We spoke to Shekar Murthy, Chief Customer Officer at Yellow.ai, about how they use Rocketlane to streamline and stay on top of their onboarding projects. 

Here's what Shekar has to say about his experience using Rocketlane.

About Yellow.ai

Yellow.ai is a leading conversational AI platform. They use dynamic human and AI agents to provide a superior and differentiated customer experience. They help elevate the business-to-consumer, business-to-employee interactions of every enterprise worldwide and make them more intuitive, personal, and real-time. They provide automation across text and voice in over 120 different languages. 

Yellow.ai serves 1000+ customers spread across 70+ countries. 

Onboarding and Implementation at Yellow.ai

The Customer Success teams at Yellow.ai handle anywhere between 300-350 concurrent projects at any given time. Their sprints are typically agile, and they take about two to four weeks to execute. 

A typical implementation workflow involves 300+ professional services resources at any time. In less than 48 hours post signing the contract, they initiate the kickoff proceedings with their customers. 

The implementation timeline for Yellow.ai entirely depends on the complexity of their projects. While some projects take less than two weeks to go live, there are ongoing engagements with their customers where they continue to provide services in various phases of the project implementation. This usually goes on for three to four months.

And there are certain projects for which they continue to manage services during the entire term of the contract, which could last anywhere between 24 to 36 months. 

From a customer standpoint, their top goal is to provide a seamless onboarding experience for every customer. Time-to-market and enabling faster go-lives are key metrics used to measure how effective their approach is. 

The Challenge

Running 300+ projects on tools that do not allow easy collaboration with their clients was a nightmare. They tried experimenting with different tools like Google Sheets, Jira, and Zoho Projects. While some of these tools partially met their requirements, they often failed to measure up to their expectations regarding collaborative project management. 

Not having the right visibility into how much progress was made on each project and which projects needed immediate attention were critical information pieces they didn’t have access to.

The Solution

Yellow.ai needed a tool to streamline their onboarding process and manage projects alongside their customers. 

The fact that Rocketlane could do this well and help them manage their resource utilization and forecasting has been a boon for Yellow.ai. They can now forecast project statuses and capacity, and use the data to plan their implementation projects in advance.

The Transformation

With Rocketlane, Yellow.ai is able to consistently deliver a positive experience for all its clients. Here are some of the benefits they’ve realized after using Rocketlane for all their onboarding and implementation projects:

1. At least a 15% reduction in their go-live times
2. They’ve saved more than 50,000 hours globally on an annual basis
3. Their customers are always in-sync with their team since they have all project-related updates at their fingertips

Is Rocketlane for you?

Book a demo with us to learn how Rocketlane’s onboarding platform can help you design delightful onboarding journeys for your customers.