How Joveo uses Rocketlane to accelerate, customize, and improve their onboarding

Read on to know how Joveo's CSAT score have been consistently high since they started using Rocketlane for their customer onboarding
Kirthika Soundararajan
December 7, 2021
Case Studies
Main Illustration:
Sivaprakash

How Joveo uses Rocketlane to accelerate, customize, and improve their onboarding

Read on to know how Joveo's CSAT score have been consistently high since they started using Rocketlane for their customer onboarding
Kirthika Soundararajan
December 7, 2021
Case Studies
Main Illustration:
Sivaprakash

In This Post

Shehzad Karkhanawala, Vice President - Global Marketing at Joveo talks about how Rocketlane helps them customize, speeden up, and elevate their customer onboarding experience.

About Joveo

Joveo is a market leader in programmatic data-driven job advertising. Its recruitment advertising platform allows large-scale employers and recruitment agencies to buy, manage, and track recruitment media, including job sites, social and search marketplaces, to attract and hire the most relevant applicants.

The platform powers more than 20 million jobs every day using advanced data science and machine learning to manage and optimize talent sourcing and applications dynamically.

Onboarding and Implementation at Joveo

Given the time-critical nature of hiring, onboarding plays a critical role in getting customers to derive maximum value from the platform. Any delays or gaps in onboarding could impact ad campaigns by delaying hiring and impacting subsequent budgets. 

Since Joveo’s clients are mostly large enterprises operating across multiple geographies—with varying hiring requirements, regulations, and currencies—onboarding requires close collaboration between multiple teams, including Sales, Customer Success, Ad Operations, Implementation, etc. 

The Challenge 

Using a combination of generic tools like Google Forms, Google Docs, and spreadsheets meant little scope for a consistent and repeatable approach to onboarding. 

Since projects depended largely on the individual team member’s style, a cohesive approach to project management that combined automation, tracking, and reporting was missing.

There was no way to know for sure the actual implementation time for each type of customer that could help us understand what we needed to improve. 
Shehzad Karkhanawala, VP - Global Marketing

The Solution

A platform that enabled a cohesive, templatized, and consistent approach to customer onboarding.

With the centralized visibility that Rocketlane offered, the team had a single source of truth for all their onboarding projects—across customers, geographies, and team members. 

This approach relied less on internal team members' individual project management abilities and more on templatizing the onboarding process. It helped them manage, benchmark, and track onboarding projects for specific types of customers so they could identify bottlenecks, blind spots, and areas of optimization. 

With Rocketlane, the Joveo team had a strong foundation to anchor and enhance their other CX improvement initiatives. For instance, Rocketlane’s inbuilt feedback collection functionality enabled them to collect and track customer feedback at critical stages in the onboarding journey and the templatization functionality helped them closely customize their onboarding journeys to streamline and improve their internal processes. 

The Results

  1. 9/10 consistently high customer ratings
  2. 5-15 days
  3. Shortened implementation timeline 
“Rocketlane’s platform gave us a single source of truth for all things onboarding. We now have a way to benchmark, analyze, and optimize our onboarding process—with each new customer and for every project.” - Shehzad Karkhanawala

Here’s how Rocketlane helps Joveo deliver consistent and customized onboarding journeys:

  1. Templatization that enables customizing, managing, tracking, benchmarking, and improving onboarding journeys for specific types of customers 
  2. Integrated and automated feedback collection at key milestones to ensure that there is a standardized way to collect and track customer feedback
  3. Unified internal and external task management with inbuilt project management and reporting capabilities to enable closer collaboration and communication with customers 
“On the customer side, Rocketlane has helped us achieve higher customer satisfaction and lower time-to-value. But at our end too, it has helped us drive internal innovations by removing earlier blindspots and giving us insights and data that we can use to continuously improve our internal processes.” - Shehzad Karkhanawala

Is Rocketlane for you?

Talk to us to learn how Rocketlane’s onboarding platform can help you design delightful onboarding journeys for your customers. 

Sign up for a trial here.

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Kirthika Soundararajan
Content Marketer @ Rocketlane

All things content at Rocketlane. I run on coffee and cat videos. Follow me on Twitter @kirthikasrajan

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