How parcelLab uses Rocketlane to drive customer engagement during onboarding

Caroline Heil of parcelLab shares how Rocketlane boosts customer experience and improves project efficiency in just three months of use.
Varun Singh
March 9, 2022
Case Studies
Main Illustration:
Sivaprakash

How parcelLab uses Rocketlane to drive customer engagement during onboarding

Caroline Heil of parcelLab shares how Rocketlane boosts customer experience and improves project efficiency in just three months of use.
Varun Singh
March 9, 2022
Case Studies
Main Illustration:
Sivaprakash

In This Post

Rocketlane reflects our commitment to making things great for customers and adding value to them. Our recent customer feedback has shown that our customers appreciate the transparency we can provide them through Rocketlane. They now know what to do, they’re better engaged, and we see far fewer queries and questions from them on the status of their projects.
Caroline Heil, Lead - Technical Account Management

About parcelLab

parcelLab is a leading Operations Experience Management platform globally. The platform brings people and brands together by closing the experience gap post-sales and beyond. parcelLab has been instrumental in helping global brands such as IKEA, Bose, Puma, Farfetch, and Nespresso transform operational complexity into opportunities to create lasting customer relationships. And for their customers, it means turning mundane operational moments into moments of joy. Find out more at parcelLab.com

Onboarding at parcelLab

The onboarding team consists of 11 implementation managers, who handle around 3-8 customers (a combination of enterprise customers and SMEs) each. The team takes over after the sales cycle and works closely with the sales and account management teams who own the commercial aspects of the customer relationship.  

One of the KPIs for the parcelLab implementation team is adding value quickly. To this end, one of their key focus areas is to equip the team with the right tools and resources that would:

  1. Create better solutions for their customers
  2. Enable them to go live quickly

The Challenges

Matching rapid growth with scalability

Given their hypergrowth stage, the onboarding team at parcelLab sees things rapidly evolving week on week. Their team of implementation managers handles 50+ projects at a time. Each onboarding project had repetitive manual tasks that posed a scalability challenge.

Overdue projects with no clarity on the reasons for the delay

parcelLab’s customer onboarding is designed to be much tighter in scope and shorter in duration to enable faster go-live. Customer engagement is critical to making this happen.

In the absence of a platform that facilitated efficient customer collaboration and ensured transparency, customers were often left unaware of what needed to be done at their end. This often led to overdue projects with no visibility into the reasons for the delay.

Current project management tools had reached their limits

Customers needed to work closely with the implementation team on parcelLab’s project management plans. These generic tools, though great for knowledge management and internal use, fell short in the areas of customer collaboration and reporting. Customers couldn’t track unfinished tasks or view status updates, without being logged in at all times.

The Solution

Caroline was looking for a tool that would increase customer engagement and improve customer experience while eliminating operational inefficiencies within the onboarding workflow. This was when she came across Rocketlane.

‘This is us, this is what we need, and these are our stumble stones!’  That’s what I felt when I saw the Rocketlane demo. It’s clear that you were not looking to create just another tool, but something that provides a special experience. I was very impressed by the thought and effort that had gone  into details, how aware you were of the details that make a difference, and the challenges onboarding teams face.
Caroline Heil

The Results

We’ve seen improved customer satisfaction and project efficiency in three months of using Rocketlane.
Caroline Heil

Rocketlane’s features built for project management efficiency, customer collaboration, and transparency, helped the parcelLab team:

  1. Drive their customers to quicker go-live with improved engagement thanks to the transparency and accountability it enables  
  2. Improve operational efficiency and enable scale by eliminating manual/repetitive busywork so the team could focus on creating better solutions for their customers
  3. Ensure better customer experience through features such as magic links for seamless customer access, drag-and-drop status updates for easy reporting, and presentation mode for project walkthroughs. 
In all our interactions with the Rocketlane team, we felt like we were on the same ship and on the same journey – that the team wanted to enable us to use Rocketlane in the best way possible.
Caroline Heil

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

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Varun Singh
Product Evangelist @ Rocketlane

Marketer and product evangelist peeling different layers of life with constant learning. Follow me on Twitter @VarunKPSingh

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