Accelerating Implementations by 53% for Construction Giant Hyphen Solutions

BEFORE GUIDECX

Delivering Consistent Implementations Complicated by Multiple Product Offerings Managed by Different Teams

Given Hyphen’s breadth of product offerings, implementations can get complex. Each product has its own implementation team and workflows that complicate delivering consistent onboarding experiences for their customers. For customers, working with multiple different teams and across processes could, at worst, feel like working with several distinct products. The team at Hyphen would hear that customers would sometimes struggle knowing who to contact and be on disparate onboarding schedules.

Internally, the fragmentation created inefficiencies and blind spots. Hyphen teams couldn’t easily track project dependencies, leading to coordination delays and forecasting challenges. “Everybody ran off their own individual spreadsheets that they created in a siloed environment,” said Jenifer Owen, Director of Implementations – Hyphen Wallet. “There was a lot of gray area.”

SOLUTION

Consolidating Customer Onboarding Experiences with GUIDEcx

Hyphen Solutions implemented GUIDEcx to create a single, consolidated onboarding experience across all product lines. The team evaluated up to 5 different products to solve their challenges, ultimately choosing GUIDEcx over competitors like TaskRay and Asana for the cleanest experience for both customers and internal stakeholders, as well as the ability to view deal information from Salesforce directly in GUIDEcx.

Now, customers see a unified onboarding plan with clear visibility into milestones, owners, and next steps—and can easily reach the appropriate POC. Internally, implementation stakeholders are designing project templates and using more granular data to find redundancies, illuminate blind spots, and fine-tune their onboarding processes to more accurately forecast timelines.

Key features that Hyphen Solutions is leveraging:

• Project and task templates that help standardize workflows and eliminate redundant steps.
• Task-level time tracking to refine forecasts and set accurate go-live expectations.
• In-app messaging and notes that serve as a centralized communication hub for internal teams and customers alike.
• Dependency controls to ensure tasks unlock only when prerequisites are met.

RESULTS

A Unified Onboarding Experience for Customers and Stakeholders

GUIDEcx helped Hyphen unify a fragmented onboarding experience—both for customers and internally.

• Accelerated implementation timelines: The Wallet team reduced average go-live time from 184 days to 86 days, a 53% decrease.
• Improved forecasting accuracy: Real-time task data and updated templates helped teams provide more confident timelines at the point of sale.
• More cohesive customer experience: What used to feel like “three separate product implementations” now appears as a single, organized journey.

Looking Ahead

Hyphen continues to refine its templates and implementation processes, with each team now regularly revisiting workflows to eliminate friction and improve accuracy. As they scale, GUIDEcx remains central to delivering a consistent experience across a growing customer base and evolving product suite.