How Fluxx boosted customer engagement and achieved a healthy 83% utilization

About Fluxx

Fluxx is a cloud-based grants management solution that empowers organizations with data-driven grant-making. The case study features Elizabeth Kuehl, Senior Manager of the Customer Onboarding Team at Fluxx.

The Challenge

Lack of customer engagement and transparency

Wrike's setup wasn't quite hitting the mark for customer engagement—it lacked a central, friendly interface, so customers often felt out of the loop. Its inability to share documents forced customers to scramble for information across different platforms. This gap made it hard to ensure customers felt truly informed and valued during onboarding.

Manual reporting woes

Wrike lacked comprehensive dashboards and data visualization tools, forcing Fluxx's team to manually export data and analyze it in separate spreadsheets to track performance against their OKRs. This cumbersome process led to inefficiencies and made it difficult to obtain the quick, actionable insights they were after.

"What we were missing with Wrike was something that our customers could engage. We really wanted to drive home our values of being customer-centric." — Elizabeth Kuehl, Senior Manager of the Customer Onboarding Team, Fluxx

The Solution

One-stop shop for customer engagement

Now, from onboarding to project management, everything is unified in one place, giving customers clear visibility and seamless access to the entire project process and any information they need. This has not only sped up delivery but also enhanced their customer experience, keeping everyone in the loop and connected.

Robust time-tracking features

Our time-tracking features have really resonated with the team, making a significant impact on their productivity. The calendar integration has made managing their time a breeze, freeing them up to focus more on customer-centric activities.

Balanced team utilization

At Fluxx, the team heavily relies on Rocketlane's default reports, especially the utilization and time analysis reports, to closely monitor utilization rates and manage project budgets effectively. They're all about keeping the team engaged without burning out, and Rocketlane's detailed tracking has supported maintaining this balance perfectly.

Enhanced leadership transparency

Thanks to Rocketlane's extensive dashboard controls, slicing and dicing project data has never been easier for them. It's been a real time-saver—no more pulling data from all over the place. Now, the leadership team can just hop in, take a quick look, and get a clear picture of project sentiments, track utilization rates, and see how the team is doing against their OKRs.

Fluxx's Rocketlane Playbook

Deals closed in Salesforce trigger automatic, tailored project plans in Rocketlane, with preset dates and timelines. This ensures rapid setup and consistent delivery, customized for each onboarding package. Rocketlane centralizes project resources and communications, storing everything from collaterals to email templates in one place. This enables seamless sharing of project-related notes, any progress, and updates during meetings, ensuring transparency and alignment without follow-up communications. With Rocketlane's CSAT functionality, customer sentiment is monitored throughout onboarding. Quick surveys within project templates provide immediate feedback, while comprehensive surveys at the project end capture detailed insights—ensuring timely, actionable improvements personalized to each onboarding package.

"Our team internally is really grateful for the integration with their calendars. They've gotten really good at blocking their calendars and making time tracking at the end of the week easy for themselves."

"We could track data that we didn't even know we wanted to be looking at. We've really relied heavily on just the standard default reports. They are actually exactly what we need." — Elizabeth Kuehl, Senior Manager of the Customer Onboarding Team, Fluxx

The Impact

Fluxx achieved a healthy 83% utilization rate, a 7% positive margin, and 14% lower scope creep, while unifying customer engagement, time-tracking, reporting, and leadership visibility on a single platform.

"Our executive leadership team really enjoys the interface and the ability to jump in and see very quickly at a glance how projects are going." — Elizabeth Kuehl, Senior Manager of the Customer Onboarding Team, Fluxx