How Street increased each onboarding specialist's capacity by more than 150% with Rocketlane

Street is part of Street Group, the Manchester-based company building software and AI for the UK residential property sector. Behind that growth is an onboarding team led by Rob Kenyon, Head of Client Onboarding. The team has scaled from three Onboarding Specialists to a 14-person organization of six Onboarding Specialists, three Accounting Onboarding Specialists, three Onboarding Support team members and two Onboarding Team Leads.

Challenges before Rocketlane

As Street's business grew, its onboarding team grew with it, and the team was looking for three things in a new platform.

• Room to scale: The team needed a platform that could scale alongside the business.
• Real collaboration with clients: Street wanted genuine collaboration with clients during onboarding.
• One source of truth: The team wanted project communication kept separate from general email, so everyone worked from a single source of truth and all parties stayed accountable.

Life with Rocketlane

Street demoed several providers before choosing Rocketlane. It stood out for its customer-facing portal and its focus on genuine collaboration with clients through onboarding.

"We valued the ability to keep project communication separate from general email, which gives everyone a single source of truth and keeps all parties accountable."

A template for every start, a plan for every client. Every Street onboarding begins with a dedicated template that guides the initial migration strategy call. From there, the specialist tailors the project plan to that client, building in the timescales and follow-up meetings they agreed together, so each client gets a plan that fits them while the team works from a consistent starting point.

Every conversation in one place. With all client communication sitting inside the project, specialists have each client's full picture in one place.

"Keeping all communication in one place saves a significant amount of time, which allows each specialist to manage a much larger portfolio of clients."

Claude working across every project. Street has taken this further by connecting Claude to Rocketlane through the MCP connector, with a workflow that runs across every client project:

1. Claude scans project chat boards for client questions that haven't been answered yet.
2. It searches Street's help centre for the right answer.
3. It drafts a reply, which the Onboarding Specialist reviews before it goes to the client.

The same workflow keeps running while team members are on holiday, so client questions are still covered and nothing is left waiting.

"It is no exaggeration to say that AI is revolutionising the way we work. Rocketlane's full MCP connector has played a major part in that, helping us stay firmly ahead of our competitors in delivering the best possible onboarding experience."

The Outcome

Each Onboarding Specialist now manages more than 150% more projects than before, and the onboarding team has grown to 14 people.

"Rocketlane has transformed our team's capacity. Combining the MCP connector with Claude is increasing that capacity further, while also allowing us to deliver a faster and more consistent service to our clients."

The team is now looking for new ways to combine AI and Rocketlane to make onboarding even quicker and easier for its clients. For other onboarding leaders, Rob's advice is to start small and build from there.

"I would recommend talking your requirements through with the Rocketlane team and setting up a working demo account. From there, build a small onboarding template and customer portal, and work through it as your clients would. If you are already using AI, Rocketlane's connectors also allow you to build your own custom dashboards, which opens up almost endless possibilities for designing an onboarding journey that fits your business."