How parcelLab uses Rocketlane to drive customer engagement and achieve a 10% increase in CSAT ratings

About parcelLab

parcelLab is a company in the EMEA region that handles over 50 implementation projects simultaneously.

The Challenge

parcelLab's implementations team handles 50+ concurrent projects with repetitive manual tasks, creating scalability challenges during their hyper-growth phase. Customers lacked visibility into project requirements and their required responsibilities, causing missed deadlines without clear root cause identification. The team and customers needed close collaboration on project plans, but generic tools failed to enable this essential partnership.

The Solution

Rocketlane enabled faster project delivery, enabling quicker customer value realization. Reusable project plan templates eliminated repetitive manual tasks. UX features such as magic links for portal access, drag-and-drop status updates, and presentation mode for walkthroughs enhanced the onboarding experience.

The Impact

•  10% increase in CSAT ratings

•  Faster project delivery enabling quicker customer value realization

•  Eliminated operational inefficiencies

"Our recent customer feedback has shown that our customers appreciate the transparency we can provide them through Rocketlane. Customers now know what to do, they're better engaged, and we see far fewer queries and questions from them on the status of their projects." — parcelLab