Scribehow Case Studies Improving Customer Success Efficiency with Scribe at Crexi

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	Improving Customer Success Efficiency with Scribe at Crexi Scribehow

Improving Customer Success Efficiency with Scribe at Crexi

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Technology Category	Analytics & Modeling - Big Data Analytics Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Buildings Education
Use Cases	Time Sensitive Networking Virtual Training
Services	Training
Challenge	Crexi, a marketplace for commercial real estate listings, faced a significant challenge in keeping their internal and external help documentation up-to-date due to frequent product feature releases every two weeks. The Customer Success Managers (CSMs) were spending a lot of time creating videos to answer client questions, which were time-consuming to update and distribute. Additionally, the internal process documentation was becoming outdated quickly, making it difficult to keep their Sharepoint platform updated. The CSMs also had to create a new document for every client question to provide personalized answers, which was a time-consuming process that impacted their productivity. Read More
About Customer	Crexi is a commercial real estate marketplace that is transforming the industry with advanced, integrative technology and data analytics designed to accelerate the success of every CRE stakeholder. The platform offers services ranging from trading properties to machine-learning-powered industry intelligence. Crexi's intuitive CRE solutions accelerate transaction velocity and have empowered nearly 2 million monthly users to close $330 billion in deals and market over $2 trillion in property value. The Customer Success team at Crexi is responsible for ensuring their clients' success on the Crexi platform, which fuels the company's recurring revenue growth. Read More
Solution	Crexi's Customer Success team adopted Scribe as their standard tool for answering ad hoc client questions and updating internal training documents. Scribe's ease of use motivated the team to regularly update and distribute documentation despite frequent changes in processes and products. With Scribe, CSMs could quickly document a process and send it to a client or upload it into their internal Sharepoint. This reduced the time taken to answer client questions by 70 percent, allowing the CSM team to focus more on their territories and provide better customer support. For internal training documentation, Scribe enabled the capture of a process in the same time it takes to perform the process, significantly reducing the time taken to create documentation. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings

Education

Use Cases

Time Sensitive Networking

Virtual Training

Services

Training

Challenge

Crexi, a marketplace for commercial real estate listings, faced a significant challenge in keeping their internal and external help documentation up-to-date due to frequent product feature releases every two weeks. The Customer Success Managers (CSMs) were spending a lot of time creating videos to answer client questions, which were time-consuming to update and distribute. Additionally, the internal process documentation was becoming outdated quickly, making it difficult to keep their Sharepoint platform updated. The CSMs also had to create a new document for every client question to provide personalized answers, which was a time-consuming process that impacted their productivity.

About Customer

Crexi is a commercial real estate marketplace that is transforming the industry with advanced, integrative technology and data analytics designed to accelerate the success of every CRE stakeholder. The platform offers services ranging from trading properties to machine-learning-powered industry intelligence. Crexi's intuitive CRE solutions accelerate transaction velocity and have empowered nearly 2 million monthly users to close $330 billion in deals and market over $2 trillion in property value. The Customer Success team at Crexi is responsible for ensuring their clients' success on the Crexi platform, which fuels the company's recurring revenue growth.

Solution

Crexi's Customer Success team adopted Scribe as their standard tool for answering ad hoc client questions and updating internal training documents. Scribe's ease of use motivated the team to regularly update and distribute documentation despite frequent changes in processes and products. With Scribe, CSMs could quickly document a process and send it to a client or upload it into their internal Sharepoint. This reduced the time taken to answer client questions by 70 percent, allowing the CSM team to focus more on their territories and provide better customer support. For internal training documentation, Scribe enabled the capture of a process in the same time it takes to perform the process, significantly reducing the time taken to create documentation.

Impact #1	The adoption of Scribe has brought about significant operational improvements at Crexi. The Customer Success team can now rely on accurate and up-to-date documentation, which has increased client satisfaction and value derived from the platform. The team is now able to provide exceptional service to their clients due to the time saved in answering ad hoc client questions. Internally, the daunting task of keeping the Customer Success Sharepoint updated is no longer a challenge. The team can quickly capture new processes and update existing ones as Crexi rolls out new product and process updates. This has streamlined their workflow and made their operations more efficient.

Impact #1

The adoption of Scribe has brought about significant operational improvements at Crexi. The Customer Success team can now rely on accurate and up-to-date documentation, which has increased client satisfaction and value derived from the platform. The team is now able to provide exceptional service to their clients due to the time saved in answering ad hoc client questions. Internally, the daunting task of keeping the Customer Success Sharepoint updated is no longer a challenge. The team can quickly capture new processes and update existing ones as Crexi rolls out new product and process updates. This has streamlined their workflow and made their operations more efficient.

Benefit #1	Reduced the time taken to answer client questions by 70 percent.
Benefit #2	Decreased the time it takes to create documentation by 90 percent.
Benefit #3	Enabled the creation of new client documentation in just 3 minutes.

Benefit #1

Reduced the time taken to answer client questions by 70 percent.

Benefit #2

Decreased the time it takes to create documentation by 90 percent.

Benefit #3

Enabled the creation of new client documentation in just 3 minutes.

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Overview

Improving Customer Success Efficiency with Scribe at Crexi

Operational Impact

Quantitative Benefit