This is a product that is really useful in my role as a customer success manager. Our company develops marketing automation tools that Fortune 500, enterprise companies use with their internal marketing channels.
We use both Lucidspark and Lucidchart. With Lucidspark, we use it for workshops that we plan with our clients. These are strategy workshops that help them map out what they will ultimately do in our product before they actually touch it. They have to map out what the different messages are that they're going to send, what channels they're going to send them to, and what the strategy is for who receives those messages. They decide how are they going to target, personalize, et cetera.
For this use case, Lucidspark becomes a virtual whiteboard for our clients during these workshops because we've not been able to go in person since the pandemic started. Normally, we would do these works at the client site but now, we can bring it to a virtual environment and make it a really interactive experience. The client actually walks away with something really visual and really clear that shows them what they are going to use to build their system.
I use both Lucidspark and Lucidchart for two different types of workshops. The first type is a simple session that we call an effort impact workshop. This is where our clients will use post-it notes to post their ideas for different campaign types and different channels, and we'll then chart that on an effort impact graph. It's super interactive and it's really beautiful and easy to do when we're using Lucidspark.
We use Lucidchart for our user journey workshop that we run. It uses the flowchart method to build a user journey, such as an onboarding journey, or lapsing user journey, that then translates really easily into something that they would build using our product. The difference is that they would fill it with real campaigns.
The client does not have access to our Lucidchart directly. Rather, we present the charts that we design for them. It makes it easy to demonstrate something that we can't easily demonstrate on our own platform.
When I use this platform, things that would be really difficult to make interactive or make really visual can be done a lot easier. For example, when I am doing a user journey workshop, my goal at the end of it is to ensure that my client adopts the use of one of our products. It is essentially a user journey-building tool, but our clients have a really hard time knowing where to start. However, when you map the flow chart out and build it in Lucidchart, they get to see exactly what they need to build. Afterward, they get access to what we come up with together, and then they just have to use that logic to build what they need to build in our main product.
If they didn't have this pre-work done, then they would have a really challenging time, and run into a lot of issues using our product to build out this journey. A lot of what our clients do requires a little bit of pre-work because they're building out these user journeys that target really specific clients, and their audience requires them to think through the logic of when users will receive messages, et cetera. We found that for us, as CSMs, we have a much higher rate of success with clients being able to enable themselves to use our platform when we can do these workshops and actually demonstrate what they need to do in this virtual whiteboard space.
For instance, using Lucidspark and the post-it note method, we have a brainstorming workshop. It provides a really good foundation for something that they're going to go on to do on our platform. Also, because we are strategic partners with our clients, oftentimes, they'll come to us for things that they need. Perhaps they will ask for advice on what a new type of campaign is that they can run, or maybe they would like to do something different than they are doing today. It helps us with enabling them to adopt our platform more.
We really want to make sure that they're getting this opportunity to brainstorm with their team and come up with new ideas. We have clients like restaurants and retail clients that want to find new things that they can do, and this becomes a really nice whiteboard for saving all of those ideas in one place. We can share it with them afterward, making sure that they have something that they've taken away from this meeting and can actually apply when they're using our platform.
We've been conducting remote sessions since March of last year, and this really came in as a solution to us not being able to conduct our workshops in person. We're very collaborative on this team and also as a company. This is true not only with our clients but also internally. We really value being in person with each other and it's hard to quantify what the delta is of having to do this virtually versus in-person.
I think there's a lot of value to using something like this in person, but where I see the value of how this works for us virtually is that it was meant to replace whiteboarding in person. I really like that it's digital and that you can create what you need to on your own time. You don't have to be in the same room as your colleague to both collaborate on a document.
The same is true for your client, where you don't have to be in the room with them at the same time. Even if they are, it makes it a lot more inviting for the clients to add their brainstorm ideas because oftentimes, it seems when we go in person, it can be hard when you're sitting in a room with so many people. It is hard to speak up and be the person who offers an idea versus here, where you don't have to necessarily speak up to get your thoughts on the board. You can just put it there, and that creates a much more inviting environment for a lot of our clients.
It is more inviting even for a lot of our people internally, who don't have to raise their hand to say something or add something. It's simply that we're all working on this document, you can add your thoughts to the document, and that has created a really effective way for us to work while we've been remote.
The biggest way that Lucidspark has improved the way our organization functions is with the workshops that we have with our direct clients. The way that we quantify our own success is time to value for our clients, so we want to make sure that in the least amount of time, they get the most value out of our platform.
That value comes from them adopting more and more of our platform, handling more mature use cases, and doing what we consider best-in-class marketing. They can achieve it with our platform but it takes more time. The overall time to value has been greatly reduced, and using a platform like this enables us to enable our clients to achieve some of the goals that we have for them.
A reduction in time to value is a positive metric but also, having a higher engagement with our clients is also a benefit. It is difficult to become remote when you're used to hosting these workshops, or doing what we call executive business reviews with clients in person. Now that we've moved them into our remote environment, we've lost a lot of engagement. This is the reason that we've had to invest in tools like this, which have enabled us to get those clients to participate more.
Essentially, using this platform increases participation, which equates to an increase in engagement, which for us, is relatable to higher NPS scores from our clients for our product.
The productivity of our brainstorming sessions has definitely increased with the use of Lucidchart. My workshops have seen a much higher engagement. In the past, maybe ten or twenty percent of my clients would normally participate. With Lucidspark being involved, I see almost 90% engagement of everyone in the room, because they're required to add something. They want their thoughts on the board and it's not requiring them to speak up necessarily. Rather, it's allowing space and flexibility for them to add what they need to add, and they see that it's interactive, which has been a really quantifiable way for me to see the value in this and why I continue to use it.