Case Study: Theneo

When looking for a solution to their data issues, Ana Robakidze, CEO and Co-Founder of Theneo, found in HelloGuru an ally.

Case Study: Theneo

Theneo is a US-based software startup company that allow users to create API documentation through a platform designed for both technical and non-technical users. With Theneo, organizations of all sizes and stages, or individual developers can  create and maintain documentation seamlessly.
When looking for a solution to their data issues, Ana Robakidze, CEO and Co-Founder of Theneo, found in HelloGuru an ally.

What did Theneo need?

Theneo started to see the need for gathering insights about user behavior on their platform, so that they could then run successful campaigns.

To do that, Theneo was aggregating data from Intercom and MongoDB. On one hand, Intercom had all the data regarding user sessions, user information, and interactions with chat and emails. MongoDB, on the other hand, had all product activity, for example, how many projects had each user ID created within Theneo.

With the aggregated data from Intercom and MongoDB, Theneo then needed to run personalized campaigns in Intercom, with the objective of acquiring and retaining users.

“We had this issue with data that we had in different places. We have Intercom, giving us information like web sessions, where they’re originating from […], And then we have our database. We are using MongoDB. We tried combining some of the data from Intercom to ours, but there were things that didn’t match, which was annoying.” - Ana Robakidze

Theneo was doing what needed to be done, but it was not an efficient process. And as they noticed how much time they were spending on each step of the way, they started looking for solutions.

Their process before HelloGuru

Before HelloGuru came in, Theneo was doing this through a painful manual process. Ana, Theneo’s founder, would export data from Intercom and MongoDB into CSV files. Then, she would put all this data into a master spreadsheet and start manipulating the data manually. This of course meant cleaning the data, transforming it, and creating queries. Unfortunately, this was a process that would take a few hours of her day and sometimes it would not be completely successful.

For some processes even, there were instances in which the rest of the team had to rely on Maria, the company co-founder.

“Maria is an expert in all of this, but if other team members needed to run some queries, they were dependent on her” - Ana Robakidze

Once the data was cleaned and she had all the insights she needed, data needed to be plugged back into Intercom properties, so that campaigns could finally run. Emails and other types of interactions would be triggered by the data gathered in this spreadsheet. Like the previous process, the uploading of data to Intercom was done manually.

This is a visual representation of what Ana’s process looked like before HelloGuru. When seen through a diagram, you can see all the back and forth that the process required as well as all the manual breakdowns she had to do herself:

How did HelloGuru help her?

HelloGuru allowed Theneo to get rid of the spreadsheets and hours of manual processes. With HelloGuru’s connectors, the Theneo team was able to sync data from Intercom and MongoDB into the HelloGuru Tool automatically and in real-time. In addition, the team would now be able to do all the transformations and cleanup they needed using a simple drag and drop framework, and leave these saved for future use.

More importantly, with HelloGuru’s reverse ETL solution, there was no need to manually upload the data to Intercom anymore. Theneo would now simply map the fields they needed the data to go to within Intercom so campaigns could be triggered.

“Analyzing data and seeing seamlessly what’s going on is really important. But putting all the data back into Intercom was the biggest thing! I had to download and clean the data, put it back, all that, so that step for me is the most important aspect.” - Ana Robakidze

This is how Theneo's process looks like with HelloGuru. Instead of numerous steps and manual operations with spreadsheets, there's only three stages of the workflow, where most of it is automated: