Company profile
| Company | Integrated Health Systems |
| Profile | Large MSP (10M+ ARR) |
| Volume | 200+ onboardings/mo |
| Stack | M365, AutoTask, Pax8 |
The challenge
The MSP had a standardized Microsoft 365 user onboarding process, but each client's workflow varied slightly. Onboarding required manual process and documentation — averaging 8 minutes of technician work per user. Across 200 users a month, that's 26+ hours.
Different naming conventions, permission sets, and configurations meant no single checklist worked everywhere. This variation introduced ongoing human error risk: wrong permissions, or incorrect settings that created security gaps and downstream support tickets.
The solution
One technician spent a total of 15 hours building a production-ready workflow that handles the variations and nuances of client onboarding. The finished workflow supports:
- AutoTask automatically triggers the workflow when a ticket enters a pre-defined queue
- Client-specific variations handled through prompt engineering in a single workflow
- Results written back to Autotask as ticket notes, and new contacts created automatically
- Multi-tenancy support, allowing a single workflow to run for different clients
Each workflow runs and completes within 1 minute of the ticket creation. Now human only needs to review the AutoTask ticket note, and validate that the user account is configured correctly.
The outcome
User onboarding ticket resolution time reduced from 8 minutes to 2 minutes of human verification. Across 200+ onboardings per month, IHS saves an estimated 20 hours/month — and when fully trusting AI, an estimated 25 hours/month.
“I spent less than 2 minutes [reviewing AI's work], and that would eventually not be required once we 'trust' the AI.”