How Actabl eliminated three-system manual documentation across 600 concurrent projects with Rocketlane Nitro

About Actabl

Actabl is a hospitality technology company whose products help hotels and hospitality businesses run more efficiently. Its onboarding organisation sits at the centre of every new customer's experience, covering implementation, professional services, operations, learning and development, and community all managed within Rocketlane.

Stacey Milgram Potzka, VP of Operations and Implementation at Actabl, oversees a team running hundreds of concurrent projects across multiple brands, with project plans typically spanning two to three months. At any given time, one brand alone carries more than 600 live projects, making documentation accuracy and consistency a significant operational challenge at scale.

The problem: three systems, one document, and too much room for error

Every project at Actabl produces a review and acknowledgement document: a record of what the customer purchased, what was delivered, and what was deferred or removed. Producing that document required pulling contract data from Salesforce, cross-referencing it with what lived in Rocketlane, and maintaining a Google Sheet manually throughout the project lifecycle. Three systems, no automated handoffs, and a high dependency on individuals getting it right at every step.

The process had been running for three years.Stacey knew from the day it was built that it was not a long-term answer. What forced the conversation was a concrete failure: Zapier, which handled part of the automation linking those systems, stopped processing without any visible warning. The team discovered the outage only after hundreds of fields had to be updated manually to catch up. That incident made the fragility impossible to ignore.

Project data lived in three places and had to be reconciled by hand

Producing the close-out document meant navigating between Salesforce for contract data, Rocketlane for project activity, and a Google Sheet maintained manually throughout the engagement. Any one of those sources could fall out of sync without a clear signal that something had gone wrong.

"It's really this combination of the initial stagnant data coming out of Salesforce into our tool, us living and breathing the project as we update this form, and then this form. Hopefully nobody goes in there and does anything they shouldn't do."

Change orders introduced compounding risk

When a customer added or removed scope mid-project, someone had to remember to go back to the Google Sheet and update it accordingly. Miss a change order, and the final document delivered at close-out would not reflect what actually happened. This document is how Actabl formally marks the end of implementation and gives customers confidence that the engagement is complete. Any inaccuracy undermines that moment.

Manual work at scale that was never meant to be permanent

With more than 600 live projects running at any given time across a single brand, the cumulative documentation burden was substantial. Close-out forms, intake forms, workbooks, and project documents: all produced manually, all dependent on individuals maintaining accuracy across three disconnected systems.

"When we built this, this wasn't something I wanted to do long term because it just takes so much work. But it's so important at the end of the project that we deliver this document to the customer so they know that implementation is done."

The shift with Rocketlane Nitro

Actabl had already used Zapier, ChatGPT, and other automation tools to reduce manual work. The problem with external integrations was not capability. It was reliability. When a third-party service goes down, the automations built on top of it stop firing without warning. The appeal of Rocketlane's documentation agent was containment: everything within a single system that the team already relied on, with no external dependencies that could silently fail.

A contained system that cannot break at the seams

Because the documentation agent runs entirely within Rocketlane, it does not depend on third-party integrations. There is no Zapier webhook to monitor, no external API to maintain, and no silent failure mode where hundreds of fields fall out of sync before anyone notices. The agent draws from the data that already lives in Rocketlane, applies it to the close-out document, and produces an output the team can trust.

"If everything within Rocketlane is contained and it works and it's looking at all of the information within Rocketlane, it's not going to break. It's going to be contained. It's something that we can teach and it's going to get stronger."

Removing the mental load that accumulates at scale

With 600 or more live projects running at once across a single brand, the cognitive weight of tracking every form, every change order, and every close-out detail across three systems is significant. Taking even ten hours of that work off each person's plate redirects attention toward the parts of the job that require a human: deeper configuration, stronger customer relationships, and faster project progression.

A foundation for the full document lifecycle

The review and acknowledgement form is the immediate use case, but Stacey sees it as the entry point to a broader transformation. Actabl's documentation burden extends across intake forms, workbooks, and multiple documents that run throughout a project. Once the team has built confidence with the documentation agent on the close-out form, the same approach applies upstream. The goal is a connected set of documents that all draw from the same Rocketlane data source: accurate, consistent, and far less labour-intensive to maintain.

"This would be just scratching the surface for us. We have intake forms, we have workbooks, we have tons of information that comes into our project that today is done manually. I believe it's going to take hours of work off of our team."

What's next

Stacey vision for the next one to two years is a team that spends its time validating and acting on agent output rather than producing raw documentation from scratch. The close-out form is the first agent. Intake forms, workbooks, and project documents are next. The goal is a connected set of documents that all draw from the same source of truth in Rocketlane, removing the reconciliation burden that has sat across the team for three years.

Beyond documentation, she sees the agent layer as the thing that allows the team to grow in their roles. Where manual documentation keeps people focused on execution details, removing that burden creates space for customer strategy, nuanced configuration decisions, and the kind of relationship depth that turns an onboarding team into a long-term growth engine. Implementation sets the tone for everything that follows.

"If we can set the tone in onboarding, we can set the tone for the whole company thereafter. You can't build a house on a cracked foundation, and I look at documentation and other AI tools as all of that cool concrete that goes in the bottom of a foundation so that the house is solid."