How Kojo cut onboarding time by 75% with Rocketlane
Industry
SaaS
Use case
Onboarding Management, Project Templates, Customer Collaboration, Salesforce Integration
Before
- The Kojo team used multiple disconnected tools like Salesforce, Monday.com, and Google Sheets, which made collaboration messy and siloed.
- No centralized tracking and, hence, lacked visibility into project health, risks, and progress.
- Documentation and updates required constant, time-consuming effort, leading to manual overhead
After
- All onboarding activities are tracked and managed in a unified place, seamlessly integrated with Salesforce and Slack.
- Projects auto-initiate, tasks update in real-time, and health scores track progress without manual effort.
- The onboarding is faster, and cycle time is cut by up to 75%, with clear, transparent collaboration between both teams and customers.
Kojo is a leading construction management platform that transforms how contractors and construction teams manage their material procurement.
With rapid growth and an expanding customer base, Kojo needed a robust way to standardize and scale its customer onboarding experience, and that’s where Rocketlane stepped in.
Maddie Arthur leads Kojo’s Customer Onboarding team, ensuring new customers get off to a strong start and quickly see value in the platform. With a sharp focus on operational excellence, Maddie champions process improvements and cross-functional collaboration to deliver seamless onboarding at scale. She’s successfully implemented Rocketlane at Kojo to optimize workflows, enhance customer transparency, and drive measurable outcomes.
Life before Rocketlane
"We were juggling Salesforce, Monday, and Google Sheets, and honestly, it was chaos. We needed something that could pull it all together. Our Slack was blowing up with updates from everywhere, and we were constantly context-switching. It just wasn’t sustainable."
No single source of truth
Managing 70+ onboarding accounts simultaneously, the team faced significant operational hurdles. There was no consolidated way to track project health, risks, or progress.
Disconnected systems
The team used Salesforce for sales tracking, Monday.com to manage projects, and Google Sheets for customer collaboration. This led to siloed communications and a lack of transparency across teams.
Scaling pains
As onboarding volume grew, keeping documentation up-to-date and tracking risk proactively became nearly impossible.
Life after Rocketlane
With multiple tools causing silos and inefficiencies, the team needed a single platform to bring order and visibility to their onboarding process. Rocketlane delivered exactly that: a centralized hub that simplified operations, enhanced customer collaboration, and integrated seamlessly with its existing tech stack.
‘’We have a leadership dashboard with all key fields pushed from Rocketlane into Salesforce. Every two weeks in our executive meetings, we pull it up and instantly see real-time progress across all onboarding projects. Plus, Rocketlane let us build a robust onboarding success score that ties everything together.’’
Cost-effective and consolidated
Kojo replaced multiple expensive platforms (like Monday and Front) with Rocketlane’s all-in-one solution, cutting costs while expanding capabilities.
Seamless Salesforce integration
Salesforce, being the company’s CRM backbone, synced effortlessly with Rocketlane, ensuring smooth data flow and continuity.
Real-time Slack updates
Custom Slack integrations via Zaps kept teams informed instantly, bridging communication gaps across onboarding projects.
User-friendly admin
Rocketlane’s intuitive interface made it easy to update templates and processes without needing a dedicated CS Ops team, critical for their fast-moving environment.
Customer-facing portal
Unlike competitors, Rocketlane offered a dedicated portal where customers could actively monitor progress and stay engaged, elevating the overall onboarding experience.
"We’ve literally cut onboarding times in half or better. It’s been a game-changer for our customer experience."
Kojo’s Rocketlane Playbook
Standardized project templates
Kojo moved from fragmented onboarding to standardized project templates in Rocketlane. This helped their team deliver consistent, repeatable onboarding experiences, reducing variability across customer projects and improving overall efficiency.
Automations that saved significant time
Their team built rule-based automations (e.g., auto-assigning tasks, risk alerts, triggering reminders), which cut down manual admin work and helped onboarding managers stay focused on customer engagement. Automations also kept projects on track without constant oversight.
Bottleneck discovery from intuitive reports
Leveraging Rocketlane’s reporting feature, Kojo tracked key metrics like time-to-value and task completion rates and surfaced process bottlenecks, helping leadership make data-backed decisions to optimize onboarding continuously.
Zero missed steps with task management
Kojo’s onboarding managers benefited from centralized task views and ownership clarity, ensuring nothing slipped through the cracks as they scaled onboarding across a growing customer base.
Knowing customers’ instant pulse with CSAT
By integrating CSAT surveys at key milestones, Kojo could proactively capture customer sentiment, enabling their team to course-correct quickly and maintain high satisfaction scores.
