In this product demo, Ryan, a developer at Schematic, explains how the Schematic platform empowers customer success (CS) teams to drive expansion revenue and reduce churn. Schematic abstracts pricing logic from the product into a non‑engineer‑friendly dashboard, allowing CS to adjust pricing and packaging without engineering involvement. The platform manages plans—including live, legacy, and enterprise‑only plans—so that only appropriate options appear to customers while still supporting older or custom plans behind the scenes. A key feature, company overrides, lets CS grant individual customers extra feature entitlements or time‑limited access, useful for trialing upgrades, honoring negotiated deals, or incentivising decisions. By giving CS teams rapid, granular control over pricing and feature access, Schematic aims to make them more effective at retaining high‑value customers and expanding revenue.
Chapters
Hi, I'm Ryan, a developer at Schematic. I want to show you how Schematic makes the lives of customer success teams a lot better by giving them the control they need to serve their best customers and drive revenue while also saving customers who might be likely to churn. To set the stage, Schematic abstracts pricing out of your product and into a dashboard that allows non-engineers to control and drive pricing and pricing-related decisions. The way this works is that first your engineering team will implement Schematic to manage all of the key features that you care about for pricing and packaging. And from then on, any pricing packaging decisions can be made within the Schematic platform without needing to involve your engineering team. This gives you the flexibility and the speed you need to serve customers in the best way possible. After Schematic is set up, plans are the key way that we package features together. And Schematic is built from the ground up to support modern pricing realities. I want to show you a quick example of what I mean. Right now, we have 2 plans that are currently considered live, and that means that if a customer is coming to our website and trying to self-serve and check out, these are the only plans they could select from. However, this environment currently supports 11 plans, and those extra 9 plans are either legacy plans that we have older customers on who haven't migrated onto newer pricing, or there are plans that maybe are only available to enterprise customers that you need to contact us to be put on. What's great is Schematic makes it easy and painless to support both those legacy plans as well as new plans that customers are signing up to today. One of our most powerful features is company overrides, and this is the ability to give a specific company additional entitlements beyond what their plan allows for natively. This company is currently on the Early Access plan. And that grants them access to 7 features. But maybe we need to give them access to an 8th feature. This could be because they're looking to upgrade, but they want to try out a feature before they go through the upgrade process. Or maybe when they signed up, they had a negotiation where they negotiated for additional features beyond what our default plans allow. Either way, a company override will allow us to give this— just this one customer an additional access beyond what our plans currently allow by default. To add an override, we can add an override very easily. We select a feature, maybe in this case they need access to data exports, and we can give them this access. Or alternatively, we could give them this access but set an expiration date on when we would— on when this access would expire. This can be especially helpful if this is a company testing out a new feature, but you want to drive urgency around when they need to make a yes or no decision on whether they want to upgrade. Ultimately, Schematic makes customer success teams more effective by giving the business better tools to iterate and evolve pricing, and then give customer success teams the ability to make one-off decisions to support their best customers and save customers who are likely to churn, ultimately driving more revenue.
