An ever-changing platform, high volume of client questions, and outdated documentation lead Crexi's team to search for a better documentation solution.
Rachael Schiffris manages a Customer Success team at Crexi, a marketplace for commercial real estate listings. The Customer Success team is responsible for their clients’ success on the Crexi platform, which fuels the company’s recurring revenue growth.
Because Crexi releases new product features every two weeks, both internal and external help documentation grows stale almost immediately. Before Scribe, Crexi’s Customer Success Managers (CSMs) were creating videos to answer client questions, which take too much time to update and send out. Internal process documentation gets outdated quickly, and keeping Sharepoint up to date is a tall task.
Rachael initially found Scribe when she was tasked with overhauling her team’s training resources. After finding value using Scribe for her own processes, Rachael introduced it to the rest of her CSM team, who immediately began using it to answer client questions and update internal process documentation.
With Scribe, the Customer Success team is able to save time answering client questions and updating internal training documentation.
Crexi’s Customer Success team uses Scribe as their standard for answering ad hoc client questions and quickly updating internal training documents. Even though their processes and product change frequently, the team is motivated to regularly update and send out documentation because of Scribe’s ease of use.
Now, Crexi's CSM team is using Scribe for two use cases:
Answer client questions faster
Rachael’s team of Customer Success Managers are tasked with maximizing their clients’ adoption and value of Crexi’s platform, and spend a majority of their day answering client questions. Rachael’s CSMs each manage a territory of clients, so not having a quick and scalable way to answer these questions really impacts their productivity.
CSMs have to take the time to create a new document or record a video for every client question in order to personalize answers to each client’s account, which takes 5-10 minutes per question.
With an entire territory of clients per CSM, this time adds up.
Now, with Scribe, CSMs can quickly spin up new client documentation in the same time it takes for them to log in to their client’s dashboard — only 3 minutes.
“Before Scribe, we were doing screenshots in Word docs. Scribe is amazing because it takes my clicks for me.”
The CSMs have received positive feedback from their clients that the Scribes are comprehensive and easy to follow, increasing client satisfaction and value from the platform.
By reducing the time it takes to answer client questions by 70 percent, Crexi’s CSM team has more time to focus on their territories, ensuring all clients receive great customer support and recognize value on their Crexi investment.
Keep internal training documentation updated
Rachael was tasked with updating her team’s training resources via SharePoint, which her team uses as its internal wiki to house training and documentation.
Because Crexi is constantly iterating its internal processes on Salesforce and other tools, the SharePoint gets outdated fast. She had originally estimated that this project would take two months of her time to update and add documentation.
With Scribe, Rachael is able to capture a process in the exact same time as it takes her to do the process.
No more taking screenshots, manually writing text or adding animations — what used to take her 15 minutes now takes only two.
“With Scribe, updating a document now only takes two minutes.”
After capturing a Scribe, Rachael is able to directly embed the Scribe into SharePoint —allowing the rest of her company to easily follow the steps without ever leaving their flow of work in SharePoint.
Armed with Scribe, keeping the Customer Success Sharepoint up-to-date is no longer a daunting task. Rachael can quickly capture new processes and update existing Scribes as Crexi rolls out new product and process updates.
Time savings (internal)
Decrease in time spent creating documentation
Time savings (client-facing)
Decrease in time spent answering ad hoc client questions
Huge times savings allow Crexi's Customer Success team to provide better service to their clients.
Crexi’s CSM team is able to use Scribe to reduce the time they spend answering ad hoc client questions by 70 percent, which gives them time back to provide exceptional service to their clients.
Internally, Rachael now uses Scribe to keep Crexi’s Sharepoint updated with the latest and greatest process and product documentation, despite Crexi rolling out new product updates every two weeks. Scribe has decreased the time it takes Rachael to create documentation by 90 percent.
