How BigChange built an automated, self-serve customer onboarding experience

About BigChange

BigChange is a leading field management software provider that helps businesses streamline job management—from scheduling and tracking to CRM and invoicing.

"A lot of our customers are on paper-based processes, and we bring them into the modern age. We needed to do the same for our own onboarding" — George Matthews, Operations Manager for Customer Onboarding, BigChange

The Challenge

A disjointed process that stretched teams thin — Before implementing Rocketlane, BigChange's onboarding team juggled multiple tools—spreadsheets, their own CRM, Outlook, and emails. Keeping track of onboarding progress was a challenge, and critical details often got lost in scattered communication.

No central source of truth — With information spread across emails and disparate systems, there was no single place for project updates. This made handovers between team members difficult, especially when someone went on leave.

Lack of customer visibility and engagement — Customers had limited insight into their onboarding progress, which often led to long email threads and misaligned expectations. There was no clear way for customers to track what they needed to do or what the next steps were.

Time tracking was a manual effort — BigChange offers different onboarding packages, each with allocated hours. Tracking time against projects was a manual, cumbersome process that didn't provide granular insights. Their CRM could only track time at a high level—making it difficult to optimize onboarding efficiency.

"We had no concept of live collaboration—just long-winded emails outlining every task" — George Matthews, Operations Manager for Customer Onboarding, BigChange

The Solution

A seamless, structured onboarding process — With Rocketlane, BigChange now has a centralized onboarding hub. Every project, task, and conversation lives in one place, making it easy for team members to step in and keep projects moving—even when someone is on leave.

Onboarding is now self-serve — Instead of waiting for a weekly webinar or back-and-forth emails, customers now have access to a structured onboarding journey with clear tasks, embedded guides, and walkthrough videos. This shift has accelerated time-to-value while freeing up the onboarding team to focus on higher-touch interactions where needed.

Real-time time tracking and audit trails — BigChange can now monitor onboarding time down to the task level. This data helps them refine their onboarding packages and ensure customers get the most from their allocated hours.

Visibility for the whole organization — Enterprise customers often have multiple stakeholders involved in onboarding. With Rocketlane, everyone—customers, sponsors, and internal teams, has access to real-time project updates.

A superior experience for customers and teams — Rocketlane has fundamentally changed how onboarding works at BigChange. Customers move through onboarding with greater clarity, while internal teams work more efficiently, without the stress of lost emails or unclear handovers.

BigChange's Rocketlane Playbook

•  Instant project creation: When a deal closes in BigChange's CRM, it automatically creates a corresponding onboarding project in Rocketlane.

•  Predefined task templates: Based on the onboarding package selected (Standard, Advanced, or Elite), Rocketlane auto-assigns relevant tasks and owners.

•  Automated handoffs: When a project nears completion, a form automatically captures key details and triggers an update to customer success and leadership via Microsoft Teams.

"People struggled to switch off on holidays because they knew they'd come back to chaos. Now, we say: if it didn't happen in Rocketlane, it didn't happen."

"They can log in and instantly know what's next. It keeps them focused on their goal"

"When a new customer joins, they get a set of tasks they can complete on their own—without needing to wait for us." — George Matthews, Operations Manager for Customer Onboarding, BigChange

The Impact

Rocketlane has fundamentally changed how onboarding works at BigChange. Customers move through onboarding with greater clarity via a self-serve journey, while internal teams work more efficiently—without the stress of lost emails or unclear handovers. Automated project creation, predefined task templates, task-level time tracking, and automated handoffs to customer success have replaced the disconnected mix of spreadsheets, CRM, and email.

"The economic buyer can now see project progress without asking us for updates. It's changed how we collaborate" — George Matthews, Operations Manager for Customer Onboarding, BigChange