The problem
Sales, onboarding, and support each held their own version of the customer record, and none of them agreed after the handoff.
The approach
We mapped every handoff point across the lifecycle and built one shared journey object that each team could read from and write to.
The outcome
1
Source of truth
-45%
Handoff errors
5
Teams aligned
Handoff errors dropped by nearly half, and every team could finally see the same customer story.