PAYS Pulse | October 2026

Customer Onboarding & Operational Improvement

Faster Client Value and Revenue Through a Culture of Empowerment

A growing B2B SaaS company had strong demand for its product, but its onboarding process and workflow bottlenecks were slowing both revenue and product adoption. Moving a new customer from signed contract to fully live took nine weeks and several touchpoints, creating internal inefficiencies, client frustration, and delayed revenue recognition.

Amy embedded directly with the onboarding team, shadowing and working alongside them. She spoke with clients about their challenges firsthand and personally guided several customers through onboarding to fully understand the workflow.

She then brought the team together for a series of whiteboard sessions. Rather than handing them a solution, Amy helped the team design a shorter timeline, create marketing collateral to support the customer journey, and identify the most meaningful opportunities for improvement.

Because the team helped design the solution, they were bought in and excited to implement it. They also felt empowered to continue making iterative changes and improvements along the way.

The result was onboarding time reduced from nine weeks to four, customer touchpoints cut in half, and a repeatable process the team continued to own and improve well after the initial redesign.

Creating a culture of empowerment drives a better customer experience, faster client value, and ultimately revenue.

AMY EZELL | CUSTOMER EXPERIENCE & OPERATIONS LEADERPAYS2.us

Aerospace Engineering & Production

From Costly Rework to Measurable Engineering Performance

An aerospace company was experiencing program cost overruns and delays driven, in part, by a crippling rework problem across its engineering drawing creation and production-review process. Errors were often discovered much later in the workflow, creating long, expensive delays for parts already on the critical path.

Ryan and the team began by establishing near-real-time benchmarks for the causes of rework. They reviewed the findings with the team, created automated dashboards to monitor trends, and focused on the most common repeat issues. For each priority issue, they identified root causes and corrective actions, trained team members in the improved process, and moved defect discovery earlier—before mistakes could create larger downstream consequences.

Leadership reviewed the metrics weekly and reinforced accountability for corrective action and continuous improvement. The work combined process rigor, Lean planning, automation, analytics, and disciplined follow-through to change the operating system of engineering—not simply address individual defects.

The results were measurable: drawing yields improved by 282%, response times decreased by 55%, and work in process was reduced by 85%.

Sustainable transformation happens when process rigor, accountability, automation, and analytics work together.

RYAN CHAPIN | TRUSTED CONSULTINGPAYS2.us

People Strategy & Organizational Alignment

From People Complexity to a More Aligned Organization

As Kline Franchising grew, the organization was navigating the complexity that comes with scaling people, teams, and operations across multiple entities. The leadership team needed a more intentional approach to understanding their people, strengthening communication, and creating alignment around how the organization worked together.

Victoria Ciresi helped lead the organization through a self-implementation of EOS®, while also developing the People Strategy that supported the system and the people behind it.

Using Predictive Index® as a foundation for Human Insight, Victoria helped leaders better understand themselves, their teams, and the people they were leading. She brought greater clarity to communication styles, team dynamics, leadership strengths, and the alignment between people and their roles.

This work connected the people side of the business to the operating system—helping leadership move from simply managing people to intentionally building a healthy, aligned team.

With a clearer framework for understanding people and a more disciplined leadership rhythm, the organization was better equipped to communicate, make decisions, develop leaders, and scale with greater intention.

When you understand the people behind the business, you can build a stronger organization.

VICTORIA CIRESI | PEOPLE & CULTURE LEADER | PREDICTIVE INDEX® CERTIFIEDPAYS2.us

Growth gets easier when execution gets better.

Amy Ezell

From Nine Weeks to Four: Faster Client Value and Revenue

Ryan Chapin

From Costly Rework to Measurable Engineering Performance

Victoria Ciresi

From People Complexity to a More Aligned Organization

Faster Client Value and Revenue Through a Culture of Empowerment

From Costly Rework to Measurable Engineering Performance

From People Complexity to a More Aligned Organization