Region
US
Industry
Hospitality Technology / SaaS
Use case
Documentation, Onboarding, Agentic Automation, Project Delivery
Before
After
Actabl is a hospitality technology company whose products help hotels and hospitality businesses run more efficiently. Its onboarding organisation sits at the centre of every new customer's experience, covering implementation, professional services, operations, learning and development, and community, all managed within Rocketlane.
Stacey Milgram Potzka, VP of Operations and Implementation at Actabl, oversees a team running hundreds of concurrent projects across multiple brands, with project plans typically spanning two to three months. At any given time, one brand alone carries more than 600 live projects, making documentation accuracy and consistency a significant operational challenge at scale.
Every project at Actabl produces a review and acknowledgement document: a formal record of what the customer purchased, what was delivered, and what was deferred or removed. Producing it meant pulling contract data from Salesforce, cross-referencing it with Rocketlane, and manually maintaining a Google Sheet throughout the project lifecycle. Three disconnected systems. No automated handoffs. And an unwavering dependency on individuals getting every step right, every time.
To produce a close-out document, the team had to navigate between Salesforce for contract data, Rocketlane for project activity, and a Google Sheet that someone maintained by hand throughout the engagement. Any one of those sources could fall out of sync without any visible signal that something had gone wrong.
"It's really this combination of the initial stagnant data coming out of Salesforce into our tool, us living and breathing the project as we update this form, and then this form. Hopefully nobody goes in there and does anything they shouldn't do."
When a customer added or removed scope mid-project, someone had to remember to go back to the Google Sheet and update it accordingly. Miss a change order and the final document delivered at close-out would not reflect what actually happened. This is how Actabl formally marks the end of implementation and signals to the customer that the engagement is complete and gives them confidence in what was delivered. Any inaccuracy undermines that moment.
The team had wired together Zapier to handle some of the handoffs between systems. It worked, until it didn't. Zapier stopped processing without any visible warning, and the team discovered the outage only after hundreds of fields had to be manually updated to catch up. The process had been running for three years. Stacey knew from the day it was built that it was not a long-term answer, but the Zapier failure made the fragility impossible to ignore any longer.
"When we built this, this wasn't something I wanted to do long term because it just takes so much work. But it's so important at the end of the project that we deliver this document to the customer so they know that implementation is done."
With more than 600 live projects running at any given time across a single brand, the cumulative burden was enormous. Close-out forms, intake forms, workbooks, and project documents: all produced manually, all dependent on individuals maintaining accuracy across three disconnected systems, and all consuming approximately one hour per project at completion.
An AI agent that reads your project data and writes the document for you, so your team reviews and validates, rather than builds from scratch.
Actabl had already used Zapier, ChatGPT, and other automation tools to reduce manual work. The problem with external integrations was not capability; it was reliability. When a third-party service goes down, the automations built on top of it stop firing without warning. The appeal of Rocketlane's Documentation Agent was something fundamentally different: intelligence contained inside the single system the team already relied on, with no external dependencies that could silently fail.
Rather than a project manager pulling data from Salesforce, reconciling it with Rocketlane, and populating a Google Sheet by hand, the Documentation Agent reads live project data directly from Rocketlane and generates the close-out document automatically. It knows what was scoped, what was delivered, and what changed, because all of that information already lives in the system. The team's role shifts from production to validation: a fundamentally different use of their time.
"If everything within Rocketlane is contained and it works and it's looking at all of the information within Rocketlane, it's not going to break. It's going to be contained. It's something that we can teach and it's going to get stronger."
Because the Documentation Agent runs entirely within Rocketlane, there is no Zapier webhook to monitor, no external API to maintain, and no silent failure mode where hundreds of fields fall out of sync before anyone notices. The agent draws from the data that already lives in Rocketlane, applies it to the close-out document, and produces output the team can trust, without any of the fragility that brought the old system down.
Under the old system, a change order mid-project required someone to remember to go back to the Google Sheet and update it. Under the Documentation Agent, the agent reads the live project state in Rocketlane. When scope changes, the data changes. The close-out document reflects reality, not a manually maintained record that may or may not have been kept up to date.
The review and acknowledgement form is the immediate use case, but Stacey sees it as the entry point to a broader transformation. Actabl's documentation burden extends across intake forms, workbooks, and multiple documents that run throughout each project. Once the team has built confidence with the Documentation Agent on the close-out form, the same approach applies upstream: a connected set of documents, all drawing from the same Rocketlane data source, accurate and consistent without the manual effort.
"This would be just scratching the surface for us. We have intake forms, we have workbooks, we have tons of information that comes into our project that today is done manually. I believe it's going to take hours of work off of our team."
The Documentation Agent now reads every relevant data point from Rocketlane and produces the close-out document without requiring a team member to touch three separate systems. What previously consumed approximately one hour per project at completion, across hundreds of concurrent projects, now happens automatically. That time has been redirected to customer engagement, deeper configuration work, and relationship-building.
Under the old system, a missed change order or a data discrepancy between Salesforce, Rocketlane, and the Google Sheet could make it all the way into the document delivered to the customer at close-out. The Documentation Agent eliminates that risk: it reads from one source of truth and produces one document. There is no reconciliation step where things can go wrong.
The agent handles the first pass. The team reviews and acts on the output. That shift from manual production to intelligent validation is what Stacey sees as the real transformation. It does not just save hours. It changes the nature of the work, and with it, what the team is able to build for customers.
Intake forms, workbooks, and project documents are next. Each one that the Documentation Agent takes over is one more hour redirected toward the work that actually grows the business. The agent learns, it gets stronger, and the team's capacity for strategic work compounds with every document it automates.
"If we can set the tone in onboarding, we can set the tone for the whole company thereafter. You can't build a house on a cracked foundation, and I look at documentation and other AI tools as all of that cool concrete that goes in the bottom of a foundation so that the house is solid."
Access detailed strategies, outcomes, and best practices in our customer spotlight playbook.
Professional Services & Consulting
Professional Services & Consulting
Copyright © 2025 Rocketlane Corp. All rights reserved.
