Customer Onboarding Orchestrator
One cross-system outcome with three legitimate implementation paths: configure the current stack, coordinate it through an automation platform, or build a dedicated service.
The coordination gap
An approved commercial handoff does not automatically become a successful customer start. Important context crosses system boundaries; milestones need owners; internal and customer-visible state must stay separate; stalled work needs escalation; and completion needs evidence.
The specification defines that durable outcome while leaving the organization free to choose how its existing systems and teams should realize it.
How the workflow was developed
Establish one coordination boundary
One approved source identity creates at most one onboarding case and one configured milestone set.
Separate authority by role
Handoff, onboarding, milestone, and customer actors each have explicit actions and visibility.
Define meaningful progress
Viewing or reminding is not progress; completing, unblocking, or substantively advancing work can resolve a stalled episode.
Keep delivery evidence honest
A message-send result is evidence about the channel, not proof that a customer read it or a milestone outcome occurred.
The example operating choices
Three implementation profiles
Configure the existing SaaS stack
Best when approved systems can represent one coherent case, milestones, ownership, visibility, and audit history without misleading duplication.
Use an approved automation platform
Best when an accountable team already operates suitable connections, credential handling, observability, retries, and change management.
Build a coordination service
Appropriate only when the other approaches cannot preserve the workflow and a team accepts ongoing operational ownership.
The profile changes the execution path, not the core outcome. An agent inspects prerequisites and blockers with the adopter before choosing.
What the output should feel like
Regardless of profile, participants should see one current onboarding state: the required milestones, owners, blockers, target, last meaningful progress, and delivery status. Customer contacts should receive only their intended updates. Retries should not create duplicate cases, milestones, messages, or stalled episodes.
The implementation could live mostly inside existing SaaS products or present a dedicated interface. The recognizable product is the coordination model and its evidence—not a prescribed screen layout.
Current evidence status: the package, configuration, acceptance criteria, and three implementation profiles are committed. No realization has been committed yet, so this is an implementation story and expected-output description, not an observed result.