Tambour Cuts Customer Onboarding from 10 Days to Minutes

Customer onboarding and internal processes at Tambour were built around paper forms and manual handoffs.

External agents completed physical onboarding booklets during customer visits, which then had to be returned to the office for processing. When customers were in remote locations or paperwork was delayed reaching the office, onboarding could take 7–10 days. Errors required agents to revisit customers in person, extending timelines further.

Teams also relied on physical binders to store documents, making it difficult to locate and verify records when needed.

When paper-based steps failed, agents and employees resorted to sending photos via smartphone, leaving information incomplete and outside Salesforce records.

Tambour implemented Titan Experience Studio to replace paper-based onboarding and internal processes with digital workflows connected to Salesforce.

Agents now complete a mobile, multi-step onboarding form on a tablet during on-site customer visits. The form captures key customer details and documents, which are written in real time, removing the need to return paperwork to the office.

From the same process, agents can trigger related agreements, including signage and equipment forms, which are signed digitally and stored against the correct customer record.

Internally, Tambour replaced disconnected ordering and registration forms with Salesforce-connected processes, ensuring requests are captured accurately and routed to the right teams.

Onboarding from 10 Days to Minutes: Customer onboarding is completed on-site and submitted directly to Salesforce, removing delays caused by paper handoffs and office processing.

Field-to-Salesforce in Real Time: Agents capture and submit customer data from anywhere, without returning to the office or re-entering information later.

Rework Removed from Onboarding: Forms validate whether a customer record exists in Salesforce before submission and route incomplete cases correctly, removing the need to revisit customers or re-sign documents.

Faster Back-Office Review: Credit and finance teams review signed documents directly in Salesforce, without searching through physical binders.

Secure, Centralized Document Storage: Customer files are stored against the correct records in Salesforce, ensuring consistent handling of sensitive information.

Fewer Internal Routing Errors: Moving internal marketing and sample request processes into Titan and connecting them to Salesforce reduced order mismatches and ensured requests reached the right place.