How Rocketlane helped CLARA Analytics increase their CSAT ratings by 10%


increase in average CSAT ratings



Use case

Customer visibility, Project management, Onboarding


  • Lack of customer collaboration and inefficiencies led to poor onboarding experiences
  • Difficult to maintain synchronization between internal and customerfacing tracking system
  • Repetitive manual updates to project documents were timeconsuming


  • 10% increase in average CSAT ratings due to improved customer collaboration
  • Smoother onboarding with unified task management for internal and external teams
  • Enhanced customer experience through seamless communication via the customer portal

CLARA Analytics is a California, USA-based machine learning startup. Their AI-powered insights help customers in the commercial insurance space reduce claim costs and optimize carrier, customer, and claimant outcomes.

CLARA Analytics needed a solution that could:

  • Enable timely communication with customers on implementation projects
  • Facilitate both internal and customer-facing task management
  • Replace multiple tools and reduce inefficiencies in their workflow

The Challenge

  • Since the implementation process at CLARA involves multiple teams on both sides, effective communication was crucial for onboarding success.
  • The Clara team used to share project plans on spreadsheets and PDFs and any change required all project documents to be updated and reshared. Such repetitive manual tasks were time-consuming.
  • The Customer Success team was managing each project on two separate trackers - internal and external. It was painstaking to keep both trackers up to date.

The Solution

I’d recommend Rocketlane to anyone looking to create a better experience for their customers! We’ve received great customer feedback on our onboarding. Rocketlane has helped us focus on building a good relationship with our customers as we go from implementation to adoption.

  • Rockelane’s customer portal helped CLARA deliver a consistent and professional customer experience. It allowed teams on both sides to have conversations around implementation projects with ease.
  • By unifying the management of internal and external tasks, Rocketlane has made the onboarding process smoother for Clara’s Customer Success team.
  • Since Rocketlane allowed embedding external documents on the platform, no data/document/process went out of sight and it made document collaboration convenient for both parties