PRACR Partner Onboarding Agent
OVERVIEW
Antoine Boris is the Director of IP Co-sell, Partner Sales Strategy and Enablement (formerly the GPS Co-sell Team). As the owner of the Partner Reported Azure Consumed Revenue (PRACR) program, he is responsible for all related activities.
In FY26, a new reporting methodology was launched. However, in order to ensure successful adoption, it was critical to prepare both partners and the field in advance.
CHALLENGE
Our client is facing significant challenges during the onboarding process due to a fragmented and difficult-to-navigate collection of FAQs and collateral materials. Users often struggle to find the right information at the right time, frequently encountering outdated or redundant content scattered across multiple sources.
Historically, the field has relied on 1:1 support to receive relevant information. However, with the launch of a new reporting methodology, the volume of expected inquiries is projected to rise substantially.
This lack of structure and clarity results in prolonged ramp-up times, repeated questions to onboarding coordinators, and inconsistent onboarding experiences across teams.
SOLUTION
Recognizing the urgency and volume of field questions related to the new PRACR methodology, the Nextant team quickly identified the need for a scalable, efficient solution to provide timely and accurate support with the limited resources available. Rather than relying solely on traditional support channels, the team proactively engaged the AI SA to explore alternatives.
After presenting the challenge and evaluating options, it became clear that deploying a Copilot Agent would be the fastest and most effective way to deliver immediate self-service support to the field. The AI SA provided a comprehensive overview of how the Copilot Agent works, highlighting its ability to surface contextual answers from structured documentation.
Acting swiftly, the team consolidated all relevant materials, organized them into a logical folder structure, and curated a knowledge base tailored to the field’s most common and complex questions. Within just a few hours, the PRACR vNext FAQ Agent was live and fully operational — equipped to handle a wide range of inquiries and significantly reduce the burden on live support channels.
This rapid deployment not only demonstrated agility and cross-functional collaboration but also laid the foundation for a scalable knowledge management approach that can evolve with the program.
RESULTS AND IMPACT
The Chat Bot Agent was deployed to support 755 Partner Development Managers covering 280 partners participating in the program. In addition, more than 15,000 impacted Customer Account Teams regularly reach out to the program alias with questions about how the program works.
With the introduction of the new reporting methodology and the growing number of partners seeking to report PRACR, we anticipated a significant increase in email volume to the alias. Given the 24-hour SLA for responses, it became clear this would not be feasible within the current scope.
The Chat Bot minimized the impact on the team, showcased innovation, and eliminated the need for additional headcount to manage incoming inquiries.
