WebEngage needed a tool to track and manage multiple onboarding projects, improve customer engagement, and make the implementation process smoother and more predictable.
Difficulty in tracking and managing projects
Long go-live timelines
No standardized onboarding process
WebEngage didn’t have a dedicated tool for onboarding prior to Rocketlane. Projects were maintained on multiple spreadsheets, therefore, tracking and measuring progress was a major challenge.
Project managers at WebEngage typically manage 8-10 projects at any given time and there was an over-reliance on them to know where each project stood, what the roadblocks were, and what needed their attention the most.
Timelines were never accurate. They weren’t able to accurately estimate how long each phase/task within a project would take. Projects invariably missed deadlines as a result.
They didn’t have a process in place to follow up with customers and with team members at regular intervals.
They didn’t have a standardized onboarding process. Every project lead was left on their own to onboard customers in the way they saw fit. This led to operational inefficiencies which impacted the go-live timelines even further.
With Rocketlane’s easy-to-use UI and on-demand visibility, project managers were able to view the status of every project in one quick glance. Knowing which projects were running late and the exact phases/tasks causing delays meant issues were resolved faster.
The customer-facing portal helped WebEngage’s customers to always stay in the loop. Knowing which tasks are pending on their side, by what date tasks are due, and receiving timely status updates made sure projects were delivered on time.
Creating templates with Rocketlane has been a game-changer for WebEngage. It helped their Customer Success team to get new projects up and running in no time.
Head of Customer Onboarding, WebEngage