Success Story
Training & Supporting New Employees
How can a company prepare new hires to perform their job when there's no formal process?
Challenges
Signs of Justice, an e-commerce brand, experienced a nearly 3,000% increase in order volume for its signage and apparel products -- all in the span of about one month.
The company had to bring on new employees and subcontractors to handle the sudden growth. The small, tight-knit team had always handled company operations before: accepting orders, procuring supplies, packing and shipping products, and confirming delivery.
As a result, Signs of Justice had no formal documentation for the ordering process. If new staff members didn't quickly receive the training and resources they needed, the company risked:
Losing orders.
Wasting money on duplicate deliveries and unnecessary inventory.
Unhappy customers and canceled sales.
Xavier's Approach
Signs of Justice hired me to support the company in several ways. One of the most important was to document the order fulfillment process and to create training resources for it.
I conducted a comprehensive analysis of the company's current process. This included:
Interviews with owners and employees.
Mapping out the workflow, covering each variable that could affect an employee's choices during order fulfillment.
Personally completing the workflow and capturing screenshots to support the training materials.
Solutions
My final deliverable to Signs of Justice was a complete business process for order fulfillment. This took the form of written documents and videos, which covered the system's numerous and complex steps.
I worked with Signs of Justice to train a team of order fulfillment contract workers and to optimize the business process. Through virtual meetings, I observed the contractors in action as they went through each of the steps. These observations led me to identify inefficiencies, make changes, and finalize the documentation for the company.
Onboarded 10
new hires to handle increase in demand
Unlocked $1 Million
in new revenue by establishing key business processes
"Xavier helped drive over $1 million in new revenue to our company. Hiring him was one of the best decisions of my career. Our e-commerce company saw a 3,000% surge in demand virtually overnight. It was more than we were built to handle. We hired Xavier to help us ramp up and solve problems. It was one of the best decisions of my career. Xavier remains calm under pressure, takes swift and calculated action, and delivers on his promises. [He] built up a team of over 10 new freelancers and developed new efficiency systems to ensure the quality of their work. His efforts had a huge impact on our bottom line and I cannot imagine how we could have survived this rapid growth without him."
Bryan Oakley, Partner, Signs of Justice