How nCino unified its global services on one source of truth and moved from multiple tools to a full PSA on Rocketlane

About nCino

nCino is a financial technology company that builds cloud-based, intelligent banking solutions used by financial institutions around the world. Its professional services organization implements and configures that technology for banks and credit unions across EMEA, North America, and APAC.

As nCino scaled globally, its services delivery outgrew the tooling underneath it. Adam Beal and Dmitri Rybakov, who lead the services organization and operations respectively, drove the move to Rocketlane, consolidating a fragmented stack onto a single platform and migrating roughly 1,000 active projects from legacy tools to a full professional services automation (PSA) system, region by region.

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The Challenge

A fragmented toolset in need of unification

Before Rocketlane, nCino ran delivery across a patchwork of systems. Project plans lived in an online “spreadsheet-like” platform, time tracking and project resourcing were managed in two additional platforms, and customer status updates were shared in multiple ways. Most of the information was not available in a single view.

“We had an assortment of tools to track project information- four to be exact. If you wanted to know where a project really stood, you had to check several locations and hope to find the necessary information or just start asking questions.”    — Dmitri Rybakov, nCino

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Process delays

The complexity of managing project work in four different vendor systems meant that delays and process inconsistencies were common, further compounded by high maintenance overhead. An example of this inefficiency was a project manager adding a team member to a project in one system and then having to wait hours before that team member was able to add time to the project in a different system.

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User experience and scalability

Not only was it difficult and counterproductive for PS team members to switch between multiple systems to track project work, it was also time-consuming to onboard new PS team members at nCino. Acquisitions brought this challenge to light further, as migrating project data into the fragmented architecture proved cumbersome.

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The Solution

One platform, chosen for the full PSA

nCino evaluated Rocketlane not just as a project tool but as a complete professional services automation platform- one system to hold project management, time tracking, and resource management together, and to connect them to the rest of the business. The goal was a single source of truth that every region could work from, rather than another point tool bolted onto the stack:

“We didn’t want to add another tool to the mix. We wanted one platform that could be our source of truth for plans, time, resourcing, all in one place, connected to Salesforce and NetSuite.”   — Dmitri Rybakov, nCino

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Region by region migration

Rather than a big bang cutover, nCino migrated deliberately, moving over 1,000 active projects off legacy platforms and onto Rocketlane, region by region, so that delivery kept running while the platform came online. By now, the global services org is largely live, with 370+ team members across EMEA, North America, and APAC working in the same system.

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Implemented by nCino, supported by the right partners

A platform this central had to be one nCino could own. The team learned Rocketlane's capabilities and ran the large, complex implementation themselves, backed by a strong technical advisory partnership from Rocketlane and business advisory from the consulting company nCloud Integrators. nCino also built an integration to its accounting system and took advantage of Rocketlane’s pre-built connectors to Salesforce and three other internal software platforms, wiring the core business applications together so projects, CRM, collaboration, and financials share one connected backbone.

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The Impact

Operational efficiency

The clearest change is that Rocketlane collapsed legacy sources of friction and data silos. Data no longer has to sync across multiple tools before the team can act. Projects launch from dynamic templates, so plans are more accurate from the start. And getting real time visibility into projects became easier than ever. The lag between knowing and doing was slashed.

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Intuitive by design

Rolling a new system out to 370+ people across multiple teams could have meant heavy training and slow adoption. Instead, the platform proved intuitive enough that teams started using it with minimal formal training. The focus on adoption should never stop, and the platform’s ease of use is a tremendous accelerator for these efforts:

“It’s intuitive. We did not have to run people through weeks of training. They just started using it after a brief introduction. That’s a big deal when you’re rolling out across multiple teams with different needs.” — Dmitri Rybakov, nCino

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Foundation for better customer outcomes

Every gain from the rollout: the efficiency, improved visibility, and richer data ultimately serves nCino's priority of supporting customers through better processes and technology. It sets a foundation for nCino build on: applying its own AI accelerators and exploring Rocketlane's native AI toward faster, more responsive delivery. And Rocketlane’s customer portal provides the tools to extend those benefits to nCino’s customers through a modern, real-time digital experience. The platform isn't the destination; better customer outcomes are.

“At nCino, we build best-in-class digital experiences for banks, IMBs and credit unions every day. The portal experience we can now offer is fully consistent with the nCino brand our customers already trust. In an age where B2B and B2C digital experience expectations have essentially merged, leveling up our customers' digital project experience was a priority in the selection process, and Rocketlane has delivered.”   — Adam Beal, nCino

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What’s Next for nCino

With the global services organization on one platform, nCino is continuing to explore more AI workflows for the project delivery processes. Dmitri and Adam see the same pattern they saw with consolidation- that once the data lives in one connected place, there are more opportunities for AI and automation, from surfacing risk to assisting with reporting and resourcing decisions. For a team that has just unified its operation across three regions, that shared source of truth is the foundation the next chapter is built on.