“One of our largest initiatives is value selling. With Matik, we’re able to enable CSMs to provide tactical feedback on how customers can uplevel their ROI with Samsara, which means that they have more confidence in building relationships with customers. Without it, the insights would not be nearly as powerful.” - Salim Salha, Sr. Sales Operations and Strategy Analyst

Challenge

Samsara, a connected operations cloud platform, enables organizations to digitize their physical operations and gain insights from IoT data to improve safety, efficiency, and sustainability. To help their customers find success with Samsara, customer success managers (CSMs) would conduct business reviews and show them how to maximize their ROI from Samsara.

The deck for these business reviews was time-consuming and inefficient - it could take up to 2 hours to create an entire business review deck. It involved CSMs going to Google Drive to find the template, copy and paste data into them, and then manually review the data to create insights. Additionally, the deck wasn’t localized and only a deck for the United States existed, even though Samsara was a business with customers around the world. 

On top of all this, Samsara’s ops teams would still receive many questions around the data due to inconsistencies. Since different metrics were used by different teams, there was a lot of misalignment in terms of how data was pulled. Even customers might see different data from what their CSM was seeing.

CSMs needed time to have more value-based discussions with customers & have more confidence in the data they were pulling. To help them, Samsara began to look into automating workflows and a way to create a consistent source of truth when it came to the data.

Solution

Given Samsara already used Gainsight as their customer success platform, they first explored using its presentation automation feature, Success Snapshot. Ultimately, they found the feature was not robust enough to handle their sophisticated presentations:

• Admins struggled to tokenize content and insert it into slides as needed. 
• Customization was limited, making it difficult to meet Samsara’s needs.

With Matik, Samsara found a tool that made it simple to take data from all their different tools and create data-driven presentations. Salim Salha, Sr. Sales Operations and Strategy Analyst, called out that “Matik’s Google Slides tool makes it easy to just add data-driven content.”

“Using Matik, we’re able to take all the different data from various tools, and put them together into a nice, visually stimulating presentation to drive customer action and give them good insights”.  - Salim Salha, Sr. Sales Operations and Strategy Analyst

Impact

As a result of implementing Matik to automate their various data-driven content, Samsara saw the following impact:

Improved customer adoption. By launching a new Matik-powered template focused on increasing device activation, Samsara reduced the number of CTAs triggered by low device activation by 34.4%. 

Less uncertainty around data. “By being able to automate the content, and concretely define each metric, it’s all become very buttoned up and organized. As an ops team, we can ensure the data in the decks are accurate, which has in turn created less issues, and reduced the number of data questions we receive by 50%,” explained Salim.

Easier to create new content. Since launching Matik, Samsara has also automated risk CTA storytelling and metric analyses, value realization check-ins with customers, and product feedback summaries tied to customer sentiment and renewal impact. “Matik has become a foundational tool across our CS Ops stack, not just for Business Reviews. It’s very easy to create content. There’s a very low entry point in terms of the knowledge that you need to have, especially with the out-of-the-box integrations with data warehouses, BI tools and CRMs. If you use the data in any of those systems, then you can use it in Matik,” shared Salim. Samsara has also gone beyond slides, and now also automates Google Docs to streamline the creation and sharing of data-heavy reports.

Happy CSMs. CSMs found Matik intuitive and effortless to use, requiring no additional training. According to Salim, “Matik’s NPS with the Samsara team is very, very high. We save the team a  lot of time which is always going to be appreciated.”

Automating global and cross-functional enablement. “We’ve also expanded localization and data integration to support our global CS teams, which has driven template reuse and process standardization,” added Salim. Samsara also leverages Matik to not only support CSM-only use cases, but also to make it easier to collaborate cross-functionally with product, sales, marketing and data science. This included executive briefs, a deck with over 500 insights launched in partnership with sales and data science, to streamline prep for leadership-facing customer meetings and a core part of their strategic engagement model.

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