About Overture Partners
Overture Partners is a women-owned IT staffing firm based in Boston, with 23 years of industry experience. As the company pivots to specialize in generative AI while maintaining its traditional IT staffing services, Overture Partners sought an innovative solution to streamline its operations and enhance its service delivery.
Overture's Goals
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
Overture's Approach
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. This created a comprehensive knowledge base accessible to all employees.
Key steps in their implementation:
- Developed a self-service model for employee queries
- Created custom GPTs for different departments (sales, recruiting, HR)
- 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.”
Employee Impact
The introduction of CustomGPT.ai has proven especially valuable for both new hires and the entire team at Overture Partners. As Mark Aiello explains, “Team members like the ability to receive answers immediately, especially newer employees who lack the institutional knowledge.” The immediate access to information has allowed new team members to ramp up quickly without needing to rely on senior staff for every question.
Beyond benefiting new hires, CustomGPT.ai has also transformed how the team tackles problem-solving. Instead of starting by asking others for input, employees are now encouraged to explore solutions independently, using the system to find answers before bringing ideas to the team 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,” Aiello notes.
This shift to a more self-service model has not only empowered employees to be more proactive but has also increased overall efficiency. By reducing the number of person-hours spent on problem-solving, the team can focus more on high-level strategies and collaboration, ultimately driving greater productivity across the board.
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 it gave 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?”
Overture's Future Plans
- Developing separate GPTs for sales and recruiting
- Creating a password-protected GPT for internal use (200+ field employees)
- Integrating back-office information for employee self-service
Overture Partners is excited about expanding its use of CustomGPT, seeing the potential for even more streamlined operations. As Mark Aiello explains, “We will most likely find other areas of efficiency where we have documented processes and procedures and create a CustomGPT around them.”
Aiello views CustomGPT.ai as a key competitive advantage for the company, noting, “Right now, it's a competitive advantage. It won't be forever, but it's a great tool for us internally that will never go away.”
By embracing CustomGPT.ai, Overture Partners has placed itself at the forefront of AI adoption in the IT staffing industry. This move has not only enhanced services but also significantly improved operational efficiency, providing exceptional value to both clients and job seekers alike.
