How Rocketlane helps Mosaic offer a delightful onboarding experience for every customer

How Rocketlane helps Mosaic offer a delightful onboarding experience for every customer

Mosaic is a San Diego, USA-based strategic finance platform that helps companies with insights and predictive reports to improve their financial planning and business performance.

Pain Points

Maintaining several Google sheets proved challenging

Customer requests slipped through the cracks

No standardized onboarding process

~120 hours saved every month

Mosaic needed a solution that could:

  • Replace their chaotic Google sheets workflow and standardize their onboarding process
  • Help their internal team track and work on every customer requirement.
  • Deliver consistent results to every customer without delays.

The Challenge

Mosaic was using Google Sheets to assign representatives and track their onboarding projects. Maintaining these sheets to manage multiple projects simultaneously placed a lot of strain on their team’s limited bandwidth.

Minor customer requests would usually slip through the cracks when projects were run on Google sheets. A lot depended on the ability of a team member to remember and follow through on requests rather than a well-functioning system.  

Every project followed a different approach. There was no well-established process in place to recreate consistent results for every client.

The Solution

With Rocketlane, Mosaic has a more process oriented approach to onboarding. Every member on their Customer Success team can now effectively onboard new customers with consistent results.

Rocketlane helps Mosaic keep all onboarding related activities neatly organized. Conversations around every task related to customer requirements are now recorded in dedicated threads and acted upon.

Rocketlane’s integration with Salesforce enables sales data to flow seamlessly into the platform through custom project fields. Whenever a new deal is closed, a project is automatically created using a predefined template.

Mosaic’s customers appreciate the transparency that their success team is able to maintain throughout the process. Customers stay updated about their onboarding project at all times through Rocketlane’s Customer Portal.

Rocketlane has saved us hundreds of hours and it’s the most user-friendly onboarding tool in the market. Our customers are very appreciative of how transparent the onboarding process is for them. Seeing the whole outline of the journey laid out for them helps our customers to build trust with us.
Connie Lee

Strategy and Ops, Mosaic Tech

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