Fama Technologies: Accelerating Onboarding and Surfacing Hidden Revenue with AI-Powered Customer Success
Fama Technologies is the leading online screening platform that helps employers make safer, more informed hiring decisions through AI-powered analysis of publicly available online content. Serving enterprise clients, resellers, and services partners across multiple verticals, Fama's go-to-market motion depends on fast, reliable customer onboarding to drive adoption and time-to-value.
Challenge
Fama's onboarding process spanned sales, partnerships, support, and finance — with no unified way to track whether steps were happening on time. Deals would close in HubSpot, but the chain of handoffs that followed was entirely manual: sales had to introduce the partnerships team, partnerships had to schedule kickoff calls, support had to provision the platform, and someone had to confirm the customer actually started running checks.
Without visibility, issues went undetected. Customers approached renewal before meaningfully adopting the product. Steps slipped for days before anyone noticed. And leadership had no data on where bottlenecks occurred or which customers were at risk.
Solution
Pact deployed an AI project manager connected to Fama's existing tools — HubSpot, Zendesk, and Slack — to automate a standardized 6-step onboarding workflow. The AI agent continuously monitored customer communications to detect when steps were completed, flagged risks the moment they appeared, and only pinged team members when human action was truly needed. Across hundreds customer accounts, Pact's AI also reviewed historical communications to build a catalog of customer interactions revealing patterns the sales and success teams were able to action in order to improve key metrics.
Results
Faster onboarding with nothing falling through the cracks. Dozens of customers were onboarded through Pact's automated workflow with zero missed handoffs, while reducing the average onboarding time from 4 weeks to 6 days. The AI agent detected completed steps directly from HubSpot and Zendesk data, eliminating manual tracking. Team members could reschedule steps, update status, and confirm completion entirely through Slack — without ever logging into a new tool.
"Task-wise, it's a good reminder as to where I should be in my process. I liked how I was able to reschedule something so it's not showing up as delayed.It actually started picking up my emails — some of the tasks had already been completed, and there were lines pulled as evidence that it was confirmed by the client."
– Henry, Partnership Manager
Early detection of at-risk customers. The AI agent identified issues as they emerged — not weeks later. When a customer raised data privacy concerns mid-onboarding, the agent flagged it to the team immediately. When customers hadn't run their first check weeks after training, the system surfaced it before it became a renewal risk. The partnerships team went from reactive firefighting to proactive account management.
"I love to be able to get an alert if I've onboarded somebody and three weeks later, they still haven't run a single check. That's been our biggest pain point — we'll hand off the keys and then a customer comes up on renewal before they've actually run anything."
– Greg Babinecz, Director of Partnerships
Revenue insights that changed how Fama sells and renews. By mining a year of HubSpot communications across hundreds of accounts, Pact generated an AI-driven catalog of why customers buy Fama. The results surprised the team: 94% of accounts discussed centralizing candidate information — a topic the sales team almost never raised in discovery. This opened a direct feedback loop between post-sale reality and pre-sale messaging, giving sales new talk tracks and giving the success team concrete evidence for renewal and upsell conversations.
"If 94% of our existing accounts are saying that consolidation is important, then I would want to add that to my discovery sessions — because that's not what's happening there today. Once they've been a customer for a while, they become more truthful about what's really going on. If I know those things, I can teach the team to uncover them earlier — and maybe win a couple more deals."
– Anthony Gildone, Head of New Business Development
What's Next
Based on onboarding success, Fama expanded Pact across the organization: renewals and QBR workflows with Dan Bonnet (VP Growth), financial system implementation tracking with LK Tan (Finance), and marketing intelligence with Amy Warren (VP Marketing). The roadmap includes integrating with Fama's product platform to auto-detect usage, deploying a risk agent that monitors for early churn signals, and building pre-sale vs. post-sale goal comparisons to continuously sharpen the go-to-market motion.