Building lasting client solutions and relationships through visual collaboration

Impact

Better collaboration, happier clients

At fluent, the team has experienced several positive impacts in client work with Mural, including:

1. Alignment: Mural gives fluent and clients the ability to make detailed visual notes about their conversations so all the stakeholders can see exactly what they’re talking about. They can leave meetings knowing that everyone is on the same page, with agreed-upon next steps that can continue to be tracked and updated as the engagement progresses.
2. Efficiency: Mural’s visual platform enables fluent and their clients to work together in real time to reach decisions much more quickly than in any other platform. Any confusion or miscommunication can be addressed and fixed immediately instead of being subject to the drawn-out, back-and-forth that can occur in docs or slides. This saves time and minimizes frustration, leading to a more connected, efficient collaborative process. Since they began using Mural, fluent has dramatically cut their time from first conversation to final SOW, from about 9-10 weeks to 3.5 weeks — a decrease of over 60%.
3. Structure: The team at fluent uses Mural’s library of templates, both as-is and with slight modifications, in many client scenarios. They regularly use the Rose, Thorn, Bud template to analyze how well engagements are going, and various Retrospective templates when wrapping up engagements. They’ve also created a customized version of the One-year road map template to document goals for multiple business units in one place.‍
4. Relationships: “It kind of takes the pressure off,” Neville says. “It feels like we’re just figuring it out together, versus passing a document back and forth. So [it doesn’t feel like] I’m selling you anymore; you’re giving as much to the conversation as I am, and we’re doing it together.”

Time investment

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In addition to client work, fluent uses Mural internally to collaborate and align. “Every time we’re defining new flows or new sales services, we always start with Mural,” Neville says. Their murals aren’t just created and forgotten, either; for instance, fluent has been using the same mural for their marketing strategy since 2023 so they can keep an ongoing record of how their vision and messaging has evolved and easily reference past initiatives. 

“[Mural is] the first place we go, because my team is [located] everywhere. Everybody has their own room, and then we have shared rooms for different engagements. I can't imagine selling without using Mural anymore. It's just how we roll.”