How Rocketlane helped Infinx improve NPS by 15%
15%
increase in NPS scores
20%
increase in productivity with templates
Industry
SaaS
Use case
Customer visibility, Reporting, Onboarding
Before
- Data scattered across multiple tools, complicating project management and reducing efficiency
- Poor visibility into project progress due to fragmented information
- Ineffective collaboration with customers, relying on cumbersome email followups
After
- Customer portal created a delightful customer experience, increasing NPS by 15% and shortening time-to-value
- Improved productivity by 20% with the creation of reusable project templates
- Centralized project information and dashboard visibility enhanced project management
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
"Infinx’s productivity has improved by at least 20%, transparency by 85%, and NPS by 15%."
- 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%.
Professional Services
