Episode Summary: #46 - Better Onboarding and Operations Using AI to Augment with Srikrishnan Ganesan, Rocketlane
Podcast Title: B2B Agility™ with Greg Kihlström
Host: Greg Kilstrom
Guest: Srikrishnan Ganesan, Founder and CEO of Rocketlane
Release Date: June 3, 2025
Introduction
In Episode #46 of B2B Agility™, Greg Kilstrom delves into the critical topic of customer onboarding and operations within the B2B landscape. Joining him is Srikrishnan Ganesan, the Founder and CEO of Rocketlane, a platform revolutionizing customer onboarding and project delivery through AI-driven tools and automation. The discussion centers around how AI can transform onboarding processes, enhance operational efficiency, and drive customer retention.
The Challenge of Customer Onboarding
Greg Kilstrom opens the conversation by highlighting the common pitfalls in customer onboarding—delays, confusion, and misalignment that can derail new client relationships. He poses the central question: "Why is onboarding still broken in so many organizations and how is AI finally changing that?"
Srikrishnan Ganesan responds by reflecting on his journey with Rocketlane, emphasizing that effective onboarding is pivotal in solidifying customer partnerships. He states:
"Implementation or onboarding is the second sale you're doing. You're selling the partnership experience, saying, 'Here's how it feels to work with our company.'"
[03:27] Srikrishnan Ganesan
He underscores the importance of moving beyond traditional tools like spreadsheets and fragmented project management systems to adopt an all-in-one solution tailored for onboarding and professional services teams.
Transformative Role of AI in Onboarding
The conversation shifts to how AI and automation are pivotal in redefining onboarding processes. Greg asks about the specific impacts of AI on implementation speed and retention rates.
Srikrishnan Ganesan elaborates on various applications of AI within onboarding:
"How do we ensure that follow-ups and nudges are happening in the most efficient way to keep projects on track?"
[06:39] Srikrishnan Ganesan
He highlights AI's capability to provide proactive alerts and governance automations, enabling leadership to address issues promptly—ranging from budget overruns to scope creep and customer sentiment problems. Additionally, he introduces Rocketlane's AI scribe, which automates post-call tasks such as drafting emails and creating documentation based on different types of meetings.
Human-AI Collaboration: Balancing Efficiency and Expertise
A key topic is the partnership between human teams and AI. Greg emphasizes the importance of not losing the human element while scaling operations.
Srikrishnan Ganesan agrees, stating:
"Humans bring the deep context and knowledge needed to do a job. When they share that with AI, they enable the AI to take on more of the work."
[10:32] Srikrishnan Ganesan
He explains that AI can handle repetitive and time-consuming tasks, allowing humans to focus on verification, teaching the AI, and iterating processes. This collaboration leads to radical efficiency, where project timelines are significantly reduced, thereby increasing the capacity to take on more clients without compromising quality.
Overcoming Hurdles and Misconceptions
Greg inquires about common hurdles and misconceptions leaders face when integrating AI into onboarding processes.
Srikrishnan Ganesan offers strategic advice:
"If you're constrained by enterprise-wide systems dictating the only tools you can use, you're likely limiting your potential. Experiment with a wider range of tools to find optimal solutions."
[14:57] Srikrishnan Ganesan
He advocates for fostering a culture of experimentation within teams, enabling multiple projects to adopt AI and automation simultaneously. Additionally, he suggests allocating resources or hiring dedicated personnel to spearhead AI initiatives, ensuring that the organization can pursue radical efficiency rather than settling for small, incremental improvements.
Measuring Success and ROI
The discussion turns to metrics and ROI for AI-enhanced onboarding.
Srikrishnan Ganesan outlines key performance indicators:
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Time Saving:
"Document how much time it took to do something manually versus with AI."
[17:37] -
Duration Shrinkage:
"Compare the overall project timelines before and after AI implementation."
[17:37] -
Increased Capacity:
"Evaluate the additional projects or clients you can handle due to increased efficiency."
[17:37] -
Customer Satisfaction:
"Measure improvements in customer satisfaction scores as a result of streamlined onboarding processes."
[17:37]
These metrics provide a comprehensive view of how AI contributes to both operational efficiency and enhanced customer experiences.
Staying Agile in Leadership
As the episode concludes, Greg asks Srikrishnan about maintaining agility in his role.
Srikrishnan Ganesan shares his approach:
"Connecting with other founders, learning from their experiences, and continuously experimenting with new tools are key to staying agile."
[19:07] Srikrishnan Ganesan
He emphasizes the value of mentorship and collaborative learning, which help him and his team stay ahead in a rapidly evolving technological landscape.
Conclusion
Episode #46 of B2B Agility™ offers insightful perspectives on leveraging AI to transform customer onboarding and operations. Srikrishnan Ganesan of Rocketlane provides practical strategies for integrating AI into onboarding processes, balancing human expertise with technological efficiency, and measuring success through clear metrics. This episode serves as a valuable resource for B2B marketers and leaders seeking to enhance their onboarding strategies and drive business growth through innovation.
For more insights and episodes, visit www.b2bagility.com.