Case Study

Clari Copilot saves MarketMan time by reducing friction internally

MarketMan helps restaurants keep costs under control and efficiently manage inventory by automating back-of-house operations.

Their cloud-based inventory management and purchasing solution simplifies all back-of-house operations for restaurants. This includes streamlining everything from inventory to budgeting, reporting, supplier management, and budgeting.

MarketMan uses Clari Copilot for all levels and roles within their customer success operations—customer service reps, trainers and customer success managers. MarketMan’s Director of Customer Success, Grace Putman, is a Clari Copilot power user and relies on the tool to coach her entire team.


Challenge: Overcoming a tedious call review process

Before Clari Copilot, when Grace’s team would send a daily recap of their work (since they all work remotely), she would have to go read the recap. Then she'd have to pull up the account of the call that she wanted to listen to in Totango (MarketMan’s CRM system). She'd then find the Zoom recording, click on the Zoom recording link and type in the password. If she had any comments, she'd have to start a task in the CRM for the comments and try to write them in an order that makes sense based on the call.

Clearly, call reviewing was a pretty tedious process.

Now Grace just keeps Clari Copilot open on her computer and whenever she has a few minutes, she can see everyone's calls, listen to them, add comments or feedback, and tag people if needed.

Solution: Running all key customer success processes with Clari Copilot 

Grace: Because of the way we run our operations, it's impossible for me to be in a thousand places at one time. So, Clari Copilot helps me run some key processes with my team.

The way Grace uses Clari Copilot depends on what calls she’s listening to, because every call, or at least most of them, doesn’t necessarily follow the same flow.

For example, for customer service calls, she really likes using call scorecards because they help her evaluate the team’s performance. She watches training calls for different reasons though: one to make sure that if there were questions, were they answered correctly? And second, to create a game tape out of a good call—such as the client being responsive, and if her reps asked good questions.

Clari Copilot also helps MarketMan when it comes to onboarding new hires. Grace doesn't have to pick and choose the recordings that she should share with them as part of their onboarding; she has a whole library of tapes already prepared for them.

“Clari Copilot helps me to get ahead of any issues and provide both positive and negative feedback. It definitely saves us a lot of time by reducing friction internally among my team.”

Grace Putman
Director of Customer Success at MarketMan

Result: Clari Copilot helps MarketMan get ahead of challenges

Grace: For my customer success managers, I'm looking to get ahead of any problems or challenges that they might face.

With Clari Copilot, Grace can answer any questions that her team might have without them having to come to her or without there being a big delay in the process. They don't need to explain the whole issue.

“My team members sometimes also send me either snippets or a whole call and tag me on it and say, ‘Hey, can you watch this? Or did I answer this correctly?’. And if they explain something really well and I want to point that out or give them positive feedback, I do that as well; it's not always negative feedback,” shares Grace.

The impact of Clari Copilot

Would Grace recommend Clari Copilot to others?

“Yes, I would definitely recommend Clari Copilot to others”, says Grace.

From the team’s perspective, it helps members to ask questions easily and get answers easily.

‍The most successful customer service rep at MarketMan says that she is most successful because she has access to all these calls and she can watch them easily.

Grace: I get really great feedback from my team as well. The recent four or five people we've hired said Clari Copilot has been their favorite part of the onboarding!

Thanks, Grace!

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