Context & Challenge:

‍Raj leads IT onboarding at a managed services provider that helps mid-sized businesses modernize their operations with cloud infrastructure and cybersecurity solutions. As client demand grew, Raj’s team struggled with scaling onboarding efficiently. Setting up new clients required provisioning software tools, managing credentials, conducting infrastructure audits, and training end users—all of which were handled through email threads, disconnected documents, and reactive troubleshooting. The lack of automation and centralized workflows led to repeated errors, delayed go-lives, and overwhelmed support staff.

Key pain points included:

Manual Processes: Onboarding tasks were managed via fragmented tools like email and spreadsheets, leading to missed details, version control issues, and a higher risk of errors or miscommunication during setup.

Technical Complexity: Clients frequently misunderstood or overlooked detailed technical steps, such as software installations or network configurations, which caused avoidable errors and delayed the onboarding timeline.

High Support Volume: The support team was inundated with repetitive tickets related to common setup issues, such as password resets, account permissions, and basic software installations, consuming valuable time that could have been spent on higher-level technical support.

Delayed Go-Live: Gaps in the onboarding workflow, such as missed setup steps, unsubmitted credentials, or delayed approvals, prolonged deployment timelines, and prevented clients from going live on schedule.
‍

Step-by-Step Modules: Each client progressed through clearly defined onboarding modules, including infrastructure audits, account provisioning, system configuration, and compliance verification, ensuring no critical steps were missed and setup was completed efficiently.

AI-Driven Guidance: Wizly’s assistant helped clients navigate technical onboarding and beyond—answering setup questions like "How do I configure my SSO?" as well as supporting broader use cases such as creating customized onboarding documentation, analyzing market trends, generating quick-turn social media content, and synthesizing client-specific reports based on onboarding data.

Integrated Progress Tracking: Dashboards tracked onboarding status in real time, highlighting incomplete modules, triggering timely reminders, and providing visibility into how clients engaged with content creation, market trend analysis, report building, or social media guidance within the AI-powered Collections.

Centralized Resource Hub: Clients accessed all onboarding tools, instructional guides, AI-generated content templates, and reporting resources from a single unified portal—simplifying navigation, reducing confusion, and enabling faster execution across both setup and strategic tasks like social content generation, market analysis, and trend-based planning.
‍

Outcomes & Business Impact:

1. Average Setup Time: Reduced from 4 weeks to 2 weeks—a 50% acceleration that enabled earlier service delivery, reduced onboarding overhead, and improved client satisfaction through faster deployment cycles.

2. Support Tickets During Onboarding: Dropped by 50%—as AI took over routine setup guidance, resolved configuration questions, and helped clients generate content or documentation, significantly reducing the burden on support engineers.

3. Client Satisfaction Score: Rose from 75% to 91%—reflecting smoother onboarding experiences, quicker resolutions, and added AI-driven value through content generation and strategic support.

4. Onboarding Completion Rate: Rose from 80% to 97%—a 17-point jump driven by AI-assisted workflows, structured task modules, and real-time content generation tools that kept clients engaged and moving forward without manual intervention.

5. Time to Service Activation: Reduced from 5 weeks to 3 weeks—a 40% improvement driven by AI-supported checklists, proactive content generation, and real-time client engagement that accelerated the path to go-live.
‍