How Rocketlane helped CLARA Analytics increase their CSAT ratings by 10%
10%
increase in average CSAT ratings
Industry
SaaS
Use case
Customer visibility, Project management, Onboarding
Before
- Lack of customer collaboration and inefficiencies led to poor onboarding experiences
- Difficult to maintain synchronization between internal and customerfacing tracking system
- Repetitive manual updates to project documents were timeconsuming
After
- 10% increase in average CSAT ratings due to improved customer collaboration
- Smoother onboarding with unified task management for internal and external teams
- Enhanced customer experience through seamless communication via the customer portal
CLARA Analytics is a California, USA-based machine learning startup. Their AI-powered insights help customers in the commercial insurance space reduce claim costs and optimize carrier, customer, and claimant outcomes.
CLARA Analytics needed a solution that could:
- Enable timely communication with customers on implementation projects
- Facilitate both internal and customer-facing task management
- Replace multiple tools and reduce inefficiencies in their workflow
The Challenge
- Since the implementation process at CLARA involves multiple teams on both sides, effective communication was crucial for onboarding success.
- The Clara team used to share project plans on spreadsheets and PDFs and any change required all project documents to be updated and reshared. Such repetitive manual tasks were time-consuming.
- The Customer Success team was managing each project on two separate trackers - internal and external. It was painstaking to keep both trackers up to date.
The Solution
I’d recommend Rocketlane to anyone looking to create a better experience for their customers! We’ve received great customer feedback on our onboarding. Rocketlane has helped us focus on building a good relationship with our customers as we go from implementation to adoption.
- Rockelane’s customer portal helped CLARA deliver a consistent and professional customer experience. It allowed teams on both sides to have conversations around implementation projects with ease.
- By unifying the management of internal and external tasks, Rocketlane has made the onboarding process smoother for Clara’s Customer Success team.
- Since Rocketlane allowed embedding external documents on the platform, no data/document/process went out of sight and it made document collaboration convenient for both parties
