How a SaaS team automated customer onboarding with AutomationMart

The Customer

A SaaS company where every new customer kicked off a manual onboarding checklist — provisioning, welcome emails, kickoff scheduling — run by hand by a small CS team.

The Challenge

Onboarding quality depended on who was on duty. Steps got skipped, welcome sequences went out late, and incoming support tickets piled into one queue with no triage, so urgent issues waited behind trivial ones. The cause was that two repeatable, rules-based processes — onboarding and triage — were being run on human memory.

The Solution

AutomationMart deployed two connected workflows: an onboarding automation that fires the full sequence the moment a deal closes, and a ticket-triage automation that categorizes and routes incoming requests on arrival.

Under the Hood

Onboarding template triggered by CRM "closed-won" → provisioning, templated welcome sequence, and kickoff scheduling via calendar connector → triage template classifies inbound tickets by keyword/priority and routes to the right queue with SLA tagging. Connectors to the CRM, help desk, email, and calendar; configured, not coded.

Results

By automating two rules-based processes, every customer now gets the same complete onboarding and every ticket is triaged on arrival — making the experience consistent regardless of who’s working and letting CS focus on the issues that actually need a human.

"Onboarding runs itself the second a deal closes, and tickets show up already sorted. Nothing falls through anymore."
— CS Lead, anonymized SaaS company

Make onboarding and triage run themselves → automate them with AutomationMart.