Client Success Case Study – Open Arms Solutions

Cut Onboarding Time by 35% and Save $67K Annually in 90 Days—Without Disrupting Daily Operations

Discover how Open Arms Solutions boosted employee retention by 14% and unlocked team-wide confidence—transforming scattered, inconsistent processes into a digital knowledge base that scales seamlessly.

2️⃣ Client Introduction & Situation

About Open Arms Solutions:
Open Arms Solutions is a private duty home care company with ~30 office staff and over 200 active caregivers. They’re committed to providing exceptional care and service while ensuring their growing team is supported by reliable processes and documentation.

Challenge Faced:
The company struggled with an imbalance in documentation—some departments had overwhelming “novels,” while others had virtually nothing documented. Critical knowledge was trapped in people’s heads or scattered across disparate systems, making onboarding and cross-training chaotic and inconsistent.

Why It Mattered:
This confusion and inefficiency created constant frustration and uncertainty for the team, leading to long ramp-up times for new hires and persistent leadership stress. Most importantly, it put their key employee retention metric at risk—leaving the business on the brink of a revolving door that could undermine their growth and stability.

Needed Solution:
Open Arms Solutions urgently needed a structured, proven system to align their team, centralize knowledge, and finally break free from the constant cycle of confusion and turnover.

3️⃣ Previous Solution Attempts

Previous Approaches:

• OneDrive Folder Structure: Open Arms Solutions initially relied on a shared OneDrive folder structure, assuming it would be sufficient for documentation.
  

• Fragmented Ad Hoc Efforts: Individual team members created their own folders independently and didn’t communicate updates or locations, leading to disconnected and inconsistent documentation.
  

Costs & Consequences:
This approach created confusion and inefficiency as information became increasingly scattered and harder to find. Staff wasted valuable time searching for answers—aligned with McKinsey’s study that employees spend 22% of their day (about 1.8 hours in an 8-hour day) just looking for information.

Why This Matters:
Unlike those fragmented efforts, BuildTheProcess provided a structured, centralized approach to extract company knowledge—finally aligning everyone within a cohesive knowledge base solution that eliminated guesswork and put crucial information in one trusted, searchable location.

4️⃣ Discovery & Decision Point

The Moment of Discovery:
Open Arms Solutions discovered BuildTheProcess through a trusted referral from their professional network—a recommendation that carried immediate credibility.

Client’s Key Realization:
For three years, documenting and aligning their core processes had been a goal, but they’d never found a way to do it across the entire organization. When they met BuildTheProcess, they realized this wasn’t just another project—it was finally a structured, proven path to clarity and alignment.

Initial Hesitations:
They worried about the time commitment—could their team stay on track with milestones and deadlines while still handling daily work?

Why They Chose BuildTheProcess:
The BuildTheProcess team’s organization and confidence quickly erased those doubts. Their structured approach and clear planning process made it feel not only possible, but truly the right time and partner to turn their vision of a unified, documented company knowledge base into a reality.

5️⃣ Implementation Process

Implementation Overview (Step-by-Step):

• Step 1: Preparation
  The engagement kicked off with discovery, information gathering, and project setup—ensuring clarity around core processes and project expectations.
  

• Step 2: Documentation
  Live working sessions with BuildTheProcess captured tribal knowledge and built visual process maps. This phase also included the buildout of a centralized knowledge base—transforming messy, scattered information into a cohesive, visual resource.
  

• Step 3: Implementation
  The new digital knowledge base was integrated into daily operations—equipped with team resources, clear guidance on usage, and ongoing support to maintain and update it as needed.

Challenges & How They Were Overcome:
The biggest challenge was simply getting the ball rolling—many clients fear the project will be too massive to tackle. Open Arms Solutions overcame this by fully committing to the process, providing BuildTheProcess with their existing documentation and a clear list of core processes. By trusting the team’s proven approach—and resisting the urge to over-control the process—they were able to get momentum quickly.

Tools & Platforms:
The final knowledge base was built in Coda.io, using BuildTheProcess’s proprietary structure that’s purpose-built for entrepreneurial companies—ensuring all answers live in one trusted, searchable location. You can explore a sample knowledge base here: Sample Company Knowledge Base.

6️⃣ Results & Transformation

Timeline to Results:
These measurable improvements began to show during the 90-day DocuLaunch engagement.

Additional Benefits:
Beyond the clear financial and operational gains, Open Arms Solutions experienced a significant morale boost—employees felt more satisfied and confident, and leadership finally had peace of mind knowing they could confidently scale, staff shifts reliably, and rely on team consistency.

7️⃣ Addressing Objections

Common Objection:
“We were concerned about the time investment and whether our team could realistically stay on track while managing daily responsibilities.”

Our Response (Asset & Advantage):
BuildTheProcess’s biggest asset is their proven system: a 26-point onboarding checklist, a transparent project management tool shared with clients, and a detailed, structured process honed through repeated success. The advantage? This structure eliminates uncertainty—giving clients confidence that milestones will be hit and the project will move smoothly without overwhelming their team.

Proof or Evidence:
They provided references to past clients—including companies in the same industry—alongside access to a sample knowledge base and a clear walk-through of their process. This removed doubts and built trust in their experience and precision.

Advice for Others:
The client’s advice is clear: work only with a partner who has a real framework and system in place. Don’t settle for freelancers who add more friction and confusion. BuildTheProcess brings a premium experience—making it easy to extract knowledge and build a knowledge base that actually makes your life easier, not harder.

8️⃣ Lessons Learned & Best Practices

Promise:
Open Arms Solutions learned firsthand that documenting processes doesn’t have to be an overwhelming, endless project. With a clear system and committed partnership, it’s achievable—and the benefits ripple out across the entire team.

Proof:
They discovered that trusting the proven framework, rather than trying to over-control every detail, was key. BuildTheProcess’s structured approach, collaborative live working sessions, and visual mapping tools made it easier than they imagined—transforming tribal knowledge into a centralized, visual, and continuously updated knowledge base.

Proposal:
For other businesses, the takeaway is clear: provide your existing documentation and core processes upfront, and fully commit to a proven system. Don’t get bogged down by perfectionism—trust that a structured approach will get your team aligned and your knowledge base built, faster than you think.

9️⃣ Client Testimonial

“BuildTheProcess took what felt like an impossible project and made it not only achievable but genuinely transformative. Their team gave us clarity, consistency, and a foundation we can grow on — I could not be happier with the experience.”
— Rachel Harris, Director of Operations, Open Arms Solutions

🔟 Implementation Guide & Next Steps

Educate:
Documenting and aligning processes doesn’t have to be a daunting task. Start by identifying your core processes and gathering any existing documentation—no matter how scattered it may be.

Empower:
Align your leadership team and commit to a structured, proven framework like DocuLaunch. Engage your team in collaborative working sessions to refine and build your knowledge base visually and centrally—making it a dynamic tool for everyone.

Encourage:
Don’t try to piece it together alone—trust a partner who has a clear system and a track record of success. Want to see how BuildTheProcess can help you achieve operational clarity and confidence to scale? Book a consultation today or explore our sample knowledge base here!

1️⃣1️⃣ Related Case Studies

Interested in seeing more transformations?
We’ve helped numerous organizations across various industries achieve operational clarity and confidence to scale—just like Open Arms Solutions. You can explore more success stories and client transformations on our website at www.buildtheprocess.io.

1️⃣2️⃣ About the Solution Provider

BuildTheProcess is a white-glove knowledge extraction and process documentation partner for growing businesses that are ready to scale without chaos. They specialize in turning messy, tribal knowledge into visual, searchable company knowledge bases—unlocking faster onboarding, reduced chaos, and confident scaling.

Their flagship DocuLaunch framework delivers operational clarity and systemization in just 90 days. This includes collaborative, live working sessions, proprietary 26-point onboarding checklists, and AI-enabled tools that streamline knowledge retrieval and supercharge your team’s productivity.

With deep experience helping teams in the home care industry and beyond, BuildTheProcess believes that documenting your processes shouldn’t take a year—it should take 90 days. Most teams don’t need more time; they need a better framework and structured facilitation to move from chaos to clarity.

Learn more and see how they can help at:
🌐 www.buildtheprocess.io