As the customer success lead, my primary role is to keep clients happy. However, that became difficult as we onboarded more clients.
Each day began with a full inbox. Clients wanted updates, timelines, or the latest report. I would scroll through long threads trying to remember where I shared something. Half the time, it was buried somewhere in Slack or Drive.
It wasn’t that we didn’t communicate. We had too many tools for communication. Clients expressed their frustration all the time and my team spent a lot of time replying to messages on different platforms.
I knew we needed a new workflow tool. Something that would make clients feel included without all the back-and-forth. That’s when I found FuseBase.
Challenge
We had multiple tools, but none of them connected. Clients had to ask for updates because they couldn’t see progress. Sometimes they would approve old versions by mistake. Other times, they missed deadlines because the message didn’t go to the right channel.
No one was to blame. The process just wasn’t clear. We needed a digital workspace where clients could log in, see what’s done, and know what’s next. No searching through emails. No confusion. Just clarity.
Clients weren’t unhappy with our work. They were frustrated with the process.
John Smart
Customer Success Lead
Verified: 11/10/2025
Solution
We set up a FuseBase portal for one of our main clients to test it out. Inside, we added project timelines, notes, and all shared files. We also embedded forms for feedback and included short Loom videos explaining updates.
It was easy to customize, so we added our logo and colours. When the client logged in they thought we created this tool.
That changed everything. They didn’t need to ask for links or documents anymore. Everything was right there, clean, organized, and always up to date.
Within a week, email traffic dropped, and conversations shifted to real collaboration. Clients started commenting directly on deliverables. They were responding faster because everything made sense at a glance.
Clients could see progress, comment, and feel involved without needing to ask.
John Smart
Customer Success Lead
Verified: 11/10/2025
Result
After a few months, we built a FuseBase portal for every client. Each one has a space for updates, files, feedback, and project timelines. The difference is huge. Projects move quicker.
Clients give feedback faster because they know where to find everything. Our team spends less time managing updates. This means more time delivering results. Some clients even told us they wish all their vendors worked this way. For us, that’s the best feedback we could get.
Now, when a new client joins, we invite them to their portal right away. They see that we’re organized, transparent, and easy to work with.
FuseBase improved our client relationships. We would recommend them to anyone looking to better their client collaboration.
Verified: 11/10/2025 Verified: 11/10/2025
