Sunrise Pocket · Customer Experience & Onboarding Transformation
Turning customer friction into proactive Customer Success action.
I conducted an end-to-end Customer Experience review for Sunrise Pocket, analysing onboarding, customer support, feedback and key journey touchpoints to identify friction across the customer lifecycle. I then translated the findings into practical Customer Success improvements, including journey redesign, HubSpot customer tracking, support processes and proactive onboarding automation.
A practical case study, completed, presented and defended
01
The Customer Experience Challenge
The analysis identified three connected problems: customers lost during onboarding, frustration with transactions and support access, and customer feedback fragmented across four channels with no single owner.
02
Where customers experience friction
I analysed the onboarding journey to understand where customers progressed, where friction occurred and where proactive Customer Success intervention could improve the experience.
03
Turning customer feedback into insight
Customer feedback and support signals were analysed to identify recurring themes, pain points and opportunities to improve the customer experience.
04
Mapping the experience end to end
I mapped the customer journey across key stages, touchpoints, customer needs, emotions and friction points to identify moments requiring clearer guidance, support or proactive intervention.
05
Turning insight into a working Customer Success system
The CRM structure was designed to give the team greater visibility into customer progress, support needs and customers requiring attention.
- Customer and onboarding properties
- Onboarding stage tracking
- Customer support tickets
- Help desk
- Live chat
- Customer information and activity visibility
Screenshot to add · HubSpot CRM setup
06
From customer inactivity to proactive action
I built workflow logic to identify customers who started onboarding but stopped progressing. The workflow supports proactive follow-up by using customer activity and onboarding-stage signals rather than waiting for the customer to report a problem.
- 01Customer signal
- 02Inactivity detected
- 03Workflow
- 04Team action
- 05Customer follow-up
Screenshot to add · Abandoned-onboarding workflow
07
Creating a clearer path to support
I structured support touchpoints to make customer issues easier to capture, track and manage while creating clearer visibility and ownership for the Customer Success team.
Screenshot to add · Tickets, help desk and live chat
08
From analysis to action
Recommendations arising from the analysis, not measured outcomes.
Onboarding
Save-and-resume verification, clear progress and confirmation, and proactive follow-up for customers who stall.
Customer Support
Transaction status, reference numbers and resolution times, with a clear route to a human agent.
Voice of Customer
Consolidate four channels into one feedback inbox, theme and prioritise issues, and close the loop.
Customer Success Operations
Assign owners, deadlines and outcome measures for each priority issue in a shared action tracker.
09
Presented and Defended
The completed Customer Experience strategy, journey analysis, HubSpot implementation and recommendations were presented and defended, demonstrating the reasoning behind the proposed Customer Success improvements.
10
Tools & capabilities
The tools used and the Customer Success capabilities this case study demonstrates.
Tools
Capabilities demonstrated
From customer signals to structured action.
This case study demonstrates my approach to Customer Success: understand the customer experience, identify friction, use data and feedback to prioritise problems, and build practical systems and workflows that support proactive customer management.
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