Every new county brought its own paperwork
The company's platform runs case records, therapy visits, billing and compliance for government agencies and nonprofits across counties and states. Winning another county meant taking on its forms, its checklists and its way of working.
The software was built to handle those differences. The people had to configure them by hand. Hundreds of PDF forms became individual fields, validation rules and conditional branches, one at a time. Checklists were built separately, after that. A new contract typically meant six to seven months of onboarding, which delayed the customer's start, deferred the revenue and tied up the people needed for the next implementation.