Client background
PropertyMe is an industry-specific software company whose suite of products helps property agencies manage their day-to-day operations. More than 1.7 million properties are managed through their cloud-based platforms: Manage PM, MePay and Grow CRM.
A fast, clear onboarding experience has been a critical part of their success. Any downtime or confusion creates real disruption in a fast-moving property agency, affecting both first impressions and the long-term relationship. But as the product mix and client base expanded, onboarding spread out: a separate team on a separate system for each product, which made customers harder to see, track and report on at a business level. In 2026 they came to us for a consistent, standardised solution.
The challenge
PropertyMe was already running its sales pipeline in Salesforce. Once a sale converted, though, the process moved into several product-specific platforms. The day-to-day worked, but each team worked in a silo: customers were invisible from the outside, reporting was compiled by hand, and every handover carried double-entry.
No single view of customers
Each onboarding team had its own way of managing work. Manage PM used Zendesk, Grow CRM and website onboarding used ClickUp, and MePay ran on shared inboxes and informal workflow. Nobody could easily say how many customers were being onboarded, or how long it was taking. Answering that meant several logins, asking teams for updates and piecing the picture together by hand.
Inconsistent processes across teams
Onboarding into each product needed different steps, tasks, communications and milestones. With no standard process, there was no way to compare performance between teams or carry an improvement from one team across to another. It also blocked cross-team support: helping out meant learning a whole new product, platform and way of working first.
Limited reporting for leadership
With activity siloed, leadership had little visibility of how onboarding was performing overall. Without the data it was hard to forecast growth, make resourcing decisions, or catch a small problem before it reached the everything-is-on-fire stage.
Our solution
We designed one onboarding process that balanced what each team needed, giving leadership full visibility while leaving every team the detail required to do their actual job.
Service Cloud as the home for onboarding
Starting from their existing Salesforce org, we configured Service Cloud to replace the Zendesk, ClickUp and shared-inbox workflows. When a customer completes their purchase, their subscription information from Stripe creates a case, and that case lands in the right onboarding queue without a manual handover. Email-to-Case keeps the email trail on the record, so customer history no longer hides in a personal inbox or somebody's memory. The full context sits in one place, visible to whoever picks the case up.
At the end of every onboarding journey the same CSAT survey now goes out through Salesforce Surveys, which gives PropertyMe comparable feedback across all three teams rather than three sets of numbers that can't be read against each other.
A flexible, custom data model
With three product teams running three different workflows, we had to standardise onboarding without reinventing how anyone actually works. So we built a multi-layer structure on top of Service Cloud's native case object. A case represents the whole onboarding journey, and beneath it three layers of custom objects track progress precisely: Landmarks for the major customer milestones, then Jobs and Checklist Items for the specific tasks that have to be done before a milestone can close. The result is a repeatable structure with enough give in it to reflect the steps each team already follows.
An interface people would actually adopt
With the data model behind it, we could improve the experience by keeping the parts of the old systems people genuinely liked. Team members often work through more than 30 checklist items during an onboarding call, so we built an intuitive kanban-style board: drag and drop tasks as they come up, update on the fly, never leave the single view. Less time spent clicking, more spent on the customer.
The results
1. One clear view of onboarding, for everyone
Onboarding across Manage PM, MePay, Grow CRM and website services now sits in one place. Sales, onboarding and management share the same view of progress, with the full history on the record: tasks, emails, comments, calls and updates. Managers can forecast in real time and see where to improve. And the customer gets a fast, fuss-free onboarding and can get back to managing their portfolio.
2. Reporting leadership can make decisions on
With onboarding standardised, the leadership team can read the pipeline properly. Within a few clicks they can see how many cases are active, what stage each customer is at, how long different case types take and where work is getting stuck. If a stage is causing delays or drop-offs, they can work out whether it's the people, the process or the product that needs attention. The consistent CSAT survey gives them comparable feedback across all three teams to decide against.
3. A new standard for adoption
Onboarding now follows the same structure across the business while keeping the individual steps each team had built up in their original platforms. That familiarity, plus the extended go-live, made the move into Salesforce far easier for the people doing it every day. The workflows still differ, but everyone now works inside the same frame of Cases, Landmarks, Jobs and Checklist Items, which makes it easier for teams to cover for each other, for managers to compare performance, and for the process to keep improving.
In short
PropertyMe now has an unobstructed view of their customers through a stage that decides whether the relationship works. With sales and onboarding joined up inside Salesforce, they also have a foundation to scale on, with the re-entry bottlenecks taken out of the customer journey. Which is already helping them keep busy property managers happy during onboarding, and onboard for the long term.
