How Nezasa reduced time-to-value by 50% and standardized onboarding with Rocketlane

About Nezasa

Nezasa is a travel tech platform that helps tour operators and OTAs build, manage, and distribute travel packages across multiple channels (B2B and B2C).

Guglielmo Piacentini, the Head of Onboarding at Nezasa, leads the team responsible for ensuring new customers experience rapid and successful go-lives. The company's growth required a more scalable and repeatable approach to onboarding, which led the team to search for the right customer onboarding platform.

The Challenge

No clear workflows or processes

Before Rocketlane, Nezasa's onboarding experience was inconsistent and reactive. Without a specialized team or tool, customer onboarding was handled by Customer Success and Support, and there were no clear workflows or tools in place.

Tasks scattered across people and tools

There were no consistent playbooks, timelines, or ownership and tasks were scattered across people and tools.

Lack of visibility and accountability into project progress

The lack of visibility and accountability led to longer onboarding timelines and in some cases, customer churn before value could be delivered.

Communication was siloed

Since communication happened mostly through email, it was hard to collaborate and maintain alignment—both internally and with the customer.

It became clear Nezasa needed two things: a formal onboarding team, and a tool that could scale their processes and keep every stakeholder accountable.

"It was pretty hard. No structure. No visibility. Tasks were spread across multiple teams—and some just got lost." — Guglielmo Piacentini, Head of Onboarding, Nezasa

The Solution

Templates for repeatable onboarding at scale

Nezasa created two master templates in Rocketlane—one for enterprise customers, one for standard accounts. These included different cadences, meeting structures, and governance levels. They also built task templates that could be added modularly for specific integrations or purchased add-ons. This setup ensures minimal maintenance and high customization, making it easier to scale onboarding without adding complexity.

Unified collaboration and visibility

Rocketlane's portal, chat, and shared docs feature has transformed how Nezasa works with customers: The in-app chat replaces most email communications. Customers have a clear view of their tasks and deadlines and can be held accountable. Project data is all in one place—no more searching across tools. This has significantly improved transparency and strengthened accountability on both sides of the project.

Integrations that smooth handoffs and execution

Rocketlane's integrations with HubSpot and JIRA have helped Nezasa ensure seamless handoff from Sales to Onboarding and track bugs and development dependencies during implementation.

"Now we don't reinvent the wheel for each customer. Templates give us both consistency and flexibility."

"We've reduced email usage significantly. Everything now lives inside Rocketlane—tasks, chats, docs." — Guglielmo Piacentini, Head of Onboarding, Nezasa