How parcelLab uses Rocketlane to drive customer engagement during onboarding

How parcelLab uses Rocketlane to drive customer engagement during onboarding

parcelLab is an operations experience management platform provider headquartered in Boston, MA, USA. Their solution helps reduce the post-sales operations complexity for the biggest brands in the world.

Pain Points
-Lack of collaboration with 
customers on onboarding projects

-Inefficiencies in the 
onboarding workflow
-Poor customer experience
 during onboarding
10% increase in average customer satisfaction ratings

parcelLab needed a solution that could:

  • Enable greater engagement/collaboration with customers on implementation projects
  • Eliminate operational inefficiencies in the onboarding workflow
  • Improve customer experience through the onboarding process

The Challenge

The implementations team at parcelLab typically handles over 50 projects at any given time. Every project involved repetitive manual tasks. Since they are in a hyper growth phase, this posed a scalability challenge.

Customers did not have information about what needed to be done at their end for a project to move forward. This led to projects missing deadlines without any means to understand the root cause of the delays.

The parcelLab implementation team and their customers needed to work closely together on project plans. But the generic tools used to manage implementation projects failed to enable collaboration with customers.

The Solution

With better transparency and visibility for customers, Rocketlane enabled the parcelLab team to deliver projects faster. Their customers could go live sooner and realise value from the parcelLab platform a lot faster.

With the ability to create reusable templates for project plans, the parcelLab team were able to eliminate repetitive, manual tasks from the onboarding workflow. They could now focus solely on delivering a delightful onboarding experience to customers.

Powerful features such as the magic link to access the dedicated customer portal, drag-and-drop status updates, and presentation mode for project walkthroughs, vastly improved the onboarding experience for parcelLab customers.

Our recent customer feedback has shown that our customers appreciate the transparency we can provide them through Rocketlane. Customers now know what to do, they’re better engaged, and we see far fewer queries and questions from them on the status of their projects.
Caroline Heil

Lead - Technical Account Management

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