Sixteen of sixteen accounts, and the welcome sequence never ran
Sixteen new customers looked unengaged, and the easy story was motivation. People drift, people stall. The easy story requires nothing of the business, which is exactly why it should be checked first.
I opened all sixteen accounts one at a time. Not one of them had received the welcome experience the automation was supposed to deliver. Sixteen of sixteen. The customers were not disengaged from the program. The program had never introduced itself.
The team had suspected onboarding for months and had been right the whole time. The suspicion just had no mechanism attached to it.
A suspicion with no mechanism is a mood. Opening sixteen accounts turned it into a finding, a cause, and a fallback that does not depend on the automation that failed.
Appointments down and nobody can say why? That is the thing I do.