How Spendflo increased their TTV by 50% and delivers a 7-star customer experience

About Spendflo

Spendflo helps companies save up to 30% on their technology spending by giving finance, IT, and procurement teams complete visibility into their tech stack, orchestrating procurement processes, and driving significant cost savings.

Rajiv Ramanan, co-founder of Spendflo shared that the company is committed to delivering exceptional "seven-star" customer experiences.

However, they found themselves in a bit of a pickle. Their onboarding process, involving multiple departments and stakeholders, often took weeks. The reliance on tools like spreadsheets and emails only added to the complexity, making it harder to deliver the level of service they aimed for.

Realizing this, Spendflo knew they needed a better solution to centralize their onboarding, streamline communication, and give customers more visibility throughout the process.

The Challenge

Managing complexity across multiple stakeholders

Spendflo's onboarding process wasn't straightforward. It required interacting with multiple stakeholders like finance leaders, IT heads, and procurement teams within each customer organization to get the workflows up and running. These added layers of complexity made it challenging to keep everyone on the same page.

Communication and data were all over the place

With communication scattered across emails, Google Sheets, and Excel, data was everywhere. This disjointed approach made it hard to get a clear, single view of all the projects happening at once and often left the team scrambling to catch up.

Lack of central visibility for customers

Without a single platform to manage all customer interactions, documentation, and tracking, Spendflo struggled to keep everything in one place. This lack of centralized visibility made it tough to deliver the consistent, high-quality experiences they aimed for.

Being reactive instead of proactive

Because of the scattered tools and data, the team found themselves being more reactive than proactive when it came to solving customer problems. They were constantly responding to issues as they popped up rather than anticipating and preventing them, which wasn't the level of service they wanted to provide.

Limited automation and inefficient workflows

The tools Spendflo initially relied on lacked the automation they needed. They were doing a lot of manual work, which slowed things down and made it difficult to deliver a seamless customer experience.

"So our onboarding process is multi-department and multi-stakeholder, which was adding to the complexity when we were trying to manage it all through spreadsheets and through emails."

"Communication was scattered, data was scattered. We did not get a single view of several projects that we were running, at once."

"Soon we realized that the amount of automation that was required within those tools was not supporting the kind of experience we want to deliver to our customers." — Rajiv Ramanan, Co-founder, Spendflo

The Solution

Measuring Time-to-Value with confidence

They have different milestones set up for every project, and Rocketlane allows them to pinpoint exactly when each milestone is achieved. Each milestone is tied to specific value delivery moments—like the first value delivered or the "wow" moment for the customer. This allows them to manage and celebrate every critical moment in the customer journey effectively.

Complete visibility on every onboarding

With Rocketlane, Spendflo now has full visibility into every aspect of their onboarding process—whether it's by stage, activity, task, or owner. The detailed reports available through Rocketlane have been crucial in giving them real-time insights into their progress.

Centralized collaboration with customers

Managing dependencies was a challenge for Spendflo, as it required action not just from their team but also from their customers in terms of sharing documentation, providing approvals, and collaboration. Now, with Rocketlane, all these interactions occur in one centralized location, enabling seamless collaboration on onboarding tasks.

Customers are not in the dark anymore

With Rocketlane, sending weekly status updates has become straightforward. The customer portal creates shared ownership between Spendflo and their customers, ensuring everyone is looking at the same data. Customers can see what tasks they own, understand why there might be delays, and identify any risks involved. Making everything simpler and more transparent.

Reduced time spent on consolidating reports

Previously, their team spent a lot of time consolidating data across different projects. Now, with Rocketlane, they have access to real-time reports that provide status updates across all projects, teams, and ownerships, saving time and reducing manual effort.

Spendflo's Rocketlane Playbook

Before implementing Rocketlane, Spendflo struggled to measure customer satisfaction due to manual surveys with low response rates. Now, they send CSAT and other surveys directly through Rocketlane, capturing quantifiable feedback to better understand customer experiences. Rocketlane's Interval IQ feature allows Spendflo to identify risks early by tracking key events and milestones throughout each implementation. This real-time visibility helps them address potential issues proactively, ensuring projects are completed on schedule.

"A major aspect that we use RocketLane for is sending our weekly reports to our customers. Now it's become very simple, there's shared ownership between us and the customers on a single data source, that is Rocketlane." — Rajiv Ramanan, Co-founder, Spendflo

The Impact

With Rocketlane, Spendflo increased their time-to-value by 50%, cut reporting time in half, and now delivers onboarding with complete visibility and shared ownership between their team and their customers.

"If you ask me one thing that I'm super proud of and that has changed in Spendflo over the last seven, eight months is our onboarding department and the way we do our onboarding to our customers."

"My team is much more productive. I don't need to hire a lot more people for onboarding to deliver the same amount of experience." — Rajiv Ramanan, Co-founder, Spendflo