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“Our CSMs are constantly telling us how Matik has changed the way they work. Being able to easily pull data-driven resources gives them the tools to have really impactful discussions with customers. It's taken their focus away from pulling data and piecing it together, to instead being able to have meaningful discussions and add value. At this point, every CSM on the team would tell you that they could not do their job without Matik." -Bianca Longino, Senior CS Analyst, Salesloft
Salesloft is the leading sales engagement platform focused on helping sellers personalize their outreach and get to that “yes” moment quicker. With a mission built on tailored communication and data-driven selling, it’s no surprise that Salesloft aims to provide those same things to their own customers.
Salesloft has committed focus to personalization throughout the customer journey, and customer success managers (CSMs) are responsible for presenting personalized KPIs for each customer in quarterly business review (QBR) presentations. These presentations need to be tailored specifically for each account to keep the insights engaging and informative. However, creating QBR presentations was a tedious, manual process and everyone was doing it differently. CSMs had to sift through numerous data points in Looker, Salesforce, and other sources to find data, pull it together, and attempt to tell the right story. With this process in place, QBRs at Salesloft were a reactive and unintuitive process, and much of CSMs’ time was taken away from having valuable conversations with customers.
Salesloft needed a better way to deliver data-driven presentations to customers, but they didn’t have the budget for a third-party tool that could solve this problem. They did have resources reserved to build something internally, and for a short period of time, they relied on an internally built QBR automation solution powered by Google Sheets.
However, within four months of the tool being in place, Salesloft deprecated it and replaced it with Matik. The internally built tool broke easily, was too time consuming to maintain, and didn’t have the power or flexibility to provide a dynamic story tailored to each customer.
Because the Google Sheet was manually populated with Looker data, which then powered the QBR slides, the internal tool would break every time anyone on the data team edited queries in Looker and adjusted the model. This meant that the team that built the internal tool was now fielding ad hoc requests to fix it almost daily. Salesloft’s internal QBR automator also didn’t solve the problem of providing CSMs with a consistent narrative—it simply didn’t have the power or flexibility to provide a dynamic story tailored to each customer. Instead, it compiled data for each customer that CSMs still had to sift through and make sense of. While this was a step in the right direction, it still left CSMs with a lot of work left to do.
Within five weeks of purchasing Matik, Salesloft was up and running with their first template, the QBR. For the first time, CSMs now had the ability to provide each customer with a data-driven presentation showing the value of Salesloft’s platform, and they were able to build it in just a few minutes.
“The internal tool we built was a step up from manually pulling data, but didn't solve our core problem. Our CSMs were still spending hours piecing together data and we lacked a consistent customer narrative. We reached out to Matik because we needed to elevate the way we did QBRs and give data-driven presentations without consuming our CSMs’ time. We ended up completely replacing our in-house solution and investing in Matik to automate our QBRs, which has been an absolute game changer for the team.” -Bianca Longino, Senior CS Analyst, Salesloft
In total, Salesloft’s QBR template built Matik's automated customer success content solution has been used by CSMs to influence $60M in ARR across 700+ Salesloft accounts. Even more striking, customers who received a QBR from Salesloft CSMs renewed at a rate of 98% and upgraded at a rate of 86%.
CSMs at Salesloft created 1,488 QBRs over the course of 12 months and still saved 4,389 hours total, because these decks that used to take them at least three hours to build are now generated by Matik in just three minutes. That’s nearly 366 hours saved on the CS team every month.
This time saved enabled Salesloft to expand to a variety of other use cases in Matik. They used Matik to build more than 5,000 presentations and generate 395,474 total data insights over 12 months, including customer health check one-pagers, portfolio evaluators, and even cadence auditors that show customers how their Salesloft performance compares to that of their competitors.
Using Matik has allowed the CS team at Salesloft to deliver a superior, game-changing experience to their more than 4,200 customers (and growing).