“Matik is shifting the bulk of Business Review prep from ‘creating slides’ to ‘creating meaningful outcomes.’” - James Miller, Manager, Client Success

Challenge

Bazaarvoice, Inc., is the leading provider of full-funnel authentic user-generated content (UGC) and social commerce solutions. The SMB and mid-market customer success teams at Bazaarvoice delivered business reviews to help customers realize the full potential of the platform by guiding them on how to progress with the platform, and showcasing past performance and future ROI. 

However, creating these business reviews was highly time-intensive. CSMs had to:

• Log into multiple tools to pull data & take screenshots
• Plan ahead since some reports could take up to a day to process
• Coordinate with engineering or ops for custom data pulls

And with large books of business (SMB reps managing 70 to 100 customers, and mid-market reps handling 30 to 40), it was nearly impossible to deliver business reviews to every customer without increasing headcount.

So Bazaarvoice needed a solution that would help their CS team become more efficient at creating these valuable decks and being able to deliver them to all their accounts.

Solution

Implementing Matik was straightforward. Thanks to its flexibility and its ability to easily query data from anywhere, Bazaarvoice successfully onboarded its huge business review deck. As James Miller, Manager, Client Success, put it, “I’m not an analyst, and I can’t write a SQL query. But after getting the query, I am able to go in and easily automate that new data point in a deck.”

CSMs were also able to pick it up easily. “It was simple for our end-users with minimal training needed,” James added.

"For us, Matik is a long-term solution that is gradually enhancing our CSMs' capacity for creating streamlined business review presentations. The exceptional support we’ve received as a customer has only made the experience better." - Taylor Young, Manager, Client Success Operations

Impact

As a result of implementing Matik, Bazaarvoice saw the following impact:

Creating business reviews for more accounts. With Matik, Bazaarvoice was able to touch 216 more accounts, increasing the average number of business reviews per quarter per CSM from 9.7 to 12.9 (33% increase). As Wes Lawrence, Director, SMB/Mid-Market Client Success, explained, “In Q2, the SMB CS team executed more than twice as many business reviews as in Q1.”

Increase book of business for each rep. Each rep was able to save 6.6 hours per week, meaning they had more time to approach the business review strategically, focusing on recommendations and being able to take a more consultative approach. This also meant that Bazaarvoice was able to support more accounts with the same headcount.

Increased renewal rate. Business reviews were a valuable tool in keeping customers. Bazaarvoice saw that those receiving a business review had a 32.8% higher renewal rate than those who didn’t. And by being able to use Matik to bring these to all customers, Bazaarvoice saw that the renewal rate increased 22% by being able to touch customers who previously were not receiving a business review.

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