‍

LivePerson is best known as the developer of the Conversational Cloud, a software platform that allows consumers to message with brands. Scott Cummings, VP of Professional Services at LivePerson, leads their Global PMO and service strategies. When he set out to find the right PSA platform, he had three clear goals in mind:

• Shorten time-to-value: Help his team deliver results faster, with the right tools to measure them accurately.
• Enhance financial visibility: Gain stronger insights into resource utilization and its impact on project goals.
• User-friendly platform: Find a tool his team would actually enjoy using—a platform they could adopt seamlessly.

With these objectives, Scott and his team turned to Rocketlane, looking for a partner that could empower LivePerson’s Professional Services team to deliver exceptional client experiences.

"We used FinancialForce for managing projects and our PSA, along with Smartsheet for tracking project deliverables. We also built in-house solutions to make things cleaner and easier to use. Consolidating everything into one unified solution was a key driver behind this change."

Challenges before Rocketlane

Too many cooks: Certinia, Smartsheet, & Sheets

The team managed projects through Certinia, tracked deliverables in Smartsheets, and had various bolt-on solutions for specific needs. This fragmented setup created inefficiencies and reduced visibility across the board.

"I think most PS organizations rely too heavily on Google Sheets. Whenever something doesn’t work, you end up exporting and merging data sets to make sense of things—whether for leadership or understanding team utilization. We were very much a victim of that."

Cumbersome data exports and manual processes

Since their PSA and PS systems didn’t talk to each other, the team often relied on Excel or Google Sheets to export and merge data from different sources—a manual and time-consuming process. This led to complex workflows just to get a clear view of team performance and resource utilization.

Lack of leadership visibility

Without a unified data entry and reporting system, it was challenging for the PS team to deliver comprehensive insights into project health and team performance to leadership.

"Nobody wants to use an antiquated solution. Nobody wants multiple clicks. Why can't we have cool tools?"

Value with Rocketlane

Since implementing Rocketlane, LivePerson has experienced several tangible benefits that align with Scott’s goals:

"We no longer have to output data into a Google Sheet from Smartsheet or pull variables from FinancialForce anymore."

Unified PSA solution for increased efficiency

Rocketlane has allowed LivePerson to consolidate key functions—project management, resource tracking, and time management—into one platform. This has eliminated the need to export data to Google Sheets, enabling faster access to insights and driving quicker decision-making.

"Fortunately or unfortunately—you've accelerated my ability to provide answers to leadership faster, which is probably a good thing. Or maybe now they just expect more from me, which, honestly, is also a good thing!"

Enhanced analytics for utilization and reporting

With Rocketlane’s reporting, utilization rates across different regions are now easily accessible—something LivePerson previously struggled to track. This feature enables the PS team to closely monitor resource allocation, track project health, and respond proactively. These real-time insights have reduced dependency on third-party tools, creating a reliable single source of truth.

Improved client and partner experience

LivePerson’s partner teams now log deliverables and utilization data directly into Rocketlane, improving collaboration and compliance with contract terms. By eliminating manual data input, the team has streamlined reporting, making it easier to deliver faster status reports, project plans, and onboarding experiences for clients.

"I've got people excited about using an application, as opposed to sometimes not being jazzed or slightly resenting the fact that they have to do data entry—which nobody enjoys. It feels like a rich experience."

Increased adoption and team engagement

In just three months, the team quickly adopted Rocketlane, moving many processes from Smartsheets to centralize data and cut down on manual work. Rocketlane’s ease of use and intuitive design transformed data entry from a chore to a richer experience for the team. For project managers especially, having key metrics right at their fingertips has been a game-changer.