How Rocketlane helped CLARA Analytics increase their CSAT ratings by 10%

About CLARA Analytics

CLARA Analytics is a California, USA-based machine learning startup. Their AI-powered insights help customers in the commercial insurance space reduce claim costs and optimize carrier, customer, and claimant outcomes.

CLARA Analytics needed a solution that could:

• Enable timely communication with customers on implementation projects
• Facilitate both internal and customer-facing task management
• Replace multiple tools and reduce inefficiencies in their workflow

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The Challenge

• Since the implementation process at CLARA involves multiple teams on both sides, effective communication was crucial for onboarding success.
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• The Clara team used to share project plans on spreadsheets and PDFs and any change required all project documents to be updated and reshared. Such repetitive manual tasks were time-consuming.
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• The Customer Success team was managing each project on two separate trackers - internal and external. It was painstaking to keep both trackers up to date.

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The Solution

I’d recommend Rocketlane to anyone looking to create a better experience for their customers! We’ve received great customer feedback on our onboarding. Rocketlane has helped us focus on building a good relationship with our customers as we go from implementation to adoption.

• Rockelane’s customer portal helped CLARA deliver a consistent and professional customer experience. It allowed teams on both sides to have conversations around implementation projects with ease.
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• By unifying the management of internal and external tasks, Rocketlane has made the onboarding process smoother for Clara’s Customer Success team.
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• Since Rocketlane allowed embedding external documents on the platform, no data/document/process went out of sight and it made document collaboration convenient for both parties