How to Achieve 99,9% Onboarding eNPS in Tech Company? [Railsware Case Study]💡

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"New hires are left feeling lost and unsupported without a standardized onboarding process, which increases turnover rate not only in the first 90 days but also significantly throughout the first year. It’s a bad first impression we can’t afford to make. And don’t forget, a lack of compliance in onboarding exposes unnecessary risks, both legal and financial" - Olia Ududiak, Head of People Team at Railsware.

In this case study, we explore how Railsware optimized the onboarding process using Smart Templates and Smart Checklist for Jira. 

👥 Team: Human Resources Professional, Talent Acquisition Professional

Problem

Without a streamlined process, the HR department manages extensive administrative tasks manually, coordinating with IT, Security, Legal, Finance, and other teams involved in onboarding. Additionally, the process of updating and optimizing the workflow is manual and prone to human error. This burden can lead to high turnover rates, low eNPS, and delayed positive impact from new hires, ultimately weakening the company’s ability to scale, maintain a strong culture, and build high-performing teams. 

Main Challenges

• Difficulty in coordinating between different departments (Legal, Finance, Security, etc.) and ensuring each team involved knows their tasks and deadlines
• Onboarding Coordinators are unsure about necessary steps, confusing both themselves and the newcomer
• Lack of a single, unified place where the process is documented and easily accessible
• New hires feel lost without clear instructions, leading to confusion and high turnover
• Achieving and maintaining high eNPS and Onboarding Completion rates

⚙️ Solution

Document and standardize the onboarding process across the entire company using Smart Tools for Jira.



🏢 Company: Railsware, IT Services and Consulting,  >200 talents

The introduction of Smart Templates for Jira transformed the pre-onboarding process into a well-structured and efficient workflow. Once a new hire accepts the offer, a responsible recruiter creates a list of tasks from the internal onboarding template. This includes tasks for the People, Legal, Finance, Procurement, Security, and Operations teams. All responsible team members are assigned automatically, provided with the necessary documentation and links in description, and step-by-step instructions.

The implementation of different types of variables helps keep one template applicable to all onboarding processes at Railsware. 



Since the onboarding process is unified for all positions and locations, irrelevant steps (e.g., access to the office for remote employees) are moved to “Skipped” status. Each issue includes a Smart Checklist template, breaking down tasks for each team into simple, actionable items. Crucial checklist items are marked as mandatory, and the Smart Checklist Mandatory Items Validator setup in Jira automations ensures that a task cannot be moved to “Done” status unless all the mandatory items are completed. This helps maintain compliance with company policies and security standards, while eliminating human error.

With well-structured hierarchy and automated Slack notifications, all pre-onboarding tasks are completed before the new hire’s first day, ensuring all accesses, documents, and meetings are set up.

Provide clear onboarding scope and guidance with Smart Checklist ☑️

Every new hire’s onboarding starts with a single Jira issue that includes a Smart Checklist template outlining tasks for the trial period, along with links to onboarding materials.

Coordinators have their own checklist template, helping to guide the new hire through their department’s specific onboarding tasks. 

If the newcomer successfully completes the trial period, automation based on issue status triggers the creation of the “Individual Development Process Launch” template, making it easy for HR to manage the transition.

Following the codifying methodology by TitanApps, the onboarding workflow is reviewed and optimized annually through interviewing each involved team. The Smart Template functionality allows all process changes to be reflected in the template, eliminating the need to notify and guide each team member manually.

⭐️ Result

"Thanks to Smart Tools, our onboarding eNPS has reached an outstanding 100%, and our company-wide Experience Survey reveals that new hires rate their productivity and development at an impressive 91%. These results are remarkable, especially for the trial phase" - Olia Ududiak, Head of People Team at Railsware. 

This case study was initially posted in TitanApps blog.

💡 Learn more about Smart Templates 
💡 Learn more about Smart Checklist