How Vidyard is using Rocketlane to achieve 20% faster implementations and 3x more CSATs

About Vidyard

Vidyard is a video platform that enables businesses to create and share personalized videos throughout their entire sales cycle. It provides a comprehensive suite of tools for creating, editing, and distributing videos, making it easier for companies to engage with their audience and drive business results. Vidyard's platform also includes analytics and tracking features, allowing businesses to measure the performance and impact of their video content.

The Challenge

Complex onboarding process: Before Rocketlane, Vidyard relied on spreadsheets to track projects and used Salesforce for customer data management. Managing these separate systems became increasingly challenging as their team grew, involving manual tracking and exporting of data, which proved to be time-consuming and inefficient.

Limited visibility: Vidyard struggled with visually representing the onboarding journey with customers and had limited visibility into how customers were progressing during the project, making it difficult to identify areas of improvement and provide timely support.

Difficulty hosting content: Vidyard faced challenges while hosting and engaging customers with their content (video calls, slide decks, and other training materials), resulting in limited customer interaction.

Workflow inefficiencies: Vidyard spent considerable time tracking and updating projects using their previous system, which was cumbersome and slow, limiting customer interactions.

The Solution

Key solutions implemented:

•  Rocketlane's Salesforce integration seamlessly connected systems, with projects automatically created when deals closed in Salesforce

•  Enhanced visibility and project management through streamlined onboarding processes with clear instructions and easy-to-use interface

•  Customizable checklists and templates for tailored onboarding experiences

•  Chat functionality for seamless team and customer collaboration

•  Content hosting within Rocketlane for video recordings and slide decks

•  CSAT survey implementation at various project stages for continuous engagement

The Impact

"Rocketlane has been instrumental in helping us reduce time to value. By tracking each task and milestone, we can easily visualize how quickly customers are progressing through the implementation process. Updating all our projects now takes just a fraction of the time it used to. This means we have more time available for our customers to give them that personal touch." — Marija Ilic & Eric Letourneau, Director of CS & Senior Implementation Manager, Vidyard