Enterprise Onboarding and Customer Success

Enterprise Onboarding and Customer Success Plan for IronBridge Supply Co. and ProcureFlow. Problem is IronBridge Supply Co., an 800-person supply chain company operating 11 branches across Nigeria with a 120 million naira annual contract, had 11 branches each running informal procurement tracking systems, a history of a failed ERP rollout that caused a 3-week operational shutdown, a sceptical Operations Director, an IT Lead limited to 4 hours per week, and a CEO mandate to onboard all 11 branches within 90 days with a target of 35 percent fewer procurement exceptions within 6 months. Strategy is a phased wave rollout model starting with a 2-branch pilot before expanding to 5 then the remaining 4 branches, a full stakeholder register mapping 12 stakeholders across 4 tiers using a Power/Interest quadrant, a tailored communication strategy for every decision-maker, and a 3-Task Protocol for low-digital-literacy branch supervisors. Execution includes a 30-60-90 day onboarding framework with 12 milestone gates, RACI-based governance, role-segmented training in English, Hausa, and Pidgin, a WhatsApp Classroom solution for struggling branches, a Branch Champion peer-support model across all sites, and a Week 3 crisis response that prevented a rollout pause without moving the 90-day deadline. Impact is a trajectory toward all 11 branches live before Day 90, exception reduction projected at 12 percent by Day 60, 22 percent by Day 120, and 35 percent by Day 180, and a 12-month value roadmap with renewal conversation built in at Month 6.