How Matera detects 100% of Churn Signals Thanks to Modjo

“Modjo helps us detect risks that we previously couldn’t identify, ultimately reducing our churn rate. Moreover, thanks to the context provided by the AI summary, Account Managers (AMs) can accurately assess the risk and, ultimately, determine the right strategy to adopt.”
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‍Delphine Chicher, Head of Care Operations, Matera

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With Modjo, Matera can:

• ensure the systematic detection of all churn signals across every interaction between teams and their clients
• identify weak signals earlier—sometimes even during the sales phase
• automatically raise each alert in HubSpot, complete with a structured summary
• take a more proactive approach by automating the implementation of tailored action plans.

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Context

Founded in 2017, Matera is on a mission to establish a new standard in property management through its co-ownership, rental management, and real estate transaction solutions. The company manages over 10,000 buildings and 1,500 rental properties across France and Germany.

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The Challenge: Historically Manual and Reactive Churn Risk Management

At Matera, many warning signs from clients were either not detected or identified too late, limiting the team’s ability to act in a proactive manner. This lag in detection hindered the deployment of targeted action plans and put a notable portion of revenue at risk.

"For 30% of the clients who churn [which can represent up to 4% of revenue], we only find out one month before their contract ends.”

‍Marie de Coriolis, Head of AM, Matera

Main barriers:

• Manual, non-standardised processes: each Account Manager evaluated churn risk based on five different factors, using their own judgement, without a shared framework
• Signal detection based on intuition instead of structured data: weak signals were often overlooked or misinterpreted

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The Solution DEPLOYED with Modjo: From Signal to Action

To reduce its churn rate, Matera relies on a new offer through a professional syndicate, supported by the integration of Modjo’s conversational AI. The AI detects all churn signals expressed by clients during conversations with the teams.

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Once identified:

• Modjo fills in a CRM field to send the signal to Hubspot, which triggers the creation of a follow-up ticket
• The AI CRM Filling function integrates a summary of the conversation into the ticket, making it easier for Matera's teams to qualify the risk
• Matera can implement automated, targeted actions tailored to the type of risk identified.

“The tickets generated by Modjo allow us to shift to a proactive approach. We’re involved earlier in the process, with a more comfortable follow-up for the teams.”
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Marie de Coriolis, Head of AM, Matera

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With Modjo: A New Data-Driven Client Dynamic

At Matera, 100% of churn risk detection is now standardized, and structured. Account Managers focus on implementing action plans rather than searching for risk signals. This data-driven approach enhances the client experience by enabling faster, more targeted responses—and makes overall churn management easier for operations teams thanks to objective, shared data.

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Don’t miss another critical signal: automate the detection of strategic insights into your CRM with Modjo. Contact your Account Manager or request a demo today.