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Simplifying Client Support and Resource Management with MeltingSpot
Customer STORY
Ooti
MeltingSpot allowed us to centralize all of our resources in one place, streamline support processes, and make it easier for clients to share their feedback and suggestions.
Grégoire Angel, CSS, @Ooti
Ooti is a digital, collaborative platform designed to simplify and centralize the administrative and financial management of architecture agencies. With a focus on improving efficiency, Ooti provides a comprehensive solution that helps firms save time and manage their operations more effectively.
Tackling Challenges Before MeltingSpot
Before adopting MeltingSpot, Ooti faced significant challenges in centralizing their resources for clients and managing interactions. They needed a streamlined way to share webinars, articles, and support materials in one place, while also facilitating communication between clients and their team.
"We struggled with organizing and centralizing our resources—webinars, articles, and support materials. Also, managing the interactions between clients, especially with feedbacks channels and forums, was becoming increasingly difficult," explains Grégoire, from Ooti.
"We struggled with organizing and centralizing our resources—webinars, articles, and support materials. Also, managing the interactions between clients, especially with feedbacks channels and forums, was becoming increasingly difficult," explains Grégoire, from Ooti.
How MeltingSpot Transformed Ooti’s Approach to Client Engagement
"MeltingSpot has allowed us to provide all of our resources in one place, whether it’s webinars, articles, or training courses," says Grégoire. "But more importantly, it’s streamlined our support processes. The data collection via forums and client-to-client exchanges has significantly reduced the volume of chat and email requests we receive."
MeltingSpot’s forum and feedback system has helped Ooti gather valuable feedback from clients, while also allowing users to interact and help each other, creating a more efficient support system. Clients are now actively participating in submitting feedbacks, which are then prioritized, improving the product development cycle.
With MeltingSpot, Ooti has been able to centralize everything in one place. Clients now have easy access to webinars, articles, and digital training courses, all in a collaborative space that enhances engagement. This has not only improved client satisfaction but also lightened the load on their support team.
MeltingSpot’s forum and feedback system has helped Ooti gather valuable feedback from clients, while also allowing users to interact and help each other, creating a more efficient support system. Clients are now actively participating in submitting feedbacks, which are then prioritized, improving the product development cycle.
With MeltingSpot, Ooti has been able to centralize everything in one place. Clients now have easy access to webinars, articles, and digital training courses, all in a collaborative space that enhances engagement. This has not only improved client satisfaction but also lightened the load on their support team.
Creating Valuable Content for Clients
Ooti uses MeltingSpot to create a variety of valuable content for their clients, including:
- Client feedbacks collection: Through forums, Ooti gathers feedback and suggestions for product improvements, enabling clients to actively contribute to product development.
- Communication of updates: Ooti uses MeltingSpot to share the latest updates and features with clients, keeping them informed of new developments.
- Digital training courses: Ooti offers training courses for clients to better understand how to use the platform and improve their operational efficiency.
- Webinars: The platform hosts live sessions, which are embedded on the website, allowing clients to join seamlessly.
"We’ve also noticed that our feedback system has been quite successful. Not only are our clients using it, but our support team also shares the link to help familiarize clients with submitting their own feedback," says Grégoire.
Results and Trends Since Launch
Since implementing MeltingSpot, Ooti has seen significant improvements in client engagement and support. "The biggest benefit has been allowing our clients to follow our webinars directly on our embedded site, and the automation of emails related to live sessions has been a game-changer," Grégoire adds.
While the courses are still growing in usage, Ooti hasn’t seen major changes yet. However, the management of user groups and permissions has improved, creating a more organized system for access control. As for the feedback feature, it’s being actively used, benefiting both clients and the support team in streamlining communication.
"The feedback system is working well—whether it's our clients using it or the support team sharing it with customers, it’s making our interactions more productive," concludes Grégoire.
While the courses are still growing in usage, Ooti hasn’t seen major changes yet. However, the management of user groups and permissions has improved, creating a more organized system for access control. As for the feedback feature, it’s being actively used, benefiting both clients and the support team in streamlining communication.
"The feedback system is working well—whether it's our clients using it or the support team sharing it with customers, it’s making our interactions more productive," concludes Grégoire.
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