How Observe.AI made a leap to the professional services model, with an impressive 70+ NPS score

Region

Industry

Conversational AI

Use case

Customer Visibility, Project Management, Reporting, Time-tracking, Onboarding/Implementations

Results

80%

accounts go-live in less than 80 days

Results

90%

success rate in achieving first time-to-value

Results

70-80

consistent NPS maintained Quarter on Quarter

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Before

The team navigated three to five different systems to track client feedback and prepare reports, with manual tracking, endless emails and meetings, and a tool stack that was neither customer-friendly nor reporting-friendly.
Existing tools are neither customerfriendly nor conducive to leadership reporting
Manual client management resulting in low visibility and accountability

After

Streamlined implementation with dynamic templates, simplified OKR tracking through Interval IQ, a dedicated customer portal replacing email and meetings, and advanced time-tracking supporting the professional services transition.
Simplified OKR tracking through Interval IQ, offering precise insights and detailed reporting, thus improving leadership visibility into OKR progress
Improved client engagement and efficient timetracking, supporting the transition to a professional services model

About Observe.AI

Observe.AI is a conversation intelligence platform for contact centers that enables speech analytics at its core.

The Challenge

Fragmented tooling: The team navigated through three to five different systems to track client feedback and prepare reports for leadership.

Broken high-level reporting: Manual tracking processes prevented delivering detailed insights leadership needed to understand implementation expectations and progress.

Difficulty scaling processes: Their existing tool stack proved neither customer-friendly nor reporting-friendly, making it difficult to mirror playbooks as the team evolved.

Lack of visibility in client communications: Endless emails and meetings resulted in unclear process visibility and reduced accountability.

The Solution

• Streamlined implementation processes using dynamic templates mapped to implementation types

• Simplified OKR tracking through Interval IQ for precise performance insights

• Dedicated customer portal replacing email and meetings for transparent project visibility

• Advanced time-tracking capabilities supporting the professional services transition

"They gave me a demo and it was love at first sight. It was giving us everything that we needed and everything that we were going to need in regards to hitting our new OKRs." — Robert, Principal Implementation Manager, Observe.AI

The Impact

• 80% of accounts go-live in less than 80 days

• 90% success rate in achieving first time-to-value

• 70-80 NPS maintained quarter on quarter

• Streamlined implementation processes using Rocketlane templates for enhanced efficiency and scalability

• Improved client engagement through dedicated customer portal

• Advanced time-tracking capabilities supporting transition to professional services model

"I don't need to go to five different places to pull information to see how we're tracking. I just need one specific centralized location." — Robert, Principal Implementation Manager, Observe.AI

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Observe.AI's Rocketlane Playbook

Market segmentation
Observe.AI’s team developed specialized templates tailored to various deal sizes, including mid-market, enterprise, and strategic transactions. This enables them to allocate their resources and manage costs more effectively by providing insight into the time invested across various customer segments.

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Early warning systems
Rocketlane's early warning system enables them to swiftly identify and address implementation delays. Whenever an implementation is delayed, it prompts the creation of an action plan and keeps the entire team informed. This allows for early intervention in potential delays.

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Slack & Salesforce integrations
With this integration they are able to communicate, and engage with their clients right from their place of work. Furthermore, closing a deal now in salesforce triggers an automated, hands-off process where new deals are effortlessly assigned to an implementation manager and the project plan is set up in alignment with the specific deal requirements.