Learn how Zingworks used business process automation services and Salesforce customization services to streamline onboarding for a growing utility and rental management firm.

In this blog, you will learn:

• Why manual outreach limits customer self-service onboarding
• How Salesforce customization services automate onboarding
• How batch logic enables scalability and audit readiness
• Why branded communication matters in digital onboarding
• How business process automation services create seamless workflows

Growth wasn’t the problem; keeping up was

Claire Jennings was the Regional Operations Manager at a utility and rental company in the Southeast.

After two years of expansion and winning several new contracts, her territory experienced significant growth. As a result, her internal teams, particularly the Customer Service Representatives (CSRs), were overwhelmed with manual tasks. They were handling calls, resolving billing questions, managing service schedules, and sending out portal invitations to customers manually, one at a time.

The company had introduced a self-service customer portal to allow clients to check invoices, reschedule pickups, and submit service requests online. However, customer adoption was low. Many were unaware of the portal, and invitations to join were often delayed or not sent at all. As a result, Customer Service Representatives (CSRs) continued to handle these tasks manually.

With a growing customer base, the volume of manual work increased. CSRs were spending significant time on routine tasks rather than on more complex support issues.

The portal’s intended benefits were not being realized due to gaps in the onboarding process. Claire identified the need for business process automation services to improve efficiency and reduce the manual workload on her team.

72 New Accounts Strained an Already-Stretched Support Team

During a public infrastructure rollout in Alabama, Claire’s team was awarded a regional contract covering 72 site accounts across 19 zip codes. However, none of the new clients had been onboarded to the customer portal. Portal invitations had not been sent, and there was no tracking system in place to monitor access.

As a result, CSRs received a high volume of calls from site managers requesting invoices, pickups, and service changes. Each request had to be processed manually.

One site missed a scheduled waste pickup due to an overlooked email, and another contacted Claire directly to report that portal access had not been provided after a week. The situation led to project delays and disruptions in service coordination.

The onboarding process was inefficient and created operational risks. Claire determined that hiring more staff or implementing temporary fixes would not address the core issue. What was needed was a reliable, scalable IT process automation solution capable of managing customer onboarding without manual intervention or reliance on individual follow-ups.

Business process automation services in action: the Zingworks way!

A peer from another region had addressed a similar onboarding issue using services from a company called Zingworks. Zingworks provides business process automation services and IT process automation solutions for mid-sized businesses in industries such as utilities, manufacturing, and services. With over 18 years of experience and more than 450 projects delivered, they specialize in building custom applications that integrate with platforms like Salesforce, Acumatica, and Microsoft Azure.

Claire scheduled a discovery call with Zingworks and specified the requirement: business process automation services that integrated with the company’s existing tools, not a separate application. Zingworks used Salesforce customization services to develop end-to-end business process automation services tailored to Claire’s onboarding process and scalable for future expansion.

Salesforce Apex and flow-based onboarding workflow

CSR-Friendly Manual Flow

Zingworks created a simple Screen Flow accessible from any Contact record. CSRs could send or resend portal invites with just a few clicks, no manual emails required.

Smart Trigger During Quote or Order Creation

A new checkbox field (“Invite to Portal”) was added to Quote and Order objects. When selected, it automatically triggered the onboarding invite using reusable Apex logic.
This allowed reps to automate onboarding as part of the existing quote or order process.

Bulk Invitation via Scheduled Batch Apex

To solve the scale problem, Zingworks implemented a Batch Apex job. Marketing and admin teams could now schedule or manually run large invitation batches, filtering out ineligible or already-invited contacts.

Standardized Branding and Email Templates

A Lightning Email Template was built using merge fields from the Contact and Account. Each email was:

• Personalized with the customer’s name
• Included a branded onboarding link
• Provided support contact details
• Matched the company’s brand voice and tone

Audit-Ready Logging & Reporting

Every invitation was tracked in a custom object, including:

• Who sent it (user or batch)
• When it was sent
• Whether it was successful or skipped

This audit trail enhanced visibility, compliance, and operational clarity.

Results: Self-service onboarding at scale

Within weeks, Claire’s region saw measurable improvements:

By automating onboarding, Claire’s team empowered clients and relieved internal pressure. And CSRs? They finally had time for high-value support instead of repetitive emails.

Why Go Manual When You Can Automate?

The previously manual onboarding tasks are now fully automated. New accounts receive branded portal invitations automatically, with tracking and logging in place for visibility. Customer Service Representatives (CSRs) are now able to focus on higher-value support activities instead of repetitive administrative work.

Zingworks enabled this with tailored business process automation services built entirely in Salesforce, aligned to Claire’s workflows without disrupting existing systems.

With 500+ successful projects, Zingworks brings business process expertise, industry insight, and functionally complete solutions, with no Phase 2 delays or budget shocks.

Why risk burnout and delays?

Get ready to transform onboarding and other manual workflows and grow your efficiency with ZingWorks’ business process automation services.

Build Your Custom Automation Plan NOW.

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