SupportLogic is a support experience (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value.
- Lack of a centralized platform
- Poor reporting
- Cumbersome process
SupportLogic required a unified platform to oversee their customer onboarding projects. They aimed to move away from using spreadsheets and GuideCX in order to enhance their process with improved efficiency. Braxton described their previous situation as being in the "dark ages" of onboarding using GuideCX, which took them 112 business days to go live. However, after Rocketlane, they successfully reduced this timeline to just 45 days.
Braxton Clement, their Senior Director of Customer Onboarding, has extensive experience in customer onboarding and building teams from scratch. Having previously worked at Apple for six years and later at a startup called SecureLink, Braxton understood the unique challenges of startups and the need for efficient onboarding processes. When he joined SupportLogic, the company had experienced significant growth, with employee numbers increasing from around 70-80 to nearly 130. As SupportLogic's platform was technically complex, onboarding required a tailored approach, which their previous tools struggled to provide.
The lack of a structured onboarding process and reliance on spreadsheets hindered collaboration and communication. Team members often found it difficult to keep track of customer requirements, progress, and deadlines, leading to delays and misunderstandings. The absence of a centralized system also made it challenging to identify bottlenecks and areas for improvement in the onboarding workflow.
Additionally, their previous onboarding tool, GuideCX, fell short of expectations in several areas. Its user interface was cumbersome and unintuitive, leading to frustration and a steep learning curve for onboarding team members. The reporting capabilities were limited, making it difficult to track project progress, measure customer engagement, and identify areas of improvement. It required a lot of workarounds to address even the simplest of issues. GuideCX was also charging them a hefty sum for even basic time tracking capabilities.
In order to bring order to chaos and establish a streamlined onboarding process, Braxton sought a solution that would improve efficiency, collaboration, and reporting. After encountering several limitations with Guide CX, they decided to implement Rocketlane.
In search of a more efficient and comprehensive onboarding solution, SupportLogic turned to Rocketlane. Rocketlane offered a range of features and functionalities that addressed the challenges faced by their onboarding team.
Firstly, Rocketlane's dynamic templating capabilities proved to be a significant time-saver. Braxton's team could now create project plans tailored to each customer's unique requirements automatically. This eliminated the need for manual planning and reduced the chances of overlooking crucial steps in the onboarding process.
Rocketlane seamlessly integrated with Salesforce, the platform SupportLogic used as their customer relationship management (CRM) platform. The integration required no administrative intervention, ensuring a smooth data flow and eliminating the need for manual data entry. Projects on Rocketlane were automatically created with the right phases and tasks whenever a deal was marked as “closed” on Salesforce.
Rocketlane's time tracking functionality, integrated with their calendars, made it effortless for team members to log their work hours accurately. This improved overall efficiency by eliminating the need for manual time tracking and reducing the chances of errors or omissions.
Rocketlane's reporting capabilities provided valuable insights into project progress, task completion, and customer engagement. The comprehensive reports generated by the platform allowed Braxton and his team to track utilization, measure billable hours, identify bottlenecks, and make data-driven decisions for continuous improvement.
Using Rocketlane's Interval IQ, they could clearly identify crucial project milestones and accurately gauge the time spans between them. This feature allowed them to measure their Time to Value effectively. They could now easily track metrics such as the duration it takes for their team to access customer data and the time it takes for customers to validate their efforts.
Sr. Director of Customer Onboarding - SupportLogic