About Overture Partners
Overture Partners is a Boston‑based, women‑owned IT staffing firm that has spent 23 years matching specialized tech talent with leading employers. To stay ahead of evolving client needs, the firm is now layering generative‑AI capabilities onto its established staffing model—seeking to streamline operations and enhance service delivery without losing the high‑touch approach that has defined its brand for over two decades.
Challenge
Mark Aiello, Chief Revenue Officer at Overture Partners, recognized the need for a solution that could address their persistent staffing challenges and improve efficiency. The company’s primary objectives were:
- To enhance the training and onboarding process for new hires
- To serve clients more efficiently while allowing staff to focus on complex inquiries
- To provide instant, accurate information to employees and clients
“We want to find candidates who are a great match for jobs that both they and the employer will like. Our ultimate goal is to get to a point where they truly love their job.“
Mark Aiello
CRO @ Overture Partners
Solution
Overture Partners began its CustomGPT.ai journey by integrating over 400 internal documents, including training materials, sales guides, and best practices accumulated over 23 years. In minutes, this created a comprehensive knowledge base accessible to all employees.
To better serve their teams, Overture Partners created custom GPTs for different departments (sales, recruiting, HR). They also integrated CustomGPT.ai into their website for external customer interactions
“We’ve taken all of our sales and recruiting training, documents, everything that’s been accumulated over the last 23 years… with all that information at everyone’s fingertips.”
The introduction of CustomGPT.ai has been particularly beneficial for new hires and the overall team:
“Team members like the ability to receive answers immediately, especially newer employees who lack the institutional knowledge.”
Additionally, the system has also changed how the team approaches problem-solving:
“More self service and bringing ideas and solutions to others for discussion. It allows people to discover their own solutions to problems and then obtain human input rather than asking for human input as step one. This results in a much greater efficiency and less person hours spent on problem solving.”
Overture’s Results
The implementation of CustomGPT.ai has yielded significant improvements across Overture Partners’ operations:
- Dramatic Reduction in Training Time:
- Training time has been slashed dramatically—from 13 weeks down to just 2 in some cases. Overture Partners sees even more room to streamline and push for greater efficiency.
- Enhanced Recruitment Process:
- Candidate-job matching is now faster and more precise. Less time is wasted on unsuitable fits, and the team can analyze job descriptions and resumes more effectively than ever.
- Improved Customer Service:
- Customer queries are met with instant, accurate responses. Overture can now craft tailored value propositions for clients, boosting engagement and satisfaction.
- Operational Efficiency:
- More calls are being answered, with fewer missed. The average call time has increased, reflecting the team’s ability to handle more complex issues and provide deeper solutions.
“What this did is give us an opportunity to watch actually redo our sales training. And we did it using CustomGPT, So we said, okay, instead of a 13 week training, how about a 13 day? Instead of a two week, how about a 10 day? How about a five day, how about a three day?”
Why it worked
- Fast, no‑code rollout: non‑technical staff uploaded decades of institutional knowledge and launched in days
- Self‑service empowerment: employees solve problems independently before looping in colleagues, saving person‑hours
- Accuracy and context: answers are drawn directly from verified internal documents, building trust across the team
Together these factors streamlined onboarding, sharpened client service, and freed staff for higher‑order work.
