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Transcript

Alana Stoltzfus: I think if we were to rip Matik out today, there would be outcry amongst our field.

I lead our digital success team at Okta. Our team is responsible for providing customer success at scale, delivering value to our customers, and driving adoption through scalable ways.

So before we had Matik, our customer-facing teams were taking screenshots out of Tableau, taking data out of Salesforce, so it would take them hours and hours and hours just to assemble one deck. Um, and we've really alleviated all of those manual processes by bringing it all together seamlessly. Really leaned on Matik as our one-stop shop for all customer facing narratives so that our customer facing teams don't have to go into a bunch of different places to find all the content that they put into their slide decks. Yeah.

So, digital has evolved from a segment for us to really a layer on top of our entire customer base to help our customers grow and evolve at scale.

We've really tried to pinpoint, well, can we use our data to demonstrate that value story to our customers. There are value pieces to looking at a dashboard. But the deck is really a pre-built narrative. It's been really impactful for us to be able to have the controls over how the data looks so that it's not really as open to interpretation. The data has been so critical for us to helping our CSMs become trusted advisers with our customers.

You can say that a customer is getting value, but you don't really have proof that they're getting it until they can actually see that in their data while also helping build that narrative that will help our AE’S eventually sell into those accounts. When our customers see that they're actually getting usage out of Okta that is translating into value for their business, they understand what Okta is delivering, but they also are able to see their CSMs as providing that data that they wouldn't be able to get otherwise. There's no question that the customer is getting value.

Our value snapshot was one of our first times that we started to demonstrate how we could take automated data and bring that to our customers. Especially for our customers at the time who didn't have a CSM, the only way to demonstrate value to those customers since we're not having everyday conversations with them is to automate that value conversation. Think what a QBR would be for a CSM. What is a snapshot or a version of that that our customers can consume on their own without somebody walking them through it? So, we've taken what would have been a QBR and we turned it into what we call our value snapshot and we send that out to roughly 50% of our customers every month and then when our customers engage in our snapshots, they have higher growth rates, higher renewal rates.

We started with just about three templates in Matik. Now we have probably close to 20 templates. Why we have more templates is because we serve so many more audiences. We can use data especially using if-then logic to have each template personalized to the persona to the products they own. In any other solution especially having data-driven presentations that are easily downloadable as a PDF where our customers can then send that off to their executives. We have highly personalized digital experience that doesn't just reach out to our customers through digital but also enables all of our customer facing teams to more effectively reach out to their customers and engage their customers to drive adoption. It offers a lot of value for us and it would be very challenging with another solution.

Matik's AI functionality is that it can take public data across the internet and combine that with our customers product usage data which really allows our CSMs especially to become more strategic with our customers. But when we can take a look at the comparison to say here's how you are and here's how your peers are doing and provide that insight layer on top of that, it provides that point of view for the customer as to what they can do.

When we evaluated Matik a while ago, where other solutions fell short were really around two pieces. One is our ability to customize the style and the content. And the second aspect is the ability to be data-driven. There's a ton of AI solutions out there that can create a presentation deck based on a prompt, but it's really hard to find something that's going to integrate all of our key data sources that we already use to build that narrative plus the branding together. It was that unique combination that's hard to find.

We've had exceptionally high adoption across Matik with very little effort to encourage people to use it. As soon as they get a taste of how much easier it is to assemble a deck, especially our CSM audience, which is our largest group of users, we have close to 97% of them active. So, it's really great to see it adopt so quickly. Other teams quickly saw the value and we've since expanded to renewal managers, technical account managers, and now customer AE’s.

Melissa Allen: I think Matik has enabled our digital success team to shine. What it enables us to be able to do is they're able to spend more time with their relationships so they can kind of have a higher ratio set with less stress because some of that admin work is taken away from them. So we're able to kind of increase that and give them more focus on those relationships because we have those tools in place.

Alana Stoltzfus: If I could describe Matik in one sentence of what it's enabled us to do, we can now demonstrate value to our customers at scale and drive adoption and growth through our field in a scalable manner. Yeah, Matik is just part of our culture now and what we all do.

Disclosure: The customer received a discount from Matik as part of their participation in this customer story.