We are Citipost Mail (Citipost Ltd), a UK-based B2B mail and communications provider, seeking an experienced developer (or small team) to build a secure, end-to-end digital customer onboarding portal and workflow for new business accounts.
Currently, our process is manual and paper-heavy, using multiple documents: standard Application for Credit, Agency Application Form (for Royal Mail tri‑party agency agreements), Customer Service Agreement (CSA – full and form-only versions), CSA T&Cs, and Direct Debit (DD) mandates. The average onboarding time from sending the Application for Credit to receiving the signed CSA is around 15 days for standard accounts, and we want to significantly reduce this through automation, better UX, and tighter workflow control.
The new solution should move this entire process online, covering: guided form completion, document upload, e‑signatures, internal approvals, and system updates. It must support both standard and agency accounts, with conditional logic to show only relevant fields and documents (e.g. agency-specific questions and Royal Mail‑related data, or DD mandate only when DD is selected as payment method).
Key functional requirements:
Customer-facing onboarding journey:
Sales triggers onboarding, generating a secure, unique link for the prospect.
Prospect completes an online form (standard or agency), uploads supporting documents (company letterhead, DD mandate, etc.), and e‑signs where required.
Ability to save progress and resume, with clear, accessible UI and validation for critical fields (e.g. company registration number, postcode, bank details).
Workflow and internal approvals:
Automatic routing of submitted applications to Credit Control for checks and setting credit terms.
Generation of the correct CSA pack (full CSA + T&Cs, or CSA form with online T&Cs link) plus DD mandate, ready for customer e‑signature.
Internal counter‑signature flow for Commercial/Legal, with status tracking from “Onboarding” to “Active” once fully signed and approved.
Automation, dashboards and reporting:
Configurable email reminders for incomplete forms and unsigned CSAs/DDs, including escalation options when SLAs are breached.
Internal dashboards for Sales, Credit Control, and Support to view onboarding pipelines, live status, bottlenecks, and overdue tasks.
Basic analytics and reporting on KPIs such as average onboarding duration, drop‑off points, and rate of returned/signed agreements.
Data, integrations, and compliance:
Capture all existing form data (company details, trading/registered addresses, VAT, contacts, services required, anticipated spend, agency flags, payment terms/methods, etc.) in a structured database.
Role-based access control and full audit trail of submissions, approvals, comments, and document versions for governance and compliance.
GDPR-compliant data handling, encryption in transit and at rest, and alignment with UK data standards.
Ability to integrate (via APIs) with our CRM (e.g. Salesforce), finance system (e.g. Sage), and internal platforms to avoid double entry and keep records in sync.
Administration and scalability:
Admin interface to manage and configure form fields, workflows, approval steps, email templates, and SLAs without requiring code changes for routine updates.
Scalable architecture and flexible design to support future onboarding volumes and potential internationalisation or additional product lines.
Deliverables:
Technical discovery and proposed architecture/tech stack.
Design and build of the onboarding portal (front-end and back-end).
Implementation of agreed integrations and e‑signature solution.
Reporting/dashboard setup for core onboarding KPIs.
Documentation, knowledge transfer, and admin training.
What we’re looking for:
Proven experience delivering secure B2B onboarding or workflow portals with multi-step forms, approvals, and e‑signatures.
Strong understanding of data security, GDPR, and role-based access models.
Experience integrating with CRM/finance systems and e‑signature platforms (e.g. DocuSign, Adobe Sign, etc.) is highly desirable.
UK-based, or very familiar with UK data protection and compliance requirements.
When responding, please include:
Examples/links to similar portals or workflow systems you have built.
Your proposed tech stack and approach for this project.
Estimated timeline and ballpark budget for an MVP aligned to the scope above.
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