How Comsense is using Rocketlane to make their customers equal partners in their onboarding process

Rocketlane’s unique onboarding approach helps Comsense build customer collaboration, accountability, and transparency into its onboarding
Kirthika Soundararajan
November 17, 2021
Case Studies
Main Illustration:
Sivaprakash

How Comsense is using Rocketlane to make their customers equal partners in their onboarding process

Rocketlane’s unique onboarding approach helps Comsense build customer collaboration, accountability, and transparency into its onboarding
Kirthika Soundararajan
November 17, 2021
Case Studies
Main Illustration:
Sivaprakash

In This Post

We love how Rocketlane allows us to include clients in every step of our onboarding journey. From managing tasks to tracking them to ensuring customers have just the visibility they need, Rocketlane has enabled our team to craft truly collaborative onboarding experiences for our customers. 
Stephen A, Director of Customer Success, Comsense Inc.

About Comsense Inc.

For over 30 years now, Toronto-based Comsense has provided software systems and support to the construction industry across North America. 

Currently, they’re focused on developing ERP software solutions designed from the ground up to suit the unique and complex requirements of the architectural door, frame, and hardware distribution industry. 

Stephen A heads the Customer Success team responsible for customer onboarding, direct support, and customer training.

The challenge: Managing, tracking, and ensuring accountability for multiple customer onboarding projects with a lean team

Given the nature of their industry, their customer success strategy relied heavily on accelerating their customers’ go-live journey and ensuring the timely management of the tasks required to get them there.

Stephen was looking for a tool that would help his team manage and track these tasks while ensuring visibility for the customers and the accountability needed to complete them at their end. 

The Solution: A robust feature set that enables collaboration, transparency, and accountability on both sides of the onboarding process

Rocketlane gave us the unique opportunity to include clients in the onboarding journey while still focusing on our internal priorities such as tracking milestones, time tracking to fine-tune and improve our processes. This has helped amp up internal and external accountability on all our onboarding projects.

Besides the benefits of improved customer collaboration and an effective way to set realistic and agreed-upon expectations, the Comsense CS team found additional benefit in the embedded playbooks that helps them craft customized yet consistent onboarding experiences for their old and new clients.

The Result: A truly collaborative onboarding process with a clear focus on transparency and accountability 

With Rocketlane, Comsense has an onboarding process that benefits from: 

  • Clear visibility of expectations and commitments from the customer end
  • Transparency for the customer without the risk of disclosing internal data/tasks/conversations 
  • Embedded playbooks to cater to different customer types
  • Data and tracking to benchmark and fine-tune the onboarding process and realize revenue opportunities 

Testimonial

I’d recommend Rocketlane to anyone looking to improve the effectiveness of their customer onboarding process. 
A bonus is the pre-purchase session with the Rocketlane team that ensured we knew exactly how we could make the most of all of Rocketlane’s features in our unique context.

Watch Stephen's full testimonial here:

Let’s talk about how Rocketlane can help you accelerate time-to-value and provide a delightful, collaborative experience for your customers. Book your demo here!

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Kirthika Soundararajan
Content Marketer @ Rocketlane

All things content at Rocketlane. I run on coffee and cat videos. Follow me on Twitter @kirthikasrajan

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