“The time saved with Mixmax is huge. It empowers us to use that time we don’t have to spend writing individual emails to nurture relationships with customers through proactive meetings.” - Bridget Sicard, Director of Customer Success at Atrium
Who is Atrium?
Atrium is a data-driven sales management tool that helps sales and RevOps leaders produce the best-case pipeline needed to hit their next-quarter bookings numbers.
Challenges and objectives
Atrium’s customer success team was facing challenges with scheduling meetings, building out email sequences, and doing repetitive tasks.
Specifically, their challenges included:
- Going back and forth with customers over email to book meetings.
- Drafting the same emails over and over again.
- Training new reps on how to respond to customers.
- Engaging with customers and getting replies.
Atrium’s main goals were to make it easier for customers to book time with the CS team, build new sequences to boost engagement, and create templates for specific scenarios to eliminate repetitive work and get new hires up and running a lot faster.
“Mixmax isn’t a nice-to-have, it’s a need-to-have for customer success teams. It would be a huge detriment if we didn’t have it anymore.”
Atrium chose Mixmax’s sales engagement solution to increase engagement with customers and automate tedious tasks.
Key features and functionality they used:
- One-click meetings for scheduling.
- Personalized email sequences.
- Templates (their favorite feature).
- Workflow rules & reminders.
- Email tracking (opens, clicks, replies).
“One way to get people to hate their lives is making them do the same thing over and over again,” said Bridget Sicard, Director of Customer Success at Atrium. “So I said, ‘Okay, templates are something I can give them as a gift’. And so I got really into templatizing things. And it's now at a point where we need to clean up the amount of templates we have because we have too many!”
“And then the sequences came after that,” continued Sicard, “where we wanted to reach out to certain groups of people to engage them about our product’s different use cases or low usage follow-ups, as well as 90-day renewal reminders.”
Atrium was also able to implement specific rules where their CS team could identify clients that were “super users” to create a manual email task to send them praise and check-in. This helped them boost engagement and solidify their relationships with customers.
And finally, they used Mixmax Rules to automatically add certain contacts in Salesforce to Mixmax sequences. “Where we have seen really good usage and ease of use are in the templates, sequences, and rules," said Sicard, "and I think that's probably the biggest investment I've intentionally made in Mixmax."
“I’m able to pluck my team’s exceptional emails from obscurity and templatize them to get everybody else to use them.”
With Mixmax + free training sessions, Atrium’s CS team flourished.
🟣 259% increase in meetings booked with customers.
🟣 74% email open rate.
🟣 348 hrs saved per year (29 hrs/mo) with templates that automatically pull data using variables.
🟣 Ability to start building stronger relationships vs. focusing on repetitive work.
🟣 Eliminating the back-and-forth when booking meetings.
“The time saved with Mixmax is huge. It empowers us to use that time we don’t have to spend writing individual emails to nurture relationships with customers through proactive meetings.”
Your CS team + Mixmax = match made in heaven
If your customer success team is struggling with manual tasks instead of focusing on building long-lasting relationships with customers, it’s time to invest in a sales engagement solution.
This nifty sales engagement evaluation checklist can help you decide whether Mixmax is the right fit for your team.