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“Matik helps us drive process improvements and efficiencies. We want to make sure that our reps and our CSMs are not spending their time on a bunch of manual reporting that should not be a part of their roles. They should be working on account strategy, driving adoption, and building relationships. Because Matik is such a scalable and efficient tool, they're able to do more of that now." —Nick Mangum, Head of Insights, Asana
Asana is a project management platform that helps organizations focus on what’s important and organize work in one place for seamless collaboration. As a growing enterprise organization with more than 139,000 paying customers, Asana’s insights, sales, and customer success teams previously struggled with creating data-driven content for customers in a scalable manner.
The team relied on data-driven content to showcase product value to customers, but for essential customer-facing presentations like business reviews, the team was stuck in a loop of manual work. The process of building these resources often took several hours to create since they had to pull data from disparate sources and build presentations from scratch. Asana also lacked a tool that could bring consistency across customer-facing resources for different regions.
Asana needed to be able to bring compelling data to more conversations with enterprise buyers, and they needed to be able to do so with more of their accounts. In order to push the business forward and better support clients while saving time and resources, Asana’s insights team needed a reliable solution that would automate the creation of data-driven presentations for multiple departments.
With the goal of becoming more data-driven in a scalable way, Asana’s insights team implemented Matik into their workflow. The insights team built templates for presentations and resources that were commonly used by the sales and customer success teams.
Asana implemented Matik for two main pieces of content: business review presentations and one-pagers, with business reviews being their most common use case. Business reviews were their in-depth, multi-slide, data-driven presentations, and one-pagers were used to check in with customers on a more frequent basis, track changes over time, or re-engage with customers. Matik admins on Asana’s insights team built about 15 templates for their team to utilize. In the future, they plan to expand their Matik use within marketing and internal-facing resources as well.
“It's been a great partnership so far. Being able to connect as frequently as we do makes a big difference for us—the whole team has been responsive and accommodating. As admins, it's been helpful to have our CS partners advice on how we're setting up things within Matik. Matik is helpful for us as we're constantly reassessing what improvements we can make in terms of new content, operationally with how our Matik instance is set up, and how we continue to save time for our customers and ourselves. Our usage is growing pretty rapidly, and we still feel like we've got the right resourcing on this team to address that, which I think is a testament to Matik as a product." —Evan Reap, Manager of Scaled Insights, Asana
By using Matik to streamline essential data-driven presentations like business reviews, the Asana team was able to improve consistency, deliver personalized insights to customers more frequently, and save about two hours on average for each business review presentation that was created. The team also saw benefits from the Matik App for Salesforce because it helped members of the sales team simplify and consolidate processes by allowing them to work primarily in Salesforce.
“Matik templates have been helpful in guiding customers towards opportunity areas to increase adoption, engagement, or really just success using the platform. I think this has mostly been through our benchmarking related slides. We have a template that's essentially dedicated to benchmarking which identifies opportunities within the product where customers can improve their usage relative to their peers. We also have a version of this that shows their usage of certain features within the platform. Through benchmarking in Matik, we have provided these opportunities to help customers improve their usage.” —Conor Kelly, Senior Scaled Insights Analyst, Asana
These improvements empowered the team to have more valuable conversations with customers, strengthen relationships, improve strategy, and be much more consultative without an overwhelming experience. As the Asana team looks forward, their main goal is to continue to do more with less, and Matik is a big part of how Asana is scaling mechanisms and processes on its sales and customer success teams.