The Company
Spruce Health is a healthcare technology company that provides a unified communication platform for care teams. Its software brings together text, phone, video, fax, and email, along with patient management tools that help teams track communication, stay current on patient information, analyze care activity, and connect with existing systems.
The Problem
Before Anvil, Spruce Health relied on outdated phone number transfer forms that were difficult for customers to complete and time-consuming for onboarding managers to process. These forms were required to move existing phone numbers into the Spruce Health platform, but they were often confusing, required supporting documents, and created a poor first experience for new customers.
Once documents were submitted, the process still required several manual steps. Onboarding managers had to enter information into internal tracking systems, manage the transfer process across team members, and manually download signature documents from email before uploading them to DocuSign and sending each request individually.
“Anvil helped us streamline new customer onboarding, saving us time and effort, all within a modern, web-based user interface.”
- Ari Steier, Customer Success
The Solution
Anvil helped Spruce Health replace that manual process with a single guided Workflow for phone number transfers. Onboarding managers now share one link, and customers are guided through a series of simple questions that capture the information and supporting documents needed to complete the required forms.
The workflow uses built-in logic to show only relevant questions, reducing confusion and helping customers complete forms more accurately. Once the flow is complete, customers are automatically routed for e-signature. A signed copy is then automatically emailed to the support team, and a task containing the relevant data is created in Spruce Health’s task management system.
The Result
With Anvil, Spruce Health created an onboarding experience that better matched the quality of its own product experience.
The new process reduced document-related operational overhead, shortened onboarding time, and made it easier for onboarding managers to support more customers with less manual work. That efficiency gain also helped the team deliver better service during a critical part of the customer relationship.
