Case Study: Okta boosts customer onboarding and adoption personalization with Matik

Okta doubles activation and adoption metrics with Matik

Okta, an identity and access management company, sought to enhance its digital customer success programs by embedding personalization into its onboarding and adoption experiences. Their challenge was to provide tailored guidance at scale, ensuring customers received relevant recommendations based on their specific product usage and journey stage, without requiring excessive manual effort from their team. To achieve this, they partnered with vendor Matik.

Using Matik to generate personalized value snapshot reports, Okta integrated data-driven personalization across its customer touchpoints. The solution included personalized onboarding emails, a customer success hub built on Salesforce Experience Cloud, targeted in-app guides, and videos with custom adoption recommendations. This approach, powered by product telemetry, allowed Okta to direct customers effectively. As a result, in the two years after launching these digital programs, Okta doubled many of its key activation and adoption metrics from a license standpoint, demonstrating a significant measurable impact on customer engagement.

Okta