45% Reduction in Post-Purchase Support Work and Seamless Onboarding with Vita AI’s Automation Stack
Client
Orbital
Year
2025
Executive Summary
Orbital, a fast-growing no-code website kit provider for SaaS startups, had created a sleek and powerful product designed to help founders launch quickly. Their product was picking up traction—but their backend operations couldn’t keep up. Each purchase triggered a string of manual tasks: sending emails, granting access, onboarding users, and handling repetitive support requests.
By partnering with Vita AI, Orbital implemented a tailored Done-For-You automation system that transformed their backend into a scalable engine. With streamlined delivery, onboarding, support, and feedback loops, they cut post-purchase support work by 45% and significantly reduced manual onboarding—freeing the team to focus on product growth and user experience.
Key Metrics Snapshot
Metric Category | Specific Metric Measured | Before Value | After Value | % Improvement |
|---|---|---|---|---|
Operational Efficiency | Time Spent on Post-Purchase Tasks | 15 hours/week | 8.25 hours/week | 45% reduction |
Customer Onboarding | Manual Setup Steps | 100% manual | ~70% automated | 70% automation |
Support Load | Daily Repetitive Questions | 25/day | 15/day | 40% reduction |
Product Feedback Intake | Manual Feedback Processing | Email/DMs only | Synced to Notion | Centralised system |
Client Background
Orbital is a digital product studio focused on providing no-code website kits tailored for SaaS startups. With a sleek design and fast deployment workflow, their offering helped early-stage founders get to market quickly. As sales grew, however, their internal processes—still mostly manual—began to slow them down.
At the time of engagement, Orbital's focus was on maintaining their upward momentum without being bogged down by repetitive operational tasks.
Challenges
Before working with Vita AI, Orbital’s post-purchase workflow was heavily manual:
Manual Purchase Fulfillment: Every purchase required someone on the team to send download links, update records, and verify access.
Inconsistent Onboarding: Customers lacked a guided experience and often required follow-ups to understand how to get started.
High Volume of Support Repetition: The team fielded the same questions across DMs and email, eating into development time.
Scattered Feedback Loop: Product insights came in across various channels with no unified way to track or act on them.
These bottlenecks limited their ability to scale and added unnecessary friction to an otherwise fast-moving product.
The Solution: AI-Supported Automation by Vita AI
To help Orbital run like a productized SaaS brand, Vita AI designed and implemented a fully automated backend system that streamlined every post-purchase touchpoint.
Key Components Included:
Purchase-to-Delivery Automation: Using Zapier, we connected Gumroad to Airtable and email workflows to instantly deliver product files and grant access upon purchase—eliminating any manual steps.
Automated Customer Onboarding: With Make (Integromat), we built a flow that triggered onboarding emails, setup guides, and personalised welcome messages tailored to each purchase.
AI-Powered Support Chatbot: Leveraging OpenAI, we developed a chatbot to handle tier-1 queries, provide instant documentation access, and allow users to submit tickets—all without human intervention.
Feedback Collection & Syncing: Using Typeform and Notion, we automated the feedback loop by collecting structured insights and syncing them directly into the product roadmap.
Implementation Process
The engagement followed a clear and collaborative implementation path:
Audit & Planning (Weeks 1–2): Identified high-friction tasks across support, onboarding, and feedback collection. Mapped out process flows and automation needs.
Automation Architecture (Weeks 3–4): Designed systems using Zapier, Make, OpenAI, and Typeform to match existing workflows while reducing manual touchpoints.
Build & Testing (Weeks 5–6): Developed the flows, ran tests with staged purchases and real user scenarios, and integrated with Orbital’s existing tools (Gumroad, Notion, Airtable, Webflow).
Launch & Training (Week 7): Went live with automation flows and trained the Orbital team on managing, adjusting, and scaling their new backend system.
Support & Iteration (Post-launch): Provided follow-up refinements and continued performance tuning based on real-world usage.
The Results: Tangible Business & Operational Impact
Initial Challenge | AI-Powered Solution | Outcome Achieved | Business Impact |
|---|---|---|---|
Manual product delivery | Zapier-powered fulfillment workflows | Timely delivery with minimal input | Saved time, improved reliability |
Inconsistent onboarding | Automated welcome flows via Make | 70% of onboarding now automated | Fewer questions, faster start time |
High support volume | OpenAI support chatbot | 40% drop in repetitive tickets | Dev team regains focus |
Scattered feedback | Synced intake via Typeform + Notion | Centralised insight collection | Faster iteration on product roadmap |
Conclusion
The partnership between Orbital and Vita AI demonstrates how automation can empower digital product businesses to scale without adding overhead. By automating the operational layer—purchases, onboarding, support, and feedback—Orbital now runs with the efficiency of a true SaaS brand, giving their team full focus on building a better product.
Scope of Work
