Case Study: Observe.AI achieves 70+ NPS and streamlines professional services with Rocketlane

How Observe.AI made a leap to the professional services model, with an impressive 70+ NPS score

Observe.AI, a conversation intelligence platform for contact centers, needed to move from an implementation team to a full professional services model. Using Rocketlane, they were struggling with fragmented tools, manual client management, limited leadership visibility, and difficulty scaling repeatable implementation processes while tracking OKRs like time-to-first-value and service credit utilization.

Rocketlane helped Observe.AI streamline implementations with dynamic templates, a customer portal, OKR reporting through Interval IQ, time-tracking, early warning systems, and Slack/Salesforce integrations. As a result, Observe.AI achieved 80% of accounts going live in less than 80 days, a 90% first-time-to-value success rate, and maintained a 70–80 NPS quarter over quarter.

Observe.AI

Robert Gilson

Principal Implementation Manager