UGS AI Onboarding Agent & Automation System - Proposal

Prepared for: Unified Global Solutions (UGS)

Prepared by: Automate Your Biz (AYB AI)

Date: 6/26/26

Executive Summary

Custom-Development of the UGS AI Onboarding Agent & Automation System to automate the new-customer onboarding process currently completed manually by UGS Project Managers.

Today, PMs are responsible for converting the lead, validating sales handoff details, creating/linking the opportunity, asking all onboarding sheet questions, scheduling install timing, deciding or scheduling the call-flow step, submitting the onboarding PDF, and completing Zoho cleanup afterward.

This process currently takes approximately 30–60 minutes of PM time per completed onboarding, with UGS handling approximately 200–250 onboarding's per month.

The AI Onboarding Agent & Automation System will replace 100% of this manual workflow by collecting the required information, creating/updating the correct Zoho records, completing the onboarding sheet, generating a filled-out PDF, attaching it to the opportunity, and triggering the next operational step.

Return On Investment
Current manual onboarding workload:
  • 200–250 onboarding's per month.
  • 25–60 minutes of total PM time per completed onboarding.
  • 83.3–250 hours of total PM time per month.
  • 1,000–3,000 hours of total PM time per year.
  • PM cost: $25/hour.
Current annual cost:
  • $25,000–$75,000 per year in manual PM onboarding labour.
Automation ROI:
  • 100% reduction in manual PM workload for completing onboarding.
  • $25,000–$75,000 in annual operational savings.
  • PMs freed from repetitive admin and data collection.
  • Better customer experience through a consistent, structured onboarding call.
  • Cleaner Zoho records, fewer missing fields, and faster handoff to provisioning.
  • Install scheduling discipline and cleaner Zoho records.
1) Goals & Current Context
Your goals from discovery:
  • Lower operational costs without reducing customer experience.
  • Remove the repetitive onboarding workload from PMs.
  • Make the onboarding process more consistent and scalable.
  • Reduce manual Zoho data entry and cleanup.
  • Ensure onboarding PDFs are completed accurately and attached to the right opportunity.
  • Capture install scheduling details earlier and more consistently.
  • Complete the call-flow process immediately or schedule it for a later date before install.
Today:
  • Onboarding is completed manually by PMs.
  • The process starts from a lead, not always an already-created opportunity.
  • PMs validate lead/customer details, convert the lead, create/link the opportunity, and collect onboarding details.
  • PMs submit the onboarding sheet so it attaches to the opportunity.
  • PMs then manage the next step: either complete call flow now or chase/schedule it ahead of install.
  • This creates 100–250 hours of manual PM work per month.
2) The Current Manual Process

PMs currently complete multiple manual tasks per onboarding, including:

  • Converting the lead.
  • Validating sales handoff details.
  • Creating or linking the correct Zoho opportunity.
  • Confirming lead/customer details.
  • Reviewing sales handoff information.
  • Asking the onboarding sheet questions.
  • Capturing phone, fax, messaging, internet, IT, and installation details.
  • Scheduling the desired install date and time.
  • Deciding whether the customer should complete call-flow questions now or later.
  • Schedule the call-flow step or set reminder to chase for call-flow before install.
  • Submitting the onboarding PDF.
  • Attaching/confirming the PDF on the Zoho opportunity.
  • Completing Zoho notes, activities, and cleanup afterward.
Why this is expensive:
  • 200–250 onboarding's per month.
  • 30–60 minutes per onboarding.
  • 100–250 hours per month.
  • $2,500–$6,250 per month at $25/hour.
  • $30,000–$75,000 per year.
Why this creates operational risk:
  • PM time is spent on repetitive admin instead of higher-value work.
  • Customer details can be missed or entered inconsistently.
  • Install dates can be scheduled without enough capacity/conflict visibility.
  • Call-flow follow-up becomes manual chasing if not completed on the first call.
  • Zoho cleanup increases the chance of human error.
3) Scope of Work
  • AI voice agent for customer onboarding calls.
  • Zoho lead lookup using agreed identifiers such as lead ID, phone number, or email.
  • Validation of customer name, business name, address, and other contact details.
  • Sales handoff validation questions.
  • Zoho lead conversion / opportunity creation support.
  • Onboarding sheet question capture.
  • Desired install date/time capture.
  • Install calendar conflict/capacity check logic (scheduled around 12–17 days out).
  • Call-flow decision logic: Complete call flow now if the customer agrees. Schedule a future call-flow call if the customer declines or is tight for time.
  • PDF generation using the UGS onboarding sheet format.
  • PDF attachment to the Zoho opportunity.
  • Zoho notes/activity updates and cleanup.
  • Reporting on completed, incomplete, and exception cases.
  • Full provisioning build automation.
  • NetSapiens provisioning.
  • Manual lease-product decisions that require UGS internal review.
  • Non-English onboarding flows.
4) Solution Design
Inbound onboarding calls when a new customer is ready for onboarding.
AI Core:
Voice-enabled AI onboarding agent.
Structured conversation flow based on UGS's onboarding process.
Field validation and confirmation before submission.
Conditional branching based on service type, fax needs, internet needs, messaging, WAP/P2P, toll-free numbers, and installation requirements.
Ability to handle clarifying questions and repeat back important answers.
5) Zoho Workflow & Automation

The automation system will support the Zoho workflow around onboarding.

Zoho steps may include:
  • Locate the correct lead using lead ID, email, phone number, or other agreed identifier.
  • Confirm customer/business details.
  • Validate sales handoff details.
  • Create/link the correct opportunity.
  • Set or validate: Sales manager. Closing date. Deal type. Service type: hosted phones, lines/gateway, or internet-only. Managed service fee. Texting charges. E-fax details. Backup cellular. Fire alarm cost. Buyout cost. Contract term.
  • Attach the completed onboarding PDF under opportunity attachments.
  • Update notes and activity history.
  • Flag incomplete or exception cases for review.
6) Onboarding Questions & Data Capture

The AI agent will ask and record all relevant questions from the UGS Onboarding Sheet, including:

Business & Contact Confirmation
  • Confirm business name.
  • Confirm business address.
  • Confirm customer email and correct it in Zoho if needed.
  • Confirm preferred cell phone number for urgent questions.
Numbers, Fax & Caller ID
  • Confirm main phone number(s).
  • Confirm fax number(s).
  • Confirm all numbers are included on the port/LOA where required.
  • Confirm current desk phone brand.
  • Confirm whether any numbers have text messaging tied to them.
  • If yes, identify the extension/staff member who answers and sends texts.
  • List messaging number(s) and associated extension(s).
  • Confirm fax service type.
  • Capture E-fax delivery email(s).
  • Capture number of fax machines.
  • Capture weekly fax volume.
  • Capture average pages per fax.
  • Confirm toll-free numbers that need to be ported.
  • Confirm desired outbound Caller ID / CNAM.
Site & System Requirements
  • Confirm whether phones are used to issue pages over overhead speakers.
  • Confirm whether WAPs and/or P2P units were sold.
  • Confirm whether any phones need to be wall-mounted and how many.
  • Confirm whether multiple businesses operate in the same office.
  • Confirm whether any systems are on site: Security alarm. Fire alarm. Credit card machine. Elevator. Other.
  • Capture phone numbers associated with these systems.
Internet & IT
  • Confirm whether the customer is getting new internet.
  • Confirm whether they are keeping existing internet.
  • Capture internet speed test results.
  • Confirm whether the speed test was Wi-Fi or hardwired.
  • Confirm whether wired internet drops exist everywhere phones are being placed.
  • If not, confirm whether phones need Wi-Fi.
  • Confirm whether Wi-Fi coverage is strong where wireless phones will be placed.
  • Ask whether they have an IT person/company.
  • Capture IT contact details if applicable.
Operational & Installation Details
  • Confirm hours of operation.
  • Confirm dates/times that do not work for onsite installation.
  • Explain FCC 10-digit dialing requirements.
  • Confirm whether the customer was informed or requests 7-digit dialing.
  • Capture anything additional discussed with the salesperson about implementation, features, functionality, or physical installation.
7) Install Scheduling & Call-Flow Decision Logic

At the end of onboarding, the AI will capture the desired install date and time (scheduled around 12–17 days out).

Call-flow decision logic:

After onboarding is completed, the AI asks whether the customer wants to complete the call-flow questions now.

If yes:
  • Transfer to the correct call-flow agent.
  • Use service type (Gateway/Lines or Hosted Phones) to determine which agent to transfer to.
If no:
  • Ask for the best date/time to complete the call-flow call.
  • Book a future call-flow appointment for the new customer.
  • Send email reminders before the scheduled call.
  • If the customer does not answer, trigger follow-up reminders and rescheduling.
  • If call-flow remains incomplete 7 days before install, notify Matt/UGS.
Install scheduling logic:

  • Ask the customer for desired install timing (scheduled around 12–17 days out).

  • Check the install calendar conflict/capacity rules.

  • Avoid overloading the install team.

  • Use the current target of approximately 6 installs per day as a capacity reference.

  • Handle holidays or blocked days using agreed placeholder/calendar logic.

  • Create the Zoho calendar entry or required activity when supported.


8) Implementation Plan & Timeline
1
Phase 1 - Kickoff & Workflow Confirmation
  • Confirm Zoho fields and provide required Zoho/API access.
  • Confirm sales handoff questions.
  • Confirm lead/opportunity conversion rules.
  • Confirm PDF template.
  • Confirm install calendar rules/logic.
2
Phase 2 - Agent Build & Onboarding Flow
  • Build onboarding voice agent.
  • Build structured onboarding question flow.
  • Configure answer validation and confirmation.
  • Configure exception handling for missing answers.
3
Phase 3 - Zoho + PDF Automation
  • Build Zoho lookup, update, and attachment workflows.
  • Build automated onboarding PDF generation.
  • Build notes/activity cleanup automation.
  • Test lead-to-opportunity mapping and attachment behavior.
4
Phase 4 - Install Scheduling + Call-Flow Handoff
  • Build desired install date/time collection.
  • Add calendar capacity rules.
  • Add call-flow-now vs call-flow-later logic.
  • Configure reminders for scheduled call-flow calls.
5
Phase 5 - UAT & Internal Testing
  • UGS tests internally using sample leads.
  • Validate PDF output, Zoho updates, attachments, and scheduling.
  • Tune wording and edge-case handling.
6
Phase 6 - Go Live & 6 Month Optimization
  • Launch into production.
  • Manually review calls every day.
  • Review incomplete/exception cases.
  • Refine prompts, field validation, Zoho updates, and scheduling logic.
  • Regular performance optimization and support for 6 months post go-live.
9) Deliverables

Fully developed UGS AI Onboarding Agent.

Automated onboarding workflow mapped to UGS's existing PM process.

Zoho lead/opportunity lookup and update automation.

Sales handoff validation flow.

Structured onboarding question flow.

Completed onboarding PDF generation.

PDF attachment to Zoho opportunity.

Install date/time capture and calendar logic (default to 9:00 AM, around 12–17 days out).

Call-flow handoff/scheduling logic.

Reminder/follow-up sequence for scheduled call-flow calls.

Performance reporting.

6 months of post-go-live support and optimization.

10) Pricing & Terms
1
One-time setup
$4,495

Includes agent development, Zoho workflow automation, onboarding PDF automation, install scheduling logic, call-flow scheduling logic, testing, and go-live preparation.

2
Monthly support and optimization
$1,195/mo

$1,195 per month for 6 months post go-live Includes monitoring, support, reporting, minor workflow updates, prompt tuning, error handling, keeping systems up to date, and regular performance optimizations.

12) Support & SLA

AYB-AI Support Hours: Monday–Friday, 9am–5pm EST via Zoom, Slack, or email.

Response Targets:

P1 (production issue / onboarding agent unavailable)

Response within 2-4 business hours.

P2 (workflow degraded / PDF or Zoho issue)

Same business day.

P3 (minor prompt, wording, or field update)

Within 2 business days.

Ongoing optimization includes:
  • Prompt tuning.
  • Field validation refinements.
  • PDF formatting adjustments.
  • Exception handling improvements.
  • Regular performance optimization.
13) Next Steps
1

Review and approve proposal and pricing.

2

Sign service agreement.

3

Provide Zoho/API access, test records, and field mapping.

4

Confirm onboarding sheet/PDF template and final sales handoff questions.

5

Confirm install scheduling rules and calendar access.