How Rocketlane helped Infinx improve NPS by 15%

Infinx needed a tool to help them demonstrate value to their customers in less time while improving the overall onboarding experience for everyone involved.

Pain Points

- Data scattered across multiple tools

- Poor visibility into progress of projects

- No way to collaborate with customers on onboarding projects

Results

15%

increase in NPS

Infinx creates intelligent payment lifecycle solutions for healthcare providers and is based out of California, USA. Their AI-driven software streamlines and automates operational workflows for hospitals, clinics, imaging centres, and laboratories.

Infinx needed a solution that could:

  • Help create a transparent onboarding experience
  • Enable the team to demonstrate value to customers in less time
  • Allow efficient collaboration with customers on onboarding projects

The Challenge

The success and implementation teams at Infinx could be handling as many as 35 projects at any given time. Manual documentation made the process time-consuming and tiresome.

Managing implementation projects on multiple generic tools meant data was scattered and visibility into critical information was a challenge. The success and implementation teams at Infinx had to spend close to 4 hours each day on compiling data and reporting.

The success and implementation teams had no way to collaborate with customers on onboarding projects. They had to follow up with customers via email threads which was cumbersome.

The Solution

The flexibility of creating reusable project templates helped  improve Infinx’s productivity by 20%.

With Rocketlane, Infinx is now able to bring all project-related information in one place. Rocketlane’s dashboards give the team complete visibility into all project activities.

Rockelane’s collaborative platform helped deliver a consistent and professional customer experience and shorten their time-to-value. It allowed teams on both sides to collaborate and have conversations around implementation projects with ease while improving their NPS by 15%.

Infinx’s productivity has improved by at least 20%, transparency by 85%, and NPS by 15%.
Stephanie Cheng
Customer Success Manager, Infinx

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