Modular | Customer Journey Map
Last updated: Sep 28, 2026
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Modular | Customer Journey Map
Modular Solutions | Onboarding | Client Resource
Purpose
To set out the nine stages a client moves through with Modular Solutions, from first demo to go live, and what happens at each stage.
Overview
The customer journey runs in nine stages. Each stage has activities owned by Modular Solutions, by the client, or by both. The stages run in order, though requirements gathering and product build often overlap with onboarding.
The Nine Stages
| Stage | What happens |
|---|---|
| 1. Initiation and Demo | Initiation of the potential partnership and a demo of the platform and our vision. |
| 2. NDA and Discovery Process | Sign a mutual Non-Disclosure Agreement (NDA). Learn about your business and pain points. Discuss solutions to address your challenges. Provide targeted demos for your team. |
| 3. Contract and Deposit | The Modular Solutions team prepares the SaaS agreement, including price, scope and required developments. Both parties sign the agreement. The client makes the initial deposit. |
| 4. Project Kick-Off | Introduction of the project teams. Confirm scope, discuss constraints and agree on process and logistics. |
| 5. Onboarding | Collect basic information from the client. Set up a first environment that will look and feel like the client’s, with a sample product. |
| 6. Requirements Gathering and Product Build | The Modular Solutions team starts collecting requirements, builds the products and tests them. Where applicable, the data conversion team works with the product builder to map and convert legacy policies. The client tests the product build and signs off. |
| 7. Production Instance | Modular Solutions guides the client through setting up third party connections and contracts. The production environment is created and configured. |
| 8. Training | Modular Solutions arranges to train the staff or the trainers, as preferred by the client. |
| 9. Go Live | The client pays the remainder of the implementation fee. The data migration process is triggered. The client starts using the new platform. |
Journey Map
The nine-stage customer journey, from initiation and demo through to go live.
Status
| Article Status | Published |
| Audience | Partners and Clients |
| Owner | Partner Success, Modular Solutions |
| Last Reviewed | 28 September 2026 |
Version / Sprint Reference
| Area | Onboarding |
| Review Frequency | Quarterly, or when the onboarding process changes |
