When onboarding fails, business suffers. For Surety carriers investing in a new platform, a smooth transition isn’t just a nice-to-have—it’s mission-critical. While 70% of Tinubu’s recent customers have come to us after experiencing failed implementations with other providers, we have never failed to get a client live.
We don’t just deliver software—we deliver success. Our onboarding process for Tinubu Surety for Carriers (TSC) is built to ensure clients are up and running quickly, confidently, and with a system tailored to their specific needs. From data migration to user training, our expert team works side by side with customers to ensure nothing gets lost in translation—or transition.
“Our ability to bring businesses live after previous failed attempts is a real differentiator,” says Justine Dong, Director of Professional Services. “One of my main goals is to break the perception that onboarding has to be long and painful.”
With the right process and the right partner, onboarding isn’t a roadblock—it’s a launchpad. Here’s how we do it.
TSC Onboarding Process
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Phase
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Timeframe
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Milestones
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Planning and Requirements
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Weeks 1–5
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Finalize requirements, assign roles, plan data migration
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Development
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Weeks 6–9
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Configure platform, set up integrations, prepare environments
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Testing
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Weeks 10–12
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Validate performance, security, and user workflows
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Go-Live
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Weeks 13–15
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Deploy with full support, introduce Customer Success team
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Support (Hypercare)
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Weeks 16–18
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Monitor stability, address issues, transition to long-term support
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Phase 1: Planning and Requirements Gathering (Weeks 1–5)
During this initial phase, we work with customers to define the scope of data migration, “deciding what information and bonds will be brought over to the Tinubu platform,” says Data Specialist Gina Cervini. “Some carriers bring over all of their existing bonds, others might bring only the last 12-18 months’ worth,” she adds. Tinubu helps clients determine what will suit them best. We also identify which features they will require, taking into account compliance needs and integrations with external software and entities. “There are various integrations we offer as standard,” says Keith Katz, Tinubu Surety Head of Product. “There are also custom integrations we have done before and can do again for new clients.”
Project roles are also assigned. “The initial meetings will include carrier team members with various roles, to make sure everyone is on the same page,” says Cervini. “There will be senior stakeholders, members of the IT and security teams, and people who will be dealing with onboarding day to day.” Thereafter, a smaller team will work with Tinubu on onboarding until launch.
Phase 2: Development and Configuration (Weeks 6–9)
“The best projects are the ones that are collaborative,” says Cervini, and this phase of the onboarding process is a case in point. Here the focus shifts to technical preparation, as we work with our customer to “translate their needs and business use cases into a plan for setting up the platform for them,” says Dong. “We set environments, prepare the database and configure the platform, from APIs to security policies and data anonymization if needed. Every client has unique needs, and we enjoy helping figure out how to deliver tailored solutions for them.”
Phase 3: Testing and Validation (Weeks 10–12)
“Thorough system validation is important,” says Dong. “We work to ensure the platform functions correctly for the client, making sure the configurations work for them. We also vet the setups, identifying and addressing any potential challenges that may arise so they are dealt with before we launch. We test individual components and do security testing if needed.” Clients are fully engaged during testing, so they can be sure they are comfortable with the system and can address any concerns they may have.
Phase 4: Deployment and Go-Live (Weeks 13–15)
This is the moment everyone has been working towards. First we execute a pre-deployment checklist including final backups and stakeholder approvals. Then the platform is launched in the client environment, with full, hands-on support from the Tinubu team. “As part of the onboarding process, we introduce the Client Success Manager ahead of go-live, so they are up to speed and fully aware of what has been completed,” says Dong. “They are present throughout the launch activities so we can provide a seamless transition from onboarding to Hypercare, which is the support clients receive during and immediately after launch to ensure a stable transition.”
Phase 5: Post-Go-Live Support and Hypercare (Weeks 16–18)
In the weeks after launch, a dedicated team monitors performance and issues, and gathers feedback from end-users. High-priority issues are addressed immediately. When training sessions are completed and the client is comfortable, “they transition from Hypercare to Customer Success, which is the ongoing support they will receive forever at Tinubu,” says Dong. The Tinubu platform is intuitive and can be configured to the needs of individual customers, but support is always available whenever it may be needed.
At Tinubu we have numerous customers who have been with us for 15 years or more, through multiple renewals: successful onboarding is just the beginning of a long relationship. “We are deeply committed to the ongoing success of our clients,” says Dong. “Our ability to help businesses modernize and deliver on our promises is a key factor in our continued growth.” Tinubu’s mission is to help customers grow their Surety businesses, and when they succeed, so do we.
