FrankCrum cut implementation time by 58% with Arrows
58% reduction
in average implementation time
100 onboarding
plans initiated monthly
"Using Arrows, my favorite and most impactful thing has been efficiency. We're actually seeing how long certain things take. We're seeing where things get stuck. And as the CRM product manager, I am looking for those interactions throughout the whole company. I am able to record and track and improve on those now."
FrankCrum is a 40+ year old professional employer organization (PEO) based in Clearwater, Florida. As a PEO, they serve as a comprehensive HR department for companies from startups to enterprise clients—handling payroll, benefits administration, 401k management, and HR consulting with a hands-on, no-call-center approach.
Human Resources
Clearwater, FL, US
January 1981
201-500 employees
Why they needed Arrows
Word documents and paper drove a complex onboarding process
As a PEO, FrankCrum's onboarding is inherently complex. When a company becomes a client, they essentially "fire" all their employees so FrankCrum can "hire" them—requiring extensive legal paperwork and compliance work. FrankCrum initiates about 100 of these onboarding plans every month.
For over a decade, the implementation team managed this process through Word documents, shared drives, and actual paper.
No visibility anywhere. Management had zero insight into stages or task completions. Clients had no transparency into their progress. Implementation coordinators downloaded the latest version of workflows from shared drives, leading to constant versioning issues.
Customers were blind. Unless they'd worked with a PEO before, clients had no idea what the onboarding experience would be like, how complicated it was, or what forms and employee data they'd need.
No data to work with. There was no way to see how long things actually took, where bottlenecks were, or what was efficient versus inefficient. Leadership only heard negative feedback when something went wrong.
Why they chose Arrows
Arrows gave them visibility and automation
FrankCrum implemented Arrows to replace their manual process. The platform provided:
Real-time visibility for everyone. Implementation coordinators can track exactly where each client is in their onboarding journey. Leadership can see progress at a micro level. Sales and client experience teams can see what they need through HubSpot integrations.
Automated workflows. Arrows handles automated approvals from legal and other departments. Follow-ups that coordinators used to send manually now happen automatically.
Customer transparency. Clients can see their progress, know what's next, and complete tasks on their own timeline instead of waiting for someone to chase them down.
Data on everything. FrankCrum can now see how long each stage takes, where things get stuck, and compare coordinator performance.
Results
58% faster implementation time
The impact was immediate:
- 58% reduction in average implementation time
- Complete visibility where none existed before—from leadership to coordinators to customers
- Clients completing tasks independently that used to require follow-ups
- Data-driven improvements based on seeing actual bottlenecks in the process
Implementation coordinators are now reporting less to their managers because the data is visible. They're seeing clients complete tasks independently that used to require manual follow-ups.
Leadership finally has the data they need
Before Arrows, leadership only heard about problems after they happened. They had no way to see what was working or where the process broke down.
Now they can spot inefficiencies, compare how coordinators perform, and use real data for coaching conversations.
"We're actually seeing how long certain things take. We're seeing where things get stuck," says Luthfur. "I am able to record and track and improve on those now."
Customers have clarity for the first time
For customers, the change has been significant. They can see their progress, know what's next, and complete tasks on their own timeline.
The scary, blind onboarding process is now transparent. Customers know exactly what to expect, what they need to provide, and where they are in the journey.
