 81% of total offerings
Tracking accuracy improved up to 98%
Manual operational work reduced by ~30%

The division moved from reactive coordination to structured, scalable execution.