How Kojo cut onboarding time by 75% with Rocketlane

About Kojo

Kojo is a leading construction management platform that transforms how contractors and construction teams manage their material procurement. The company experienced rapid growth and an expanding customer base and required standardization and scaling of customer onboarding. Maddie Arthur leads Kojo's Customer Onboarding team.

The Challenge

The team managed 70+ simultaneous onboarding accounts without a unified tracking system. Operations relied on disconnected tools: Salesforce for sales tracking, Monday.com for project management, and Google Sheets for customer collaboration. This fragmentation created communication silos and made it nearly impossible to maintain documentation as onboarding volume expanded.

"We were juggling Salesforce, Monday, and Google Sheets, and honestly, it was chaos. We needed something that could pull it all together. Our Slack was blowing up with updates from everywhere, and we were constantly context-switching. It just wasn't sustainable." — Maddie Arthur, Customer Onboarding lead, Kojo

The Solution

Kojo implemented a centralized platform integrating seamlessly with Salesforce, replacing multiple expensive tools while expanding capabilities. Real-time Slack updates kept teams informed instantly. The intuitive interface enabled process updates without requiring dedicated CS Ops resources. A customer-facing portal allowed clients to actively monitor progress and remain engaged throughout onboarding.

Kojo's Rocketlane Playbook

Standardized project templates

Kojo moved from fragmented onboarding to standardized project templates in Rocketlane. This helped their team deliver consistent, repeatable onboarding experiences, reducing variability across customer projects and improving overall efficiency.

Automations that saved significant time

Their team built rule-based automations (e.g., auto-assigning tasks, risk alerts, triggering reminders), which cut down manual admin work and helped onboarding managers stay focused on customer engagement. Automations also kept projects on track without constant oversight.

Bottleneck discovery from intuitive reports

Leveraging Rocketlane's reporting feature, Kojo tracked key metrics like time-to-value and task completion rates and surfaced process bottlenecks, helping leadership make data-backed decisions to optimize onboarding continuously.

Zero missed steps with task management

Kojo's onboarding managers benefited from centralized task views and ownership clarity, ensuring nothing slipped through the cracks as they scaled onboarding across a growing customer base.

Knowing customers' instant pulse with CSAT

By integrating CSAT surveys at key milestones, Kojo could proactively capture customer sentiment, enabling their team to course-correct quickly and maintain high satisfaction scores.

The Impact

Kojo cut onboarding cycle time by 75%, reducing onboarding times in half or better and transforming the customer experience. A leadership dashboard with key fields pushed from Rocketlane into Salesforce gives executives real-time progress across all onboarding projects, and a robust onboarding success score ties everything together.

"We have a leadership dashboard with all key fields pushed from Rocketlane into Salesforce. Every two weeks in our executive meetings, we pull it up and instantly see real-time progress across all onboarding projects. Plus, Rocketlane let us build a robust onboarding success score that ties everything together."

"We've literally cut onboarding times in half or better. It's been a game-changer for our customer experience." — Maddie Arthur, Customer Onboarding lead, Kojo