An IT services provider where every signed agreement had to be retyped into billing and provisioning by hand
Built two connected automations: a service-agreement pipeline that reads a freshly signed agreement and routes its details straight into billing and provisioning with no second keying, and a shared inbound assistant that answers the routine client and end-user requests arriving across every managed account, around the clock, with a human able to step in any time.
A salesperson would meet a client, send an agreement to sign by email, get it back signed, and then the real work started. The signed document had to reach billing and provisioning, both teams needed a copy, and the same figures got read off the agreement and typed in again by hand. At a handful of deals a week it was fine. As volume climbed, that re-keying became the slowest part of bringing a client on, and every retype was a chance to get an amount or a term wrong.
At the same time, the firm hosted and managed a portfolio of client accounts, and every one of those accounts generated inbound requests by email and through web forms: status questions, change requests, the same handful of asks over and over. They all flowed through one shared queue, and a person answered each one. Routine questions sat in line behind real work, and the slow first reply was quietly costing conversions and goodwill across the whole book of clients.
We built the agreement pipeline first, because it was the clearest win. When a signed agreement comes back, it is read automatically: the client, the term, the figures, the line items. Those details flow straight into billing and into provisioning, and both teams get a clean, structured record instead of a PDF to retype. A person still validates before anything is final, but nobody re-enters the same numbers a second time.
Then we built a shared inbound assistant that sits across the managed accounts. It picks up the requests that arrive by email and web form, answers the routine ones immediately and in the firm's own voice, and books or routes the rest. Because it is software, it handles several conversations at once instead of one at a time, so a burst of requests no longer means a queue. Anyone on the team can take over a thread the moment judgment is needed, and the genuinely tricky requests are handed straight to a human.
Bringing on a new client stopped meaning a round of manual data entry. The signed agreement now lands in billing and provisioning as structured data, the back office spends about twelve fewer hours a week retyping and reconciling, and the figures match because they are read once instead of keyed twice.
On the inbound side, the routine requests across the whole portfolio get an answer in seconds rather than waiting in a queue, and the team's time goes to the requests that actually need a person. The slow first reply that used to cost conversions is gone, and the same headcount now covers a growing book of accounts.
“The bottleneck was never closing the deal. It was everything after the signature: the same numbers typed into billing, then typed into provisioning, then a copy to everyone. At the volume we do now, that was eating real time.”
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