CLARA Analytics needed a tool to facilitate both internal and customer-facing project management and eliminate the need for multiple tools. They also wanted to improve the way they communicate and collaborate on tasks with their customers. Rocketlane ticked all their boxes.
Lack of collaboration with customers on onboarding projects
Inefficiencies in the onboarding workflow
Poor customer experience during onboarding
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.
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.
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
Director of Customer Success, CLARA Analytics