“Matik is core to how as a whole the CS organization communicates value in ROI to our customers - the more effectively we can communicate and demonstrate value to our customers, the better that’s going to help our bottom line.” — Wyatt Farino, Client Success Operations Manager, Modern Health

Challenge

Modern Health is a comprehensive mental health and wellness platform that partners with employers to increase accessibility of mental health services for all. Their platform allows members, a company’s employees, to access a variety of resources, including one-on-one care with a therapist, mental health coach, meditation, or community circles with other members in the organization.

To help companies understand the value that Modern Health was delivering to their employees, the client success team (CS) created executive business reviews and partnership reviews. The executive business review was for enterprise accounts, while the partnership review was part of a digital-led program that supported smaller businesses at scale. Each piece of content provided engagement data, such as how many people were accessing a type of care, how satisfied they were, and most importantly, how fast they were able to access that care (a major value that Modern Health provided). The CS team further added value by providing recommendations for topics or focus areas that would help support the needs of the employee base.

Creating this content was a cumbersome process that required a lot of manual work on the part of the CS team to aggregate the customer data into a coherent narrative. Data was housed in various dashboards and reports, which meant that CSMs had to go to a number of different places to find the data they needed. The end-to-end process would take around 2 hours to complete. In addition, given the importance of member data and privacy, the CS team also had to make sure that any data presented could not lead to the identification of a member. All of this led to each client success manager (CSM) having a unique approach to the content, creating widespread inconsistency in what was being sent to customers.

The time required to create these executive business reviews and partnership reviews took away from the CS team’s ability to be strategic partners to customers. Modern Health needed to automate this content creation so that CSMs could focus on truly being champions for Modern Health at these companies, enable managers on how to talk about mental health with their teams, and get leadership buy-in on promoting the benefits of mental health resources.

Solution

Wyatt Farino, Client Success Operations Manager, immediately thought of Matik, having seen it automate this kind of data-driven content at Glassdoor.

“When I came to Modern Health, it was a no-brainer for me. I helped champion this tool internally, and positioned it as a core tool to help us scale the efficiency of our team over time,” said Wyatt. “I personally experienced the remarkable change that Matik provided me as a CSM. The amount of time it gave me back in my day allowed me to act more strategically for my customers.”

But there were two additional requirements that Matik had to fulfill for it to be viable at Modern Health: 1) easy to implement, and 2) up to the security standard of the healthcare industry.

Easy to implement: The revenue operations team didn’t have the full resources of the data and analytics teams to create the content, so Wyatt needed a way to implement Matik that didn’t require him to have intimate knowledge of Modern Health’s databases and schema structure. He was able to do this by leveraging Matik’s out-of-the-box data source integrations (specifically Looker). The integration made it easy to find the right metrics and apply filters so that Wyatt could build out a data-intensive 50-slide deck. Per Wyatt, “A non-technical person like myself was able to leverage Matik’s out-of-the-box data source integration to build out a 50-slide deck with a lot of data.”

High security standard: Being a mental healthcare company, with access to sensitive data, meant that security was of the utmost importance. It was critical that any platform Modern Health used was secure enough to protect the privacy of their members. Matik’s commitment to security, including its SOC 2 Type I and Type II certification, and compliance with the EU’s General Data Protection Regulation (GDPR) cleared Modern Health’s security standards.

“We didn’t have the full resources of our data and analytics teams to create this content, so when we purchased Matik, the operations team opted to leverage the Looker integration. This allowed someone like me, who does not have an intimate knowledge of our databases or schema structure, to lead the charge and implement the content, while only requiring minimal resources from the data and analytics teams." — Wyatt Farino, Client Success Operations Manager, Modern Health

Impact

After the straight-forward implementation of Matik by Wyatt, his client success team was able to automate the creation of the executive business reviews and partnership reviews. “Without Matik, I feel like we would have taken 10 steps backward as an organization. Like we would have gone back to the Stone Age, so to speak,” said Wyatt. All this led to:

More time to be strategic: The client success team was able to get back 150 hours per month, meaning more time for the strategic work that was really the core of being a CSM.

Engaging with customers more frequently: Given how much Matik automated the content creation process, the CSMs started generating more data-driven presentations to share with customers.

Increased consistency in messaging: By using Matik, the client success organization was able to centralize their templates and ensure consistency across content created for customers. Additionally, Matik acted as a catalyst for cross-functional partnerships and led to more alignment with the product marketing team.

Higher level of data integrity: Automating the querying of the data & how it was presented in the content meant that Wyatt had full control over the accuracy and quality of the data that CSMs were using in their conversations.

Increased efficiency around scaled programs: With Matik up and running, Wyatt was able to launch a new pilot program targeting small businesses. This program updated the customer throughout the year on how they were performing against their business objectives, which were shared at the beginning of the partnerships. The content included personalization for each of the goals.