Carly Mawer, Implementation Team Manager at Tevera, talks about how Rocketlane helps them improve engagement with their members, templatize their process, and reduce the overall time it takes to onboard new customers. 

About Tevera 

Tevera is an ed tech software company that elevates the helping professions with solutions to simplify field and program management, accreditation and assessment, pre-licensure, supervision, internship, and employment. They empower students, faculty, and leadership teams in the helping professions by providing them with the tools they need to serve their communities. They are currently a 63-member strong team.  

Onboarding and Implementation at Tevera

Tevera's primary goal is to provide an onboarding experience that turns its customers into confident and competent users.

The number of projects they handle varies depending on the time of the year. In their busiest months, they have around 30-odd projects running concurrently.

"We want them to understand the product deeply. And we also strive to make sure our members' database is built out thoughtfully and according to best practices so that they are set up to succeed throughout their journey with Tevera." - Carly Mawer, Implementation Team Manager at Tevera

Tevera's implementation team consists of six implementation and product coaches. However, they also work closely with a two-member services team who handle the technical aspects of implementing the programs.

The implementation process takes about six to ten weeks on average. It varies significantly based on the size of the program(s) they're helping their members with. 

It starts with an initial building phase which involves collecting all of their unique data. They'll then import or build this data into their platform. Then comes the training phase, where they make sure their members understand how best to use what Tevera has created for them. 

The Challenge

"We've come to realize that if our members aren't able to use the product successfully early on, say within the first six to nine months of adoption, they're more likely to churn. This is why it's integral that they see value in Tevera and are set up for success right from the beginning." - Carly Mawer

Their onboarding process has always been challenging in terms of engaging the members. They only have a limited amount of time they can spend onboarding each member, so making sure that everyone is engaged and understands the tasks and milestones involved in the process is critical during the early period. 

The previous platform Tevera used didn't have a high level of engagement. The tool itself wasn't intuitive; their team members found it a little cumbersome, which created tension in the learning outcomes they were trying to achieve. 

Tevera was looking for a platform to alleviate some of these challenges and allow their users to focus on learning how Tevera worked rather than spending additional time learning the workings of a separate onboarding software. 

The Solution

When they were experiencing multiple challenges during onboarding new customers, they decided to watch a Rocketlane demo and got excited about the new possibilities Rocketlane could offer them. 

Rocketlane offered the flexibility they needed, which they couldn't find in other tools. The in-built communication and the ability to assign and tag tasks in chats helped them send thoughtful follow-ups and keep everything contextual with their customers. 

The Transformation

Some of the benefits they noticed after using Rocketlane are listed below. 

1. The flexibility of using and editing templates made life far easier for them. It also allowed them to improve their onboarding process and incorporate feedback easily and continuously. Their process now doesn't feel locked-in in any way. 
2. The average project duration has been reduced by 20%.
3. User engagement has gone up by several notches. 
4. Their members have more clarity about what they need to be doing at every stage, making task completion faster. 
5. The average CSAT score has gone up by 10%.

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.