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
Want the full story?
Access detailed strategies, outcomes, and best practices in our customer spotlight playbook.
