*Names and logos redacted.

“An EBR is a really meaningful conversation to be having with customers. With Matik, it no longer takes CSMs three hours to create a deck to pair with an EBR conversation. CSMs can spend their time either working with other customers, or create multiple decks in the time it used to take to create just one.” 

Challenge

A leading workforce management software company and its customer success, onboarding, and support teams needed to make their day-to-day processes more efficient so that they could focus on building meaningful relationships with customers. The company’s customer experience operations team is focused on supporting and enabling their customer-facing teams whose core initiatives are customer retention, product adoption, and renewals. The CX ops team made it their mission to find an easier way to translate obscure data into digestible insights for customers in the form of engagement decks and executive business review (EBR) presentations in order to strengthen their customer relationships. 

To help the CX team provide usage recommendations to customers, improve product adoption, and remain competitive with other platforms, the team needed to create and implement an engagement deck. In addition, the team had an existing EBR presentation that created efficiency issues and needed improvement. It often took several hours for CSMs to pull numerous data points from the team’s BI tool and translate them into digestible customer-facing presentations. 

In order to have more meaningful, productive conversations with customers, the team needed a solution that would help them build out engagement decks and EBR presentations in a more streamlined manner.

Solution

The team’s CS leaders chose Matik as the ideal platform to automate the creation of their data-driven content because of its ability to cut out manual work, its intuitiveness, and white-glove customer success team. With Matik, CSMs were able to build customer-facing presentations in half the time, enabling them to have more meaningful conversations with customers. 

“Matik is fun to use. It's really intuitive; really easy to learn. And the Matik team is phenomenal. I appreciate that they have a great team to answer our questions,” a CX team leader said. 

CSMs used Matik to share data points, insights, and stories that proved the value of their product to their customers. The previously tedious, manual process of taking screenshots in their BI tool was replaced with Matik’s intuitive presentation generator (resulting in better looking, brand-consistent presentations as well). The streamlined process enabled CSMs to more easily tailor their engagement decks and EBRs for specific customers.

With Matik for customer success, the team was able to create an engagement deck template to share with customers in order to drive conversations around product usage and areas for growth. These decks, which didn’t exist at the organization before Matik, were then more readily available and could be sent out to each customer several times a year or upon request. 

“The engagement deck has had a very large impact. We've heard really good feedback. It shows off our product… and takes the burden off CSMs to create the deck. With the EBR deck, [Matik] was really just a time saver to our internal teams. For them to be able to generate it efficiently and quickly is a huge win for them. I like the future efficiency that it could bring as well. There's a lot of use cases that we could use Matik for.” 

Impact

By streamlining the process of data-driven content with Matik, the team simultaneously saved time for their CSMs and built stronger relationships with customers. The automation of EBRs and engagement decks enabled the team to have more meaningful conversations with customers around product usage and growth toward goals. With the ability to easily create data-driven resources in half the time, the CS team was able to build trust throughout the customer journey up through the renewal period. 

The team’s engagement deck, built with Matik, resulted in positive feedback from customers and their teams. In the near future, they plan to develop an engagement one-pager with Matik as well. This will help them share at-a-glance, brief engagement insights with leadership and other key stakeholders to further prove the value of their product. In the future, the team hopes to implement Matik for additional use cases, both internally and within other departments.