CMIT Solutions in St. Louis is a managed IT services provider that has spent 16 years supporting businesses across the region. The company brings three CMIT franchises under one roof, with a shared support team, account management team, and project team serving clients across the area. After a year with Waybook, the team has built a complete operational playbook covering every service delivery area, cut new-hire onboarding to one to two weeks, and turned the platform into the default home for every policy and process across the business.
As CMIT Solutions scaled across three franchises and multiple service delivery teams, the company saw an opportunity to bring its growing library of policies, processes, and onboarding documentation into one place.
Policies and processes existed, but they lived across several different tools and locations. Most people on the team could explain a policy off the top of their head, but pointing someone to where it was actually documented was a different story. Frank wanted a clear separation between how the business operates internally and where customer documentation lives.
Before Waybook, the team used a mix of platforms to get new employees signed off on the company handbook and onboarding documents. Some items ran through one tool, others were manually signed, scanned, and uploaded into SharePoint. Without a single checklist, it was hard to be confident every onboarding had been fully completed.
Because there was no set onboarding method, the team sometimes found, months down the line, that an employee hadn't signed off on a particular policy. That meant going back through employee files to check what had and hadn't been completed - time that could have been spent moving the business forward.
"Before Waybook, we had an efficiency problem. We may have had certain processes and policies in place, but they were spread out amongst many different platforms. A lot of people could tell you what a policy was off the top of their head, but they couldn't necessarily point you in the direction of where it was located."
Waybook became the company playbook for CMIT Solutions - the place that shows how the business operates, organized by service delivery area so every team can see how their work connects to the rest of the company.
The team structured Waybook around their service delivery areas: service team, project team, account management team, and tech alignment team, plus sections for the company and its culture. Anyone on the project team can look up what the account management team does day to day, see how the work connects, and find the policies and best practices that govern each area.
Creating a new policy used to be a slow process. Now the team feeds ideas into Waybook's AI, gets a solid draft back, sends it through approvals with comments running back and forth, and publishes it - often on the same day. From there, the policy can be distributed to every employee with a clear sign-off trail.
Whether someone needs to check the company dress policy or look up how to roll out a tool from the IT stack, they can type the question into Waybook and get the answer fast. The glossary is especially useful in an industry full of acronyms - definitions are linked inline, so a new hire on the service desk isn't stuck guessing what something means.
"We use Waybook to show how we operate our business, and as the reference for all the processes and policies we have in place. It's not just telling somebody off the top of your head what a policy is - we can point them to the right place."
Frank led the rollout himself after trialing Waybook alongside another platform. He chose Waybook for its ease of use, the level of granularity it offered, and the pace of product development he saw during the trial itself - new features were shipping before he'd even signed up. He set up a Waybook implementation team to design the structure together and bring the rest of the company along, which is the approach he now recommends to anyone starting out.
"I love the fact that I was going through the trial and I was already seeing the attention to product enhancement. From the time I started the trial to the time we fully signed up, there were already new features I'd discovered. Seeing that the product is constantly being improved and that you listen to your partners - that's very important to me."
A year in, Waybook has changed how confidently the team operates - both in how new hires are brought on and in how policies get created and maintained.
With a Waybook checklist driving onboarding, CMIT Solutions can fully onboard a new employee in one to two weeks, with no questions later about what was missed. Before Waybook, it wasn't unusual to discover six months in that something hadn't been signed off.
Policies that used to be a struggle to write now get drafted, reviewed, and pushed through the approval process on the same day. The AI handles the heavy lifting on the first draft, and the team takes it from there.
The team uses Waybook every week. When someone identifies a process or policy that doesn't exist yet, they create it themselves rather than waiting for someone else to do it. That shift has compounded over time into a culture where documentation is the default.
The team no longer spends time revisiting employee files to check what was or wasn't signed off, or filling gaps in onboarding documentation. Following the checklist and the process inside Waybook means those gaps don't open up in the first place.
"Now I feel confident that if we follow a specific checklist and push it out through Waybook, we can successfully onboard a new employee within one to two weeks. There's no questions asked, and we are not having to go back and audit this all the time."
For Frank, the biggest change is the level of trust he has in the team. He hears "it's in Waybook" more and more often, and watches team members proactively build new processes the moment a gap is spotted. The surprise wasn't the tool itself - it was how quickly people across CMIT Solutions caught on and bought in.
"I feel more comfortable now in my role because I trust the team. The thing that surprised me the most is the ease at which everybody caught on, and that everybody is able to create new processes and policies we never had in place before. The buy-in from the team because they saw the value in it - that's been huge for us."
The next chapter for CMIT Solutions is learning paths. The team plans to assign structured paths to new employees so onboarding can run even more autonomously. Frank is also pushing his broader peer group toward Waybook - he submitted "Waybook as your company playbook" to his quarterly peer group's great idea contest and won for the first time since joining.
"We really, really want to use Waybook for learning paths. When we bring a new employee on board, being able to assign them a learning path and have them go through that - that's going to be very, very valuable to the organization going forward."
For Frank, Waybook is best described as a business instruction manual - a user guide for how to do your job and how the business runs. That clarity has changed how CMIT Solutions onboards, documents, and operates, and it's the reason Frank actively recommends Waybook to other IT leaders in his peer group.
