Turning a Manual Sales Onboarding Process into a Guided Experience
Redesigning onboarding for new hires and the team behind it.
BACKGROUND
A global healthcare company welcomed new U.S. sales associates through a process that depended heavily on individual outreach. Each new hire received a call from the onboarding trainer, followed by a series of emails that were manually sent covering what to expect and how to get started. As hiring continued, the approach became difficult to deliver consistently and repeating these steps became time-consuming for staff.
THE CHALLENGE
Onboarding emails looked dated, varied in format and included attachments that could quickly become obsolete. Schedules, HR documents, and other frequently requested resources were spread across multiple locations. The process also required repeated calls and individual emails from the onboarding team.
THE OBJECTIVE
Create a consistent and welcoming onboarding experience that helps new hires understand what to expect while reducing repetitive work for the onboarding team.
STRATEGIC APPROACH
The onboarding journey was redesigned from the first message through the start of virtual training. A dedicated visual identity and consistent message structure gave every communication a recognizable look and tone.
An email sequence replaced manual outreach. The first message welcomed new hires through a video introduction from the onboarding trainer (who previously called each new sales associate and delivered a scripted message) and set expectations for their first week. Later emails covered practical next steps, including equipment delivery and access to virtual sessions. The welcome video provided a consistent introduction without requiring the trainer to repeat the same call for every new hire.
Email attachments were replaced with links to centrally maintained documents, allowing the onboarding team to update resources without resending emails and giving new hires access to the latest information. Dedicated onboarding pages on the intranet and sales enablement platform (Showpad) brought schedules, HR information and training materials into clear destinations. An evergreen, reusable meeting link appeared across the emails and resource pages so new hires could find their virtual sessions without searching through separate invitations.
"Having reference materials and video content that associates can refer back to will undoubtedly reduce mental burden and enhance the overall retention of critical content. This is a significant elevation in how we operate today.”
Myla C. | Senior Director, Sales Development
DELIVERABLES
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Visual identity and message framework for new hire onboarding
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Email onboarding sequence
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Welcome video from the onboarding trainer
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Centralized onboarding pages on the intranet and sales enablement platform
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A single meeting link for virtual onboarding sessions
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Linked resources in place of static email attachments
Led by MCA’s founder while serving in an in-house communications role.
RESULTING IMPROVEMENTS
Clearer first-week expectations: New hires received a structured introduction to their schedule and next steps.
A more consistent welcome: Branded emails and video gave every associate the same core information.
Easier access to resources: Onboarding pages brought schedules and commonly requested materials together.
Less repetitive outreach: The email sequence and welcome video reduced the need for individual messages and introductory calls.
Simpler updates: Centrally maintained links kept resources current without revising the email sequence.
RESULTS & IMPACT
The redesigned journey reduced manual work for the onboarding team and gave new associates a clearer, more consistent start. New hires could find key information, understand what came next and access virtual sessions from the communications and resource pages provided to them. Centralizing content also made the experience easier to maintain as schedules and materials changed, creating an onboarding approach the team could continue to use as new associates joined.