Improving Customer Success Efficiency with Scribe at Crexi
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
About The 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.
The 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 Additionally, the internal process documentation was becoming outdated quickly, making it difficult to keep their Sharepoint platform updated.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.
The 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.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Energy Saving & Power Monitoring System
Recently a university in Taiwan was experiencing dramatic power usage increases due to its growing number of campus buildings and students. Aiming to analyze their power consumption and increase their power efficiency across 52 buildings, the university wanted to build a power management system utilizing web-based hardware and software. With these goals in mind, they contacted Advantech to help them develop their system and provide them with the means to save energy in the years to come.
Case Study
Intelligent Building Automation System and Energy Saving Solution
One of the most difficult problems facing the world is conserving energy in buildings. However, it is not easy to have a cost-effective solution to reduce energy usage in a building. One solution for saving energy is to implement an intelligent building automation system (BAS) which can be controlled according to its schedule. In Indonesia a large university with a five floor building and 22 classrooms wanted to save the amount of energy being used.
Case Study
Powering Smart Home Automation solutions with IoT for Energy conservation
Many industry leaders that offer Smart Energy Management products & solutions face challenges including:How to build a scalable platform that can automatically scale-up to on-board ‘n’ number of Smart home devicesData security, solution availability, and reliability are the other critical factors to deal withHow to create a robust common IoT platform that handles any kind of smart devicesHow to enable data management capabilities that would help in intelligent decision-making
Case Study
Protecting a Stadium from Hazardous Materials Using IoT2cell's Mobility Platform
There was a need for higher security at the AT&T Stadium during the NFL draft. There was a need to ensure that nuclear radiation material was not smuggled inside the stadium. Hazmat materials could often be missed in a standard checkpoint when gaining entry into a stadium.
Case Study
Commercial Building Automation Boosts Energy Efficiency
One of the challenges to building automation is the multitude of non-interoperable communications protocols that have evolved over the years. Buildings have several islands of automation. Bridging the islands of different automation without losing the considerable investment in each specialized control network is the main focus in this solution.
