The Solution

Espresa didn't just implement OnRamp—they rebuilt their entire onboarding operation around it. The key differentiator was OnRamp's ability to combine sophisticated task management with powerful survey and form capabilities, enabling the complex discovery and data collection their implementations require.

• Bi-weekly executive briefings that actually work: Every two weeks, more than 20 people, including all VPs, get complete portfolio visibility in just 45 minutes covering over 25 active projects. Glenn created custom views that pull key milestones and risk flags for impactful and actionable updates. "In 45 minutes, we're covering a briefing for over 25 projects. It's really slick," Glenn explained. Those same custom views double as executive dashboards, filtering by project owner, risk status, milestone completion, and customer segment.

• Targeted information delivery: Instead of overwhelming customers with requests, Espresa now identifies the right person for each task, delivers targeted guidance, and prompts for specific inputs. "What traditionally is a lengthy discussion without a clear endpoint is now a specific prompt and a transaction," Glenn explained. "It turns a blob discussion into something predictable and repeatable."

• Seamless handoffs across the customer lifecycle: Sales teams use OnRamp's discovery surveys during the sales process, ensuring implementation teams have complete context from day one. For new implementers, detailed playbook instructions cut ramp-up time from 6-9 months down to roughly three months. "We had them watch implementations for six months before they could do it by themselves—and they still couldn't. This takes that away."

• Custom dashboards and reporting via API: Glenn used OnRamp's API to build exactly what he needed without waiting on product enhancements or internal development resources. He created Gantt chart visualizations pulling live OnRamp data to track project milestones, timelines, and at-risk flags at a glance, and set up custom dashboards that consolidate data from Zendesk, Salesforce, and OnRamp in one place. The result is a real-time, centralized view of his entire portfolio, configured precisely to how his team operates.

• Sophisticated Salesforce automation: When deals close, workflows automatically schedule business reviews six months out. Thirty days before each review, OnRamp auto-creates a structured playbook project. As team members complete tasks, information flows back to Salesforce automatically. "We have 125 customers now. That's a lot of business reviews for our small team."

Operational Improvements

• 2.5x value delivered without adding headcount: From 12 to over 25 simultaneous implementations—many 2x larger—without growing the team.

• Exceptional CSAT maintained: On track to maintain or exceed 92% customer satisfaction despite unprecedented growth, thanks to structured playbooks and guided customer portals.

• Faster internal onboarding: New implementer ramp-up reduced from 6-9 months to three months.

• Executive visibility in 45 minutes: Complete portfolio visibility in bi-weekly briefings with real-time dashboards. No more chasing updates. "All the sales VPs, all the partnership VPs are coming. People love it," Glenn noted.

• Complete implementation data: Accurate time-to-launch metrics for better capacity planning and sales commitments. "OnRamp has the best data. We know exactly how long it took to get through each type of project."

"OnRamp has been a game-changer for us,” says Kelsey. “It creates clarity, a two-way street: customers track our milestones while we monitor their engagement. That level of visibility is exactly what we needed to drive accountability and keep projects moving forward on both sides."

The Bottom Line

"I swam in the seas of messy project tasks for years. OnRamp solves that nightmare. The fundamental concept—that we can create surveys, give structure to customer-facing workflows, and scale with visibility—is golden. Other tools just can't touch this."