Organisational Challenge

NovaPay has recently onboarded a growing cohort of enterprise customers onto its cloud-based purchase-to-pay platform. While customers generally find the platform's individual features intuitive, the Customer Success team has identified a recurring pattern: new users understand what each feature does but struggle to connect those features to the logic of the end-to-end P2P process. This disconnect creates friction during onboarding, increases reliance on support, and contributes to process errors that affect both the customer and their suppliers downstream.

Many new users bring process assumptions from previous ERP-based systems that do not map cleanly onto NovaPay's specific workflow. Without a clear bridge between prior process knowledge and platform-specific execution, customers experience avoidable delays, invoice mismatches, and approval bottlenecks — undermining confidence in the platform during the critical early weeks of adoption.

Project Artefacts