How Varicon extended one-to-one, personalized onboarding to its entire user base
Varicon's team couldn't keep pace with onboarding their fast-growing user base, leaving 70% of users without any meaningful guidance. Quarterzip's voice-and-screen-share AI agent closed that gap, turning quiet churn risk into 440+ successful onboarding sessions and counting.
440+
successful onboarding sessions with Varicon's Quarterzip agent
82+ hours
of onboarding and support handled without the team's involvement
51%
of users choose to come back to the agent for further product guidance
The Challenge
Varicon is a construction ERP software for civil contractors with around 200 customers and more than 5,000 users. An 8-person team covers onboarding, customer success, and account management for all of them.
As Varicon's customer base grew, that lean model ran into a wall: roughly 70% of Varicon's users had no direct line to their team, a blind spot that inevitably leads to poor activation and quiet churn. They needed every user to complete onboarding, not just the ones who happened to be in the room for a training session.
"Our customers are particularly challenging to onboard: they have a lot of frontline workers who we never actually have direct access to." - James Baker, CEO & Co-founder
The Solution
Varicon adopted Quarterzip to close that gap.
Quarterzip's AI agent speaks with users over live, voice-enabled screen-share calls and sees exactly what they are doing, listens to what they need help with, and converses with them over audio to guide them in real time, just like a member of the Varicon team would.
Because their Quarterzip agent is available any time and understands the unique use cases and challenges of each individual end user, Varicon can now onboard and guide every user one-to-one without having to grow their intentionally lean team. New Varicon users now meet the agent as part of account setup, and it has become the first channel they reach for when they need product guidance.
Getting started with Quarterzip took the Varicon team next-to-no time at all, and the payoff goes far beyond the time invested in getting their agent up to speed. According to Varicon’s CEO, James Baker, an hour of training a Quarterzip agent saves them “a hundred, maybe two hundred, hours" down the line.
"An hour of training a Quarterzip agent saves a hundred -- maybe two hundred -- hours."
The Results
The vast majority of simple, repetitive questions throughout the onboarding process and beyond are now resolved by the agent before they ever reach a human, freeing Varicon's small team for the higher-value, more complex problems only a person can solve.
And the metrics prove that their users are reaching for Quarterzip again and again, with 51% of users returning to speak with the agent for additional product guidance.
"The people that have been using the agent, they're realising 'there's so much value here' and so they're going back, and back. So we now don't need to scale our team when scaling our customer accounts." — James, Founder & CEO, Varicon
But Quarterzip isn't just impacting onboarding.
It's also having a material impact on Varicon's product roadmap by providing unprecedented insight into where users get stuck and where they need additional functionality.
Each one of the 440+ onboarding conversations with the agent becomes a data point the team can act on – transcribed, summarized, and fed straight into product decisions – something that never existed before.
This aggregate view is already solving what James calls the 'squeaky wheel problem'.
Instead of prioritizing new features for whichever customer complains loudest, Varicon can see which issues are genuinely widespread across its base, and is adjusting its product roadmap accordingly, as well as feeding that context back into the agent so future users get faster answers.
"The people that have been using the agent, they're realising 'there's so much value here' and so they're going back, and back. So we now don't need to scale our team when scaling our customer accounts."
What's Next
Varicon's goal is for their Quarterzip agent to handle even more interactions with their users: the target is to have that reach 200+ hours a month in the near future.
In addition to that, the Varicon team is working towards deepening how Quarterzip interacts with the rest of their technology stack to become a core piece of their customer-facing tooling:
"Having Quarterzip integrate more and more into the ecosystem of tools that we're using to run our entire business is going to be hugely valuable for us." — James, Founder & CEO, Varicon
