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.
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.