Case Study

Building a single source of truth for everything related to onboarding & implementation

Director of Customer Success, Hardik Patel, helps guide customers during implementation, onboarding, and activation

Rheaply is a technology company that builds software to help organizations be more sustainable through their resource management and exchange platform.

The Challenge

Before using Arrows, Rheaply was onboarding their customers with Google Sheets and Google Docs. It was a very disconnected and scattered process where there were always multiple pieces that existed in multiple places. They found that their customers were fumbling through emails and different documentation in order to find out what they needed to do next in the process and they just didn’t know where to place their focus.

Rheaply even tested using Asana at one point, but it proved to be too complicated for their customers since it didn’t have a simple and easy-to-use customer-facing interface.

Hardik was really searching for a mutual success plan that allowed their customers to come to one single source of truth for everything related to implementation and onboarding activitation.

The Solution

After switching to Arrows, Hardik found that his customers had a much easier time understanding what was needed from them during their onboarding process.

Hardik loves utilizing the automatic weekly digests that get sent to Rheaply’s customers to remind them of the plan progress. The automatic reminders remove that responsibility from a customer success manager’s day to day workflow. Instead of having to follow up with customers continuously, they now have something that’s a little bit more automated which also removes that friction between the customer and the CSMs.

Unlike other onboarding solutions that I tested, the difference with Arrows was that it was incredibly clean and easy to use.

What’s Next

Hardik is excited to grow the Customer Success team at Rheaply as they begin to scale the business. Like so many other scaling startups, they’re beginning to hone in on their ideal customer profile.

We’re excited to be able to use tools like Arrows to make sure that our ideal customer is onboarded and activated as quickly as possible.

Ready to learn more?
See Arrows in action
Rheaply
Hardik Patel

Unlike other onboarding solutions that I tested, the difference with Arrows was that it was incredibly clean and easy to use.

Hardik Patel
Director of Customer Success

Industry
B2B SaaS
Location
Chicago, IL, USA
Employees
50+
Arrows seats
3+

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