A focused review of where UGS stands today and where the customer provisioning automation platform can take you.
1) Current Provisioning Process
2) Operational Inefficiencies & Risk
3) Automation Platform Benefits
4) Return on Investment
5) Similar Healthcare Platform Walkthrough
6) UGS Platform Preview
7) Next Steps
Current UGS Operations: Inefficiencies & Risk
Volume & Time Breakdown
Annual Labor Cost Estimate
$50,400 per year @ $20/hr
$75,600 per year@ $30/hr
UGS is currently completing approximately 35 customer builds per week, or roughly 140 builds per month.
Each build takes approximately 1–2 hours, with an estimated 1.5 hour average.
140 builds per month × 1.5 hours per build = 210 hours per month
210 hours per month × 12 months = 2,520 hours per year
Note: These figures do not include the additional cost of employee training, QA / management review, error correction / rework, or customer impact from provisioning mistakes.
Additional Operational Concerns
9 Months
Training currently takes approximately 9 months per employee.
Key-Person Risk
Too much critical process knowledge appears concentrated in Paul, which creates operational risk.
15–20% Error Rate
The current process has an estimated 15–20% error rate on builds, resulting in rework, wasted labor, avoidable customer issues, and install-day friction.
Benefits of Customer Provisioning Automation Platform
Full Automation
Fully automating customer provisioning - converting each onboarding from a 1–2 hour manual checklist into a quick staff review and approval process(~10–15 mins).
Fewer Errors
Reduce error rates from 15–20% down to 5% or less, significantly lowering rework and customer-impact issues.
Reduce Key-Person Risk
Reduce the operational risk of too much "tribal knowledge" living with Paul.
Faster Training
Shorten employee training time from ~9 months to 3 months or less.
Scale Without Headcount
Remove the onboarding bottleneck and enable UGS to scale faster without increasing headcount at the same rate.
Standardized & Auditable
Create a more standardized, auditable, and repeatable provisioning process.
Per new hire accelerated by ~6 months: $19,200 – $28,800 saved annually
Strategic Upside Beyond Direct Savings
Faster onboarding throughput
Lower dependency on key personnel
Reduced install-day surprises
Better internal consistency
Easier scalability as volume grows
Total Estimated Annual Savings: $67,080 - $108,180 per year
Walkthrough: Similar Healthcare Platform We Developed
Review of a comparable platform we built for another industry with similar requirements.
This healthcare platform demonstrates our proven approach to automating complex, multi-step provisioning workflows - directly applicable to this UGS use case.
Suggestions for Customer Provisioning Automation Platform
Front-End Process Capture
Standardized onboarding and call-flow forms
Structured inputs using drop-down selections, required fields, conditional logic, and validation rules
Platform Automation Workflow
Submission in Zoho triggers creation of a pre-filled provisioning platform entry
Staff review the pre-filled entry before final submission (~10–15 mins).
Once approved, submission triggers the backend provisioning workflows automatically
Platform Features
Dashboard visibility with statuses: Pending Review, Submitted, Error, Completed
Audit logging for accountability and traceability
User-based roles and permissions
SOPs and internal support documentation
Post-launch support for 6–8 months, followed by a break/fix support relationship
Customer Provisioning Platform Future State Objective
Capture
Customer data captured once in structured format.
Pre-fill
Submission auto pre-fills provisioning actions.
Review
Staff review and approve automation outputs.
Scale
Knowledge embedded; provisioning scales via UGS engine.
Knowledge becomes embedded in the platform instead of held by Paul and a small number of employees.
UGS gains a scalable provisioning engine that supports growth without adding proportional labor overhead.
Errors are surfaced earlier through validation and system logic.
Staff shift from "doing the build manually" to "reviewing and approving automation outputs."
That submission automatically pre-fills provisioning actions instead of requiring manual re-entry.
Customer data is captured once in a structured format.
Why This Matters Now
Expensive & Error-Prone
The current process is expensive, slow to train on, and highly error-prone.
Concentrated Knowledge
Operational knowledge is concentrated in too few people.
Real Financial Impact
The error rate (15-20%) is high enough to create real financial and customer experience impact.
Scaling Bottleneck
As UGS expands, the current workflow will become even more of a bottleneck.
Immediate + Long-Term Value
Automation platform offers both immediate efficiency gains and long-term strategic value.
Next Steps
Next Steps - Technology Assessment
Action Items
01
Complete a technology assessment to review automation feasibility and check for constraints.
02
Conduct an API review of the relevant systems/platforms.
03
Schedule a secondary call with Paul to review the process in more technical detail.
04
Complete detailed process mapping of the provisioning workflow.
05
Estimated timeline to complete the technology assessment: ~5 business days
06
Once the scope is clearly defined, we will deliver a formal proposal.
Technology Assessment Fee
$2,665
This fee will be credited toward the final development fee