SupportLogic, a rapidly growing company, faced significant challenges in managing customer onboarding projects as their employee numbers swelled from 70-80 to nearly 130.

Under the leadership of Braxton Clement, Senior Director of Customer Onboarding, the company sought to revolutionize their approach. Braxton brought a wealth of experience from his six-year tenure at Apple and his time at SecureLink, a startup, where he honed his skills in customer onboarding and team building in high-growth environments.

Previously reliant on spreadsheets and GuideCX, SupportLogic's onboarding process was inefficient and outdated, which Braxton described as being in the "dark ages." It took an unsustainable 112 business days for customers to go live.

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SupportLogic needed a solution that could:

• Replace spreadsheets for onboarding new customers
• Improve efficiency and collaboration between team members
• Offer better reporting capabilities to measure progress and customer engagement

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The Challenge

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Lack of a centralized system

The lack of a structured onboarding process and reliance on spreadsheets hindered collaboration and communication. Team members often found it difficult to keep track of customer requirements, progress, and deadlines, leading to delays and misunderstandings. The absence of a centralized system also made it challenging to identify bottlenecks and areas for improvement in the onboarding workflow.

GuideCX failed to meet their expectations

Additionally, their previous onboarding tool, GuideCX, fell short of expectations in several areas. Its user interface was cumbersome and unintuitive, leading to frustration and a steep learning curve for onboarding team members. The reporting capabilities were limited, making it difficult to track project progress, measure customer engagement, and identify areas of improvement. It required a lot of workarounds to address even the simplest of issues. GuideCX was also charging them a hefty sum for even basic time tracking capabilities.

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In order to bring order to chaos and establish a streamlined onboarding process, Braxton sought a solution that would improve efficiency, collaboration, and reporting. After encountering several limitations with Guide CX, they decided to implement Rocketlane.

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The Solution

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"Being able to figure out and very easily identify which projects and tasks are running late, on time, and ahead of time is super helpful I must say that I have not been disappointed with any of the solutions and offerings Rocketlane has provided. I truly appreciate your thoughtful approach and attention to detail in every aspect."

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Customized onboarding at scale

Firstly, Rocketlane's dynamic templating capabilities proved to be a significant time-saver. Braxton's team could now create project plans tailored to each customer's unique requirements automatically. This eliminated the need for manual planning and reduced the chances of overlooking crucial steps in the onboarding process.

Salesforce integration for automatic project creation

Rocketlane seamlessly integrated with Salesforce, the platform SupportLogic used as their customer relationship management (CRM) platform. The integration required no administrative intervention, ensuring a smooth data flow and eliminating the need for manual data entry. Projects on Rocketlane were automatically created with the right phases and tasks whenever a deal was marked as “closed” on Salesforce.

Time tracking to the rescue

Rocketlane's time tracking functionality, integrated with their calendars, made it effortless for team members to log their work hours accurately. This improved overall efficiency by eliminating the need for manual time tracking and reducing the chances of errors or omissions.

Comprehensive reporting

Rocketlane's reporting capabilities provided valuable insights into project progress, task completion, and customer engagement. The comprehensive reports generated by the platform allowed Braxton and his team to track utilization, measure billable hours, identify bottlenecks, and make data-driven decisions for continuous improvement.
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Measuring TTV using Interval IQ

Using Rocketlane's Interval IQ, they could clearly identify crucial project milestones and accurately gauge the time spans between them. This feature allowed them to measure their time-to-value effectively. They could now easily track metrics such as the duration it takes for their team to access customer data and the time it takes for customers to validate their efforts.