- No dedicated tool to manage customer projects
- Low visibility into project status
- No process to manage resources and timesheets
Before Rocketlane, Verloop.io had a difficult time managing customer projects. They used a combination of Jira and Google Sheets to track their projects, but these tools couldn’t give them on-demand visibility into the status of each project.
Verloop.ai’s customers had no visibility into the progress of their onboarding/implementation projects. Project phases would often miss deadlines. As a result, customer escalations were common .
Managing team resources for projects was difficult. It was challenging to assign the right team members for each project and ensure proper utilization without a dedicated tool in place.
Timesheets were another issue. Clients needed timesheets for billing purposes, but Verloop didn't have a system in place for recording billable hours spent by the onboarding/implementation team on client projects.
With Rocketlane, Verloop.io has complete visibility into the status of every customer project. They can track the progress of execution, and see who’s assigned to different tasks This information enables them to have more control over the process.
Their customers, too, are in the know at all times since they now track their projects using Rocketlane’s dedicated Customer Portal.
Resource Management on Rocketlane is helping Verloop.ai assign team members to projects with ease. The visibility into each individual’s bandwidth and allocation is helping them plan for their upcoming projects with confidence.
Team members can now log their timesheets on Rocketlane. This lets them show clients where and how their team spent its time, and enables transparent billing.
Verloop.io also collects customers' satisfaction scores at the end of each phase, thanks to Rocketlane's in-built CSAT survey functionality. This is helping them improve their overall implementation process.
After switching to Rocketlane, their implementation process has become more consistent and organized As a result, their churn rate has reduced significantly.
Manager - Solution Delivery, Verloop