We spoke to Lauren Yarger, Director of Customer Success at CLARA Analytics, about how they use Rocketlane to make their onboarding experiences seamless.

Here's what Lauren has to say about her experience using Rocketlane:

About CLARA Analytics

California-based CLARA Analytics is a machine learning startup. Their AI-based products improve claims outcomes in commercial insurance. Their predictive insights help customers reduce claim costs and optimize carrier, customer, and claimant outcomes. 

CLARA’s customers include companies from the top 25 global insurance carriers to large third-party administrators and self-insured organizations. Lauren heads the Customer Success team at CLARA. The team is responsible for onboarding, integration, implementation, and the rest of the customer journey. 

Onboarding and Implementation at CLARA Analytics

For the CS team at Clara, the onboarding process marks the beginning of a long relationship with the customer that relies heavily on the effectiveness and success of onboarding. 

A typical onboarding project at CLARA takes up to 90 days, with the Customer Success team onboarding 4-5 customers at any given point in time. The implementation process involves multiple teams, including two teams at CLARA, customer teams, and third-party vendors at the customer end. 

The challenge: Two separate customer and internal tracks for every onboarding project 

Since the implementation process at CLARA spans 90 days and involves multiple teams—both at their end and the customers—the success of onboarding relies heavily on collaboration, tracking, and timely communication. 

Lauren used a project management tool for the internal task assignment and management within the CS team. Any collaboration and communication with the customer relied on a 2-step process that used a combination of spreadsheets and PDF files: Project plans were created and color-coded on multiple spreadsheets and shared as final-version PDFs with customers. As a result, even the smallest change in one spreadsheet or task meant that all the other customer-facing documents needed to be updated and shared again with them. 

Effectively, Lauren’s team was running 90-day implementations for each customer on two separate tracks. The CS team had to coordinate and update each task on their internal tracker and create separate lines of communication for each new task for every customer. 

The solution: A unified solution that enabled internal and customer-facing task management

When Lauren came across Rocketlane, she was looking for a way to make the onboarding process seamless and smooth for her team and professional and consistent for her customers.

When I saw the Rocketlane demo, I was hooked. I hadn’t seen anything that let you do internal and customer-facing task management on one platform.

In a matter of 2 weeks, Lauren transitioned the CS team off their earlier internal team management platform while being onboarded onto Rocketlane through the Rocketlane platform itself. 

At the end of the Rocketlane onboarding process, Lauren’s team had designed their own customer onboarding experience on Rocketlane; it was professional and consistent for customers, seamless and easy-to-use for the CS team. Lauren shares that the biggest benefit to the CS team was that internal and customer tasks could now be on the same platform without the risk of exposing them to the customer. 

The Results: A seamless onboarding experience for both customer and the CLARA team

By unifying management of internal and external tasks, Rocketlane has made the onboarding process truly polished and professional for our customers, and seamless and simpler for our CS team.

CLARA Analytics was able to design and deliver a consistent and professional Customer Experience via Rocketlane. Here’s how:

1. A customer-facing portal that had their logo for closer collaboration and communication with customers 
2. Unified internal and external task management with customizable visibility down to the last comment and task, for the customer
3. Internally embedded documents, so no data/document/process is left out of the current and future onboarding projects
4. Complete internal visibility into the tasks for each CSM across all projects and customers 

Is Rocketlane for you?

Let’s talk about how Rocketlane’s onboarding platform can help you design consistently delightful onboarding journeys for your customers, each time, every time.  
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