How Shifty Cut Implementation Time from 4 Weeks to 10 Days

How Shifty Cut Implementation Time from 4 Weeks to 10 Days

As Shifty scaled its restaurant customer base, its implementation process became a bottleneck that was costing the team customers before onboarding was even finished. By moving to LaunchBay as a single system for customer onboarding, Shifty cut implementation time 3x, eliminated its top churn reason, and avoided hiring an additional team member to keep up with growth.

Before LaunchBay vs. With LaunchBay

	Before LaunchBay	With LaunchBay
Implementation time	2-4 months (against a 4-week target)	10 days (3x faster than target)
Tools	HubSpot support tickets, Google Drive, Slack, email	One connected system
Customer visibility	No visibility into progress or when onboarding was actually done	Full process visible in the Client Portal from day one
Team visibility	No way to see who did what or where projects stalled	Activity log shows every completed task and who completed it
Communication	Email chains that deskless restaurant operators rarely saw	Chat that reads like a text message
Team time	Manual email and phone follow-ups	18 hrs/week saved across the team
Churn	"Poor onboarding" was a tracked churn reason	No longer a churn reason
Headcount	Team was preparing to hire an additional implementation lead	Hire avoided through automation

The Process: From No Source of Truth to a Clear Finish Line

Before: Shifty had no single source of truth for implementation. Information lived across HubSpot support tickets, Google Drive uploads, and whatever Slack message or email thread happened to have it.

"We didn't really have a single source of truth, and I think that led to our onboarding process taking longer. It led to customers not really having a lot of visibility into where they were in the process."

That gap meant onboarding never had a clear finish line. Customers who were technically done kept re-engaging or coming back for support, because they had no way of knowing the process was actually over.

With LaunchBay: As soon as a customer comes on board, they're invited into their LaunchBay account, routed to the correct implementation owner, and shown the entire process in their Client Portal from the start. There's no ambiguity about what's next or when it's over.

"I think the best thing is it's just very clear when we're done with implementation, and you can start the race with the finish line in sight."

What drove the change: the Client Portal gives every customer a persistent, always-visible view of their own implementation status, replacing the guesswork that came from information scattered across four different tools.

Tools and Communication: From Four Systems to One

Before: Shifty pieced implementation together across HubSpot (CRM plus support tickets), Google Drive (document uploads), and a running combination of Slack and email to track down information, a workflow that was especially painful given who their customers are.

"We work with a lot of deskless teams, so they're on their phone a lot. It was really difficult in our previous process to get ahold of them via email."

Restaurant operators are constantly moving and rarely at a desk, which made email an unreliable way to reach them.

With LaunchBay: Everything Shifty's team and customers need lives in one place, and communication happens through chat instead of email threads.

"But now we can chat and it sends an email, but it feels like you're texting. It's really easy to use."

What drove the change: LaunchBay's chat sends a real email notification behind the scenes but reads and feels like a text message, meeting deskless customers on the channel they actually check.

Time to Onboard: From a 4-Week Target to 10 Days

Before: Shifty aimed for a four-week implementation timeline. In practice, onboarding took two to four months.

"Onboarding actually took anywhere from two to four months, when we were aiming for four weeks. Our process was a bottleneck in our business. That's why we had to make a change."

With LaunchBay: Implementation now takes 10 days, 3x faster than Shifty's original four-week target, and a fraction of the two-to-four-month reality that preceded it.

"We were able to take our implementation timeline down from four weeks as our target to 10 days, which is really drastic."

What drove the change: LaunchBay's stage-by-stage reporting showed Shifty exactly where implementation was breaking, a red or green check at each step. That surfaced a problem the team didn't know it had: customers were struggling to upload documents at the very first stage. Shifty pared the initial document ask down to the bare minimum, and the rest of the process sped up as a result.

Team Capacity: From a New Hire to 18 Hours Saved a Week

Before: Shifty was growing fast enough that implementation had become the bottleneck, and the team was preparing to hire another implementation team member to keep pace. That growing pain compounded a second problem: churn.

"One of our churn reasons built into our CRM was poor onboarding, and we don't experience that anymore since moving to LaunchBay. It was a huge problem and one of our biggest priorities at the beginning of the year when we switched."

With LaunchBay: Automated task reminders took over the manual email and phone follow-ups that used to consume the team's week, and the hire that once looked necessary was never needed.

"Having the automated task reminders in LaunchBay is a huge time saver for us. I think it likely saves each team member anywhere from two to three hours a week in just email follow-up."

What drove the change: automated task reminders and the activity log replaced manual chasing with a system that notifies customers and logs completion on its own. Across Shifty's six-person LaunchBay team, that's as much as 18 hours saved every week, time the team now spends moving customers through implementation instead of hunting down where a project was left off.

Ready to replace disconnected tools like Shifty?

Shifty's transformation shows what's possible when implementation runs through one connected system instead of a patchwork of CRM tickets, shared drives, and email threads. By giving customers a clear finish line and their team full visibility, Shifty launches new customers 3x faster, from a 2-4 month reality down to 10 days, eliminated a leading cause of churn, and grew without adding headcount.

With LaunchBay, your team can scale customer implementation without adding complexity, and without adding headcount.

👉 Start using LaunchBay for free or book a demo to see it in action.