Onboarding is iterative and per-client, not big-bang. You sign up, the platform activates with the standard FileTrac Evolve interface and modules ready, and you set up your first client — contract, fee schedule, default claim settings, claim representatives, the team that handles those claims. You run live claims for that client. Then you add the next one, and the next. Most customers are working real claims within a day; the full configuration of multiple clients runs over the first few weeks, in parallel with live operation. ELIAS AI in the dashboard is your knowledge source throughout — answering questions, explaining workflows, pointing you to the right setting. Updates ship weekly.

Phase 1 — Sign-up and access

Once you sign up at the tier that fits your operation, your tenant is provisioned and your first admin login is delivered. The FileTrac Evolve dashboard activates with the modules that ship at every tier: claims management, billing, reports, alerts, the Personnel Manager, communications, CrossTrac, mobile, the customer portal, the 22-method SOAP API, and ELIAS AI in the dashboard panel.

Multi-factor authentication is enabled by default through AWS Cognito. The role-based access controls are pre-configured for the standard role set (Admin, Senior Adjuster, Adjuster, BranchAdmin, ReadOnly, AdminClerical, Clerical) — and a soon-to-be-delivered upgrade is already in development that will move FileTrac from this predefined-role model to a granular permissions model, allowing you to define every action a user can take rather than fitting them into a fixed role.

If you're activating add-ons — TPA Module, integration bridges (XactAnalysis, Symbility, HOVER, TORRENT, etc.) — those are activated separately as part of this phase. Their published setup fees apply.

If you're migrating from another system, bulk user upload and current/in-flight claims migration come over as part of standard onboarding at no additional charge. Legacy closed claims and complex migrations are scoped customer-by-customer.

Phase 2 — Set up your first client

This is where most "setup time" actually lives — and it's specific, concrete, and per-client:

Client / customer record — the carrier, program manager, or company you're starting with.
Users for that client — your team members handling those claims, their roles, their assignment rules, their licensing detail in the Personnel Manager.
Fee schedule — the billing structure for that client's claims, with adjuster payouts attached.
Customer representatives — the contacts at the client side who get status updates, notifications, and customer-portal access.
Default settings for claims — claim status types, color coding, alert rules, document categories, template letters specific to that client's preferences.
Financial defaults — invoicing rules, AR aging defaults, integration with QuickBooks or NetSuite if you've activated either.

ELIAS AI in the dashboard is available throughout this phase as a knowledge source. Ask it where a setting lives, how a fee schedule is structured, what a status type means, how multi-branch assignment rules work — it answers and points you to the right place. ELIAS AI today guides; it does not yet take actions on your behalf (drafting documents, configuring fee schedules, building automation rules — those are in active development and ship weekly).

Phase 3 — Run claims for that client

Once the first client is configured, your team runs real claims through that workflow. Live intake, live assignment, live inspection, live billing. The pre-loaded sample workspace stays available alongside as a copy-from template — a single complete worked example with 2-3 fully populated sample claims (every field, every document, every log entry filled in). Your team can look at the sample whenever they want to see how a finished file should look.

This is where most operations spend the first few days to weeks. You're not in a "training only" mode while the rest of the system gets built — you're operating live for one client and adding the next clients in the background.

Phase 4 — Add the next clients

Once the first client is running smoothly, you add the next. Same pattern: client record, users, fee schedule, representatives, defaults. Each subsequent client comes up faster than the first because your team has the workflow muscle memory.

Most multi-client operations bring up clients sequentially over the first few weeks of operation rather than configuring everything in parallel. That's intentional — phased rollout means each client gets full attention during their bring-up, and the team learns the platform's workflow on real work rather than in abstract setup.

What changes by support tier

The support plan you select with your tier shapes how much hands-on help you get during onboarding:

Basic Support (Grow, Build, Adapt, Sustain). Online support portal, ticket creation, support documentation, whitepapers, and ELIAS AI in support as a Q&A guide. Onboarding is largely self-serve with the sample workspace and the documentation. ELIAS Concierge on the website helps pre-sign-up.
Business Support (Business, Business Plus). Implementation-team time during onboarding for configuration questions and specific custom needs. Customizations are line-item priced ($200/hour development, $500–$1,000 for custom reports, $100/hour training).
Enterprise Support (Enterprise, Enterprise Plus). Implementation-team time with design fees included. $150/hour development. Lower flat fees on custom reports ($400 standard, $800 complex). 10 hours of training included annually. Onsite training available at $750/day plus reasonable travel.

A note on customizations — recommended only after you know the system

The platform's built-in functionality covers approximately 99% of operational use cases. Custom reports, custom development, custom workflows, and Azure Data Factory feeds are available if you genuinely need them — but the recommendation at sign-up is to not request customizations. Learn the standard workflows first, run live claims through them for several weeks, and then revisit whether you actually need anything custom. Most customers find they don't.

When customizations are genuinely needed, the published rates apply (see the FAQ on what's included at every pricing tier).

What you bring to onboarding

To accelerate Phase 2 for each client:

The client's current contract or contract terms (including fee schedules and any client-specific requirements).
Your team roster with state licensing detail (relevant for the Personnel Manager).
Your standard letterhead and any existing template letters.
Sample reports your carriers expect (so the standard report catalog can be matched against them — most carriers' standard requests are already covered).
If you're migrating from another platform: your existing system's export of users and current/in-flight claims.

ELIAS Concierge on the website can answer questions about any of these inputs before you sign up, and ELIAS AI in the dashboard answers questions about how to use them once you're in.

What does the onboarding process actually look like?