Mindbody needed a way to keep delivering exceptional customer success while making smarter use of their team’s time.
Mindbody is the muscle behind gyms, spas, and studios — helping owners manage bookings, memberships, marketing, payments, and more. For these businesses, getting the most out of Mindbody’s platform isn’t optional — it’s the difference between a full schedule and an empty studio.
That’s a big responsibility, so Mindbody has always gone all-in on customer success. That’s why their implementation teams were spending hours every day recording trainings, building custom guides, answering questions, and scrambling to update materials every time their platform evolved.
For Mindbody, that investment in their customers’ success was a no-brainer. But, they wanted to find a more scalable way to serve customers effectively that didn’t strain their team’s time.
There was another big problem — Mindbody’s customers were just as strapped for time.
Gym owners don’t have hours to sit through live trainings or read lengthy tutorials. They’re busy leading classes, managing teams, and building their brands.
Mindbody knew they needed a faster, smarter way to support their customers. That’s when they found Scribe.
Scribe gives Mindbody a smarter, faster way to deliver personalized training and set customers up for success from day one.
Mindbody now uses Scribe as a key part of their customer success strategy. With Scribe, Mindbody’s Strategic Accounts team can make bespoke training content for their customers while accelerating new client onboarding and saving their teams’ time.
Now, when a customer signs up for Mindbody, they’re assigned a Scribe champion, a member of the Mindbody team responsible for creating personalized onboarding and training assets for that customer’s business.
They use Scribe Pages as the one-stop shop for Mindbody’s customers. Pages are easily customizable documents where you can add multiple Scribe guides, videos, links, screenshots and more.
“Our customers love the training documentation that we deliver, and we're noticing easier adoption of our software. Pages are an invaluable feature for us as we're able to create role-specific handbooks for customers utilizing our software that are easy to follow or search for specific information.”
- Ted Hill, Senior Customer Implementation Manager
Mindbody now has a library of 200 Scribe guides, outlining key features of the Mindbody platform, that a team member can pull from and customize to fit an individual customer. Instead of starting from scratch with a blank Page, in just a few clicks they can add multiple, relevant step-by-step guides, getting helpful content to their customers in a fraction of the time it used to take them.
“One of the biggest wins was realizing how quickly we could get to value with Scribe. Someone could create a Scribe in under three minutes, and it immediately became a scalable asset for the team.”
- Josh Didion, Senior Director Of Strategic Accounts
As Mindbody grows and consistently improves their platform, their guides stay up-to-date easily. Instead of writing wholly new documentation from scratch, they can update Scribe guides with new product updates or workflows in just a few clicks. The updates instantly flow through to all Mindbody clients, who see freshly updated content in the Scribe guides they already rely on.
With Scribe, their team is able to deliver high-quality, bespoke guides at lightning speed. And, with over 40,000+ customers, scale is absolutely critical for them.
Time savings
decrease in time spent creating training content
Customer satisfaction
increase in satisfaction on strategic account projects
Customer engagement
views on Scribe guides versus videos
With Scribe, Mindbody creates training 40% faster, doubles engagement, and drives higher customer satisfaction.
Scribe was a game changer for Mindbody, giving them a new playbook and time back on the clock. The results showed up fast.
With Scribe, Mindbody creates customer training materials 40% faster — giving their team valuable time back to focus on what matters most: building deeper relationships with customers. These numbers aren’t just an estimate. During their evaluation, the team used Asana to track time savings and benchmarked against tasks like recording training videos. The results made the decision to use Scribe an easy one.
Running a gym, salon, or studio is no small lift. Mindbody is no small part of their business. Customers have made it very clear: they prefer Scribe guides over the older onboarding and training approaches. Mindbody has seen a 28% increase in customer satisfaction when they use Scribe to help implement new strategic accounts. Why? Because Scribe guides fit into their schedule, deliver answers when they need them, and stay up to date as the platform evolves.
Mindbody customers view Scribes 2x as often as they viewed past video trainings. The asset that takes the Strategic Accounts team just three minutes on average to create drives double the engagement rate of the training that took hours to script, schedule, record, and distribute. It’s a win-win.
In just a short amount of time, Scribe has become an essential tool for both Mindbody employees and Mindbody customers. It’s easy to see why. As Mindbody continues to level up its customer-first approach, Scribe will be there to save their teams time, drive CSAT, and help make their customers successful.
