Mural Technologies

BACKGROUND

Please describe your company and position.

I am a program manager at Microsoft Corp.

Describe what your company does in a single sentence.

Microsoft Corp, empowers every person and business on the planet to achieve more. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Mural Technologies to accomplish?

• Provide world class customer support to SMB, EDU and Enterprise customers across Microsoft 365 and Copilot
• Synthesize deep product insights
• Optimize process and execution to drive efficiencies and do more with less

SOLUTION

How did you find Mural Technologies?

• Referral
• Internal procurement site

Why did you select Mural Technologies over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Mural Technologies were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

First touch, proactive and reactive support for SMB, EDU and Enterprise customers across the Microsoft 365 stack. Particularly in strategic onboarding and customer success motions that sought to drive usage, growth, and deep product insights through reimagined support experiences. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Customer satisfaction, M365 and Copilot seat growth, Admin persona sentiment.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Mural's leadership was incredibly responsive and attentive, ensuring that all needs were met and that our teams could move together with speed and agility.

Quality of work and outcomes were consistently excellent. 

What was your primary form of communication with Mural Technologies?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their ability to move quickly with us. Our business is extremely fast paced, high stakes, high executive visibility and constantly changing - Mural kept pace with us every step of the way and was a critical partner for our most strategic motions. 

Are there any areas for improvement or something Mural Technologies could have done differently?

Nothing that is systemic or broad. Of course there were some hiccups here and there, that's natural within any business, but Mural leaned into them immediately and course corrected.