How Matera Handles 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 that 100% of churn signals are detected
• Identify weak signals earlier, sometimes as early as client onboarding
• Automatically escalate alerts, each with a structured summary, directly into HubSpot
• Anticipate and implement the right strategy and action plan

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Context

Founded in 2017, Matera aims to set a new standard in property management through its solutions for co-ownership management, rental management, and real estate transactions. It manages over 10,000 buildings and 1,500 rental properties in France and Germany.

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The Challenge: Historically Manual and Reactive Churn Risk Management

Before using Modjo, Matera manually detected churn risks based on customer interactions and a few product usage signals. Each Account Manager tracked at-risk clients in their portfolio using five factors: pricing, disputes between co-owners, departure of a key co-owner, work overload, or lack of recognition.

Limitations included:

• A non-standardized view of risk, with each AM applying their own criteria and cognitive biases
• Weak signals difficult to perceive

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"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

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The Solution with Modjo: From Signal to Action

To reduce its churn rate, Matera relies on a new professional co-ownership offer and the integration of Modjo’s conversational AI. Modjo enables the escalation of on-the-ground churn signals through its AI CRM Filling feature:

• Automatic detection of signals (even weak ones) from customer conversations
• Real-time ticket creation in HubSpot as soon as a risk is detected
• Risk qualification made easy, with the summary integrated directly into each ticket
• Targeted actions based on the specific type of identified risk

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“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, churn risk detection is now anticipated, standardized, and structured. Account Managers focus on executing action plans rather than spending time searching for signals. This approach improves the customer experience, with faster and more targeted responses, and it also helps operational teams manage churn more effectively through objective data shared across all teams.

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Don’t miss important signals anymore. Automate the flow of strategic information into your CRM with Modjo. Contact your Account Manager or click here.