Interview

How to keep customers happy and projects aligned

Heath Jones - Cloudhesive
Director of Service Delivery & Compliance
Chad Conant - Cloudhesive
Customer Success Manager

Interview

How to keep customers happy and projects aligned

The company Cloudhesive was looking for an easy integration of Outlook and Confluence. After a few months using Meetical we were able to speak to with two early adopters and found out why they like Meetical: "It's efficiency, but it's also standardization."

Customer Interview

Lukas Gotter (Meetical):

Welcome Chad and Heath from Cloudhesive to this interview about your experience with our App for Confluence Meeting Notes!

My main goal for this is that you share a little bit of your experience over the last few months with the Meetical App with us.

How was the situation regarding meeting notes at Cloudhesive before you got Meetical?

Heath Jones (Cloudhesive):

Hi Lukas! Prior to using Meetical, we had just moved to Confluence. We were quickly realizing the benefit of Confluence but as an organization we didn’t have a standardized method for taking notes and everyone seemed to be using a different tool. Chad for example was using OneNote, which allowed him the benefit of formulating meeting notes directly from Outlook with an incorporated attendee list. We wanted a tool that would help us to centralize, standardize, and enhance our note taking in Confluence. We searched for a solution and we found your product. Before Meetical I had to manually move attendees and meeting details over to Confluence from the calendar invite. Your tool has help us solve that problem. Meetical has been very beneficial to us since then! It was a very good product to start with and it looks even better now. We are looking forward to the continued enhancements.

I was creating meeting notes directly in Confluence, but I had to manually move attendees and meeting details over from the calendar invite.

So, that's why we searched for a solution, and we found your product. It's been very beneficial to us since then! So, it was a great start and it looks like it's getting even better.

Before Meetical I had to manually move attendees and meeting details over to Confluence from the calendar invite.
Heath Jones, Director of Service Delivery & Compliance at Cloudhesive
Lukas Gotter:
Cool. What would be the number one benefit you both get from the product? Like, is it speed? Or because information is now more precise?
Chad Conant (Cloudhesive):

I would say that it's efficiency. It's efficiency, but it's also standardization. Heath had mentioned that, we had different people using different tools. It wasn't easy.

Now that we've paired Meetical with Confluence, we've standardized note-taking. We're still in the process of bringing other departments in line with it. But Heath and I are the two main project managers at CloudHesive, and we're both using the tool now. So it helped to standardize our note-taking and the format for the notes going back out to the customers, depending on which customer and which PMO that you were looking at.

And the integration between Outlook, Meetical, and Confluence makes it much easier to take notes and then store those notes into Confluence for easy access. Not only for the PMs, but for anybody that wants to see that historical memo within the space that we create for each of our customers.

The integration between Outlook, Meetical, and Confluence makes it much easier to take notes and then store those notes into Confluence for easy access.
Chad Conant, Customer Success Manager at Cloudhesive

Lukas Gotter: Thanks for sharing this. I’m curious, what kind of meetings you mainly manage with the Meetical App?

Chad Conant:

Yeah, so as a Project Manager that works hand in hand with the professional services team at Cloudhesive, we'll have recurring meetings with our customers for every one of our projects. So it was nice to see that Meetical has the ability to store and manage those recurring meetings as well. So, for most of my projects, I'm meeting with the customer on a weekly basis.

Two minutes before a meeting is set to start, I open up the calendar invite, and we fire up Chime. That's the teleconferencing application that we use internally. At the same time, I'm able to create the Confluence page within the Outlook event, right there from the meeting invite, open it up, and then start taking the notes, as the meeting progresses. As a project manager, working on these projects, it's our responsibility to make sure that we're capturing all the information that is discussed in the meeting. So, we do that and then this process is easy with Meetical. Then I can do an export into PDF from Confluence and send those notes back out as a reply-all, on the meeting.

Two minutes before a meeting is set to start I'm able to create the Confluence page in Outlook, right there from the meeting invite, open it up, and then start taking the notes.
Chad Conant, Customer Success Manager at Cloudhesive

Lukas Gotter: Anything you would like to add to that, Heath?

Heath Jones: Just something about the way we share out the notes. Right now, I tend to export the notes from Confluence to PDF and then send them over to the customer. But we were also using an additional App called External Share for Confluence. We were using the free version of that, which was working pretty well. I wasn't using that a lot to share our meeting notes, but I think that that tool combined with your tool really adds a professional level to how we interact with our customers. So I think that's beneficial as well.

These tools really add a professional level to how we interact with our customers
Heath Jones, Director of Service Delivery & Compliance at Cloudhesive
Lukas Gotter:

Very interesting, thanks for sharing.

Regarding the evaluation of the App and determining the value it creates for you. Could you share what your process looked like, what could maybe be improved and how you finally made the decision to make the investment and buy the App?

Chad Conant:

So, whenever we want to introduce a new potential expense to the company, in this case, Meetical, Heath and I need to justify the expense, right? And so, we worked with you for a while to beta test and then run a free version of the tool where we vetted out the value of Meetical.

Ultimately, we were then able to convey that value, first within our own team, then the customer success group at Cloudhesive, which has a couple of other members in it. We brought them on board and had them evaluate and use the App. And then, most importantly, we had to take that all the way up the chain to the CEO and do kind of a demonstration for him.

We were able to convey to the CEO the value of Meetical and how ultimately, it would probably even save our company money. When we're talking efficiency, like we mentioned before, Meetical does offer great value. It saves a lot of time compared to the way of taking notes within disparate systems, manually filling up templates and trying to get that into Confluence, and then sending it to the customers. So Meetical, for us at this point really had a lot of value, the price was fair and we bought the subscription.

Meetical does offer great value. It saves a lot of time compared to the way of taking notes within disparate systems.
Chad Conant, Customer Success Manager at Cloudhesive
Lukas Gotter:

This is great to hear, thanks for sharing that.

And now to my typical product owner question: On a scale from zero to 10, where zero is not very likely, and 10 is very likely. How likely is it that you would recommend Meetical to friends and colleagues.

Chad Conant:
For me, if those people had the same challenges that we did, at this point I would probably give it a 10.

Heath Jones: Yeah. I would say exactly the same. I would have no problem recommending it to anybody. It's been a great tool. It's been really beneficial for us. And like Chad mentioned earlier, it's really helped us to standardize the way that we take notes, look more professional to our customers and, definitely has added a greater level of efficiency, around the note taking process.

It really helped us to standardize the way that we take notes, look more professional to our customers and, definitely has added a greater level of efficiency, around that note taking process.
Heath Jones, Director of Service Delivery & Compliance at Cloudhesive
Lukas Gotter:

Wow. Amazing!

And, at this point also thank you for your input regarding the abilities to modify the participant’s attendance status directly in Confluence. We’ve just shipped that feature and we are looking forward to how you like it.

Heath Jones:

That sounds really great. We'll definitely use it as you know.

Anytime we come to you with feedback, Lukas, you and the team, you guys have been extremely responsive. And even though not everything is going to be on the roadmap, I think all of the larger items, you guys very quickly addressed and put in place. And within a few weeks, you're back meeting with us telling us that you've improved an issue or you've added an extra feature or whatever the case may be, but you guys have been extremely efficient behind this product. So, I don't know how Chad feels, but, that's my feeling.

Anytime we come to you with feedback the team has been extremely responsive and efficient behind this product.
Heath Jones, Director of Service Delivery & Compliance at Cloudhesive
Chad Conant:
I have the same sentiment.

Lukas Gotter: Nice, thank you so much for appreciating our work. So great to hear this, especially from a customer success team like your’s, this is a true honor. Thank you so much for the interview and we’ll check in again soon and I’m looking forward to sharing this amazing interview with everybody. Stay Meetical!

– This Interview took place on October 27th 2020. -

Cloudhesive is a Premier Consulting Partner for AWS, headquartered in Miami / Fort Lauderdale, Florida, Argentina, and Chile. The company offers cloud solution consulting, DevOps, managed security, and next-generation managed services provider with a focus on security, reliability, availability, and scalability. www.cloudhesive.com

Meetical is offering the cutting edge App “Meetical Meetings” to help companies truly excel at meetings, by using Confluence Meeting Notes and the tools customers already have and love. www.meetical.io


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