Cut customer time-to-value from 55 days to under 1 hour by replacing manual onboarding with an automated self-serve configuration.
Our current onboarding experience is called ASAP, or the Automated Security Awareness Program. ASAP starts by asking the user 7 questions about their Security Awareness Training goals. The submitted answers generate a long to do list of onboarding tasks for the user to complete. This case study explores how we removed ASAP and automated the onboarding experience through an Agentic UI.
Research revealed three key issues: users didn’t understand the “ASAP” acronym, struggled to find the feature within the app, and found the setup process too long and unintuitive. As a result, they relied heavily on CSMs, who eventually stopped recommending ASAP and used custom workarounds instead. This highlighted a core problem: we were creating CSM dependency rather than building product fluency.
We rebranded ASAP as Onboarding, replacing it with a persistent, simplified checklist users see until setup is complete. While our broader goal is full automation through the Orchestrator, research showed users aren’t ready for a fully autonomous approach. We introduced an agentic approach that shows what the Orchestrator plans to do while allowing users to review and intervene.
While not yet launched, we expect the agentic onboarding experience to reduce time to value from 55 days to under an hour. This model will scale across the product, laying the foundation for the Orchestrator to fully automate the platform.