How Varicon extended one-to-one, personalized onboarding to 70% of its user base
Varicon's lean 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
70%
of users had no direct line to support, before Quarterzip
81%
of onboarding & support handled by the agent
72%
of conversations surface product insights or bugs that are fed back to the product team
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The Challenge
Varicon is construction ERP software for civil contractors — around 200 customers and more than 5,000 users, typically businesses of 10 to 100 employees each. A lean 8-person team covers onboarding, customer success, and account management across all of them.
Roughly 70% of Varicon's users had no direct line to Varicon's support team at all.Without an administrator in the room, users were getting product guidance secondhand — or not getting it at all.Onboarding wasn't landing for every user, just the ones who happened to be in a training session.
The Solution
Quarterzip's AI agent joins users in 1:1 voice and video calls, viewing their screen and drawing on a deep working knowledge of Varicon's software to give real-time, hands-on guidance — the equivalent of a dedicated support rep for every user, not just the ones an administrator brings into a training session.
What sold Varicon's founder, James, early on was one idea:"a customer support person that is living in our customer's computer."New Varicon customers now meet the agent as part of onboarding itself, and it's become the first channel any user reaches for — administrator and everyday user alike.
The Rollout
23 of Varicon's roughly 200 customers are onboarding with Quarterzip today, meeting the agent from their very first session. It's already sustained, repeat usage rather than a one-off — 440+ conversations and counting, with customers averaging 3.5 to 4 hours of engagement each. People come back because the answer is instant, not a ticket sitting in a queue.
Every one of those conversations is also transcribed and summarized back to Varicon's product team — a view into user friction that never existed with human-only support. As the rollout reaches Varicon's full customer base, the goal is to grow from 82 hours to a 200-hour-a-month target, without adding to the support team.
The Impact
Varicon's 8-person team no longer has to choose between reaching every user and staying lean. The vast majority of simple, repetitive questions are now resolved by the agent before they ever reach a human — freeing the team for the complex problems only a person can solve. Next, Varicon wants Quarterzip integrating more deeply into the rest of its stack, so friction the agent surfaces in conversation feeds straight back into the product roadmap.