How Pashtek reduced CSM support time by 82% and improved customer activation using AI.

Pashtek is a system integrator with a growing customer base managed by a dedicated customer success team. As the user base scaled, so did the volume of repetitive onboarding and support questions; consuming CSM capacity that should have been spent on strategic account work.

Every new customer goes through the same learning curve, asking the same questions about setup, workflows, and product features. Without an automated way to handle these questions, CSMs became the default support layer: reactive, high-volume, and unsustainable at scale.

Each CSM was spending 17 hours per week answering repetitive onboarding and support questions. That left less than half their working week for the strategic work that actually drives retention.

Pashtek deployed Peazy as a personalised AI agent embedded directly inside their platform. Peazy was onboarded onto their specific product; learning their workflows, terminology, and the questions their customers asked most frequently.

The agent ingested Pashtek's product knowledge and was live for customers from day one of rollout: no engineering sprint, no parallel build cycle.

CSM time spent on repetitive support questions dropped from 17 hours per week to 3 hours per week, per CSM. That is an 82% reduction in reactive support time and 14 hours returned to every CSM, every week.

Customer activation improved alongside the time savings. With Peazy guiding customers through onboarding in real time, more users completed setup and reached their first meaningful product milestone; and customers who activate early retain at significantly higher rates.

The CS team shifted from answering repetitive questions to renewal and expansion conversations, proactive account-health monitoring, and strategic check-ins with high-value accounts.