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“Matik allows us to be way more efficient in providing information that clients value. All while helping the team feel like their workload is manageable. They don’t distress when someone asks for this type of information…And I don’t have to review EBRs any more! They are following a standard.” — Raquel Dreesen, Senior Manager of Customer Experience and CS Operations, Intiveo
Intiveo, an innovator in the space of dental patient engagement software, was facing a critical challenge in delivering Executive Business Reviews (EBRs) to their clients. Raquel Dreesen, Senior Manager of Customer Experience and CS Operations, leads a team of Customer Success Managers (CSM) who rely on EBRs to showcase the value Intiveo provided to its clients. EBRs play a pivotal role in offering insights, conducting pulse checks on improvement areas, identifying upsell opportunities, and resolving any issues to ensure clients' continued satisfaction.
The challenge lay in the time-consuming process of EBR creation: it took a staggering 8 hours to construct each EBR. CSMs had to initiate technical operations requests to gather data based on a date range for multiple accounts, extract data from the product, and then compile it into a cohesive deck. The result was often information overload. As Raquel put it: “I was not confident in them providing valuable information. They were showing too much information. It was kind of overwhelming. They were just copying and pasting everything because it was already taking too long.”
Intiveo's decision to implement Matik stemmed from the short implementation required, taking only two months compared to many more months with other platforms. Not only was Raquel able to automate the process of pulling data, and creating tables and charts for the decks, but she was also able to automatically streamline the deck for each account by leveraging if-then logic to determine what slides and content to include.
“The CSMs love it so far… that they can just run it! I was looking at the metrics after the first couple of weeks and one of my CSMs had generated the deck 100 times and I was like ‘What are you doing?’ and she said she had to run it for a couple of different accounts and it’s great! ‘I can just throw it all together!" — Raquel Dreesen, Senior Manager of Customer Experience and CS Operations, Intiveo
As a result of implementing Matik to automate the personalization of their various content, Intiveo saw the following impact:
Standardized and streamlined EBRs: Rather than being a massive data dump, Intiveo was able to cut down the data in each EBR to just the critical metrics, and even personalize what slides and content were shown based on the details of each account (such as location). Standardization was achieved, ensuring a consistent playbook for all EBRs.
Bring EBRs to more customers: Intiveo was able to deliver EBRs to more of their clients and at a more frequent cadence, increasing accounts touched per month by 67%.
More time for strategy: The adoption of Matik saved the team ~70 hours per CSM per month. Instead, they could focus on the strategic aspects of the EBR process, including in-depth assessments of EBRs, extracting valuable insights, and providing enhanced customer support.
Happier customers: Customers were appreciative of the EBRs being turned around more quickly. As Raquel described a specific customer example: “Before [a customer was] asking for this info monthly. The EBR is quite extensive so [the CSM was] just putting together a few slides for this monthly report but even those few slides would take at least a week. Now we can provide all the information to the client way faster and they are so appreciative. You can tell in the tone.”
Happier team: CSMs reported that they felt their workload had become more manageable, and they were no longer stressed when clients requested EBRs. Even the data analyst was happier since they no longer had to handle data requests.
Bringing new types of content to customers: With Matik now available to automate their content, Raquel was able to start exploring new content to proactively bring to customers, including a monthly usage one-pager.