At Actabl, implementing four distinct products for customers comes with its own complexities. Each product had its own tools and workflows, which made it challenging to streamline operations or provide a consistent experience across the board.

“Each product used a different tool for implementation,” said Stacey Milgram Potzka, Vice President of Operations and Implementations. “None of the tools were designed to support implementation properly, and they didn’t let customers be part of the process. It was chaotic.”

With 40–60% of the implementation effort relying on customers, Actabl needed a better way to engage clients while giving internal teams the structure and visibility required to scale effectively.

“We wanted to provide a seamless process for our customers where they felt a part of the journey,” Stacey shared.

Stacey and her team set out to address these challenges by unifying processes, improving collaboration, and ensuring their customers had a great experience from day one.

Life before Rocketlane

Multiple tools with no structure left teams and customers in the dark

Actabl’s implementation teams were spread across four different tools inherited from its mergers. These tools lacked structure, leaving projects without clear beginnings, milestones, or endpoints. Teams struggled to track progress effectively, and customers were often left in the dark.

“There wasn’t a clear beginning, middle, or end to our implementations. It was just a list of 50 projects with no way to tell where they were.”

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Communication silos delayed project kickoffs by months

Without a unified tool, customer communication relied on emails and phone calls. Updates were inconsistent, leading to long delays. In some cases, customers waited months before implementation began.

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Guesswork-based resource management led to burnout

Resource allocation was based entirely on guesswork. Teams frequently faced burnout due to unclear workloads, and hiring decisions were reactive instead of proactive.

“We didn’t know how many projects an employee could handle. It was gut”

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Life with Rocketlane

“A year ago, four teams, four different tools, no way to measure, everybody was burned out, and now everybody has clarity and direction. That's huge. And I really believe it's because of your tool.” 

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Standardized workflows reduced implementation time by up to 76%

Rocketlane’s structured workflows transformed Actabl’s implementation process. The team reduced mean time-to-implement from 450 days to just 108 for one tool and from 181 to 65 days for another, streamlining project execution.

“One of our tools used to take 450 days to implement. We’re now down to 108. Another team has gone from 181 days to 65 days.”

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Customer portal boosted engagement and reduced escalations

Rocketlane’s customer portal empowered clients by providing a clear view of project progress, tasks, and deadlines. Customers could easily track their responsibilities, improving engagement and reducing delays.

“Even our toughest customers—who dislike change—gave us rave reviews. They love having everything they need in one place without needing to chase us for updates.

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Resource management tools enabled proactive hiring decisions

With Rocketlane’s resource tracking, Actabl can now forecast workload and hire proactively. For example, Stacey’s team knows that when specific tools exceed 38 active projects per person, it’s time to add headcount.

“Now, I can very clearly tell you, for instance, that one tool needs more headcount when active projects exceed 38. Before, we were burning people out because we didn’t have the data to hire proactively.”

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Custom dashboards gave real-time insights into project health and metrics

Rocketlane’s dashboards allowed Actabl to monitor key metrics like time-to-kickoff, mean time-to-implement, and CSAT scores. Stacey’s team could drill down into project-specific data to uncover bottlenecks and optimize processes.

“One of our brands reduced time-to-kickoff from 56 days to -7 days, meaning projects are ready to start ahead of schedule.”

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Over 70 automations streamlined tasks and saved hours of manual effort

With over 70 automations, Actabl streamlined workflows, from tracking delayed projects to monitoring tasks put on hold. This reduced the need for manual follow-ups and allowed the team to focus on higher-value tasks.

“If a project goes on hold, Rocketlane tracks the dates and calculates the actual work time. It’s saved us so much time and effort.”