How Comsense uses Rocketlane to boost onboarding efficiency, increasing CSAT scores by 10%

Region

Industry

SaaS

Use case

Customer Visibility, Project Management, Reporting

Results

10%

increase in CSAT scores

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Before

Low customer accountability, leading to frequent project delays
Poor visibility into project progress due to use of multiple tools
Difficulty in measuring and optimizing team performance

After

10% increase in CSAT scores with enhanced customer visibility and involvement
Improved transparency with the ability to set task and conversation visibility for customers
Enhanced process benchmarking and faster project completion through detailed tracking

About Comsense

Comsense Inc. is a Toronto, Canada-based software provider serving the construction industry. Their ERP software solutions are purpose-built for the architectural door, frame, and hardware distribution industry.

The Challenge

Customer involvement was a major challenge for Comsense. Since customers could not see which tasks/deliverables were pending on them, onboarding projects missed deadlines more often than not. Accurate visibility into the progress of projects was another concern given the numerous tools Comsense was using. Project-related insights weren't readily available. Figuring out where to optimize their team's performance was another problem.

The Solution

With Rocketlane's comprehensive customer portal, Comsense's customers had complete visibility into the action items they were responsible for. The ability to set visibility for tasks and conversations as private or shared meant Comsense could maintain transparency with their customers without the risk of disclosing any confidential information. The data and tracking offered by Rocketlane's reports helped Comsense benchmark and fine-tune the onboarding process to bring down project duration and realize faster go-lives for customers.

"We love how Rocketlane allows us to include clients in every step of our onboarding journey. From managing tasks to tracking them to ensuring customers have just the visibility they need, Rocketlane has enabled our team to craft truly collaborative onboarding experiences for our customers." — Comsense Inc.