All work
PB-02 · Support Desk
Fernhill
New customers live in a day instead of a week
B2B software · 80 people
Fernhill’s onboarding team set up every new account by hand after a kickoff call. An onboarding agent now collects the details, configures the workspace and books the training.
1 day
to go live · was 6
−70%
onboarding tickets
+18
points of NPS
Spec sheet
Client
Fernhill
Industry
B2B software · 80 people
Unit
PB-02 · Support Desk
Wired into
HubSpot, Intercom, Notion, Slack, product API
Live in
5 weeks
Year
2026
The problem
When a deal closed, Fernhill’s onboarding team ran a kickoff call, wrote everything down and then spent days configuring the customer’s workspace by hand: users, permissions, integrations and templates. New customers waited a week to use what they had just bought.
What we wired
A trigger on closed deals in HubSpot that starts a short onboarding conversation in Intercom.
Workspace setup through Fernhill’s own product API, using the answers from that conversation.
Training sessions booked automatically, with a summary for the customer success manager in Notion.
What changed
Most customers are live the day after they sign. Onboarding tickets are down by 70%, and Fernhill’s NPS for new accounts rose 18 points in two quarters.
Transcript · client
2026
Our onboarding team went from data entry to the conversations that keep customers for years.
Amara Osei
VP Customer, Fernhill
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