Aurélie, thank you for giving me a little of your time. We've been working together for a while and I wanted to interview you on how our collaboration is doing. Can you quickly introduce yourself and say what you do on a daily basis? My name is Aurélie Turquier. I work in Marketing Operations at Murex, a software company, since May 2019. A few months after my arrival, I quickly contacted Merlin/Leonard following the recommendation of my predecessor, who was in my position, for everything that was related to Marketo, its configuration and the interface with our CRM. Actually, I needed support on this issue because when I came to Murex, I was asked to take on the role of Marketo admin for which I had no previous experience, so no data on the history, without data on the processes that had been set up, on why the database was what it was. I needed a little bit of support on these things and had to master this process on operational campaigns, the quality of the database, integration. That was the starting point. And when I contacted Merlin/Leonard, I immediately had your personal contact. By the way, at that time, it was SunTseu's. I applied for training right away. That was our first contact. It was a training session on Marketo, with a review of the administrative interface and the main aspects of Marketo. It was a personalized training, I remember. Yes, completely. It was a two-day training, really customised on our case. It was custom-made because I hadn't found... of course, I had searched for Marketo training. But it didn't seem to fit my needs, it was too generic. I really needed... to be guided on the case, so as not to waste my time and not to waste the trainer's time either. What kind of work have we done together since this training? We didn't start right away. It took us a little while to make a first purchase order outside of this training. This two-day training course opened my eyes to everything that was in... how Marketo worked as an admin because it was new to me. Then we did a lot of different work sites on the templates, on operational campaigns such as opt-in processes, simple campaign flows, event promotion campaigns where there was complexity to manage, where I had bugs. There was one topic that took a lot of time and that was one of the first purchase orders, it was an audit of the integration with our CRM and again, I couldn't quite understand the relationship in this interface. I didn't have the keys to understand. So, we were able to spot the data mapping, we were able to identify possible malfunctions in the integration campaigns. This was a way to start dialogue internally at Murex, to move forward and see how to solve these problems. We chose the expert coaching, I think, for this project because it was a good fit for the duration of the project. It was a significant project, so there was a need to be supported over time, with little status updates sometimes, follow-up actions, etc. So it was a good match. It allows you to have a kind of hotline over time. Are there any things that you particularly like in this expert coaching contract? Does it suit you? I think it's appropriate, because we are committing ourselves to a certain project duration. It's a duration that can fluctuate because you can also change priorities along the way. You can do what you want with it. It's like a frame in which you put what you want inside. So, you can be quite flexible and review the project order or the order of priorities, or even the entire set of tasks in this contract. In addition, you can even change resources, that is if suddenly, my priority is no longer the CRM-Marketo integration project for which I need Sylvain, but support on operational campaigns. We will assign tasks to another person at Merlin/Leonard. So it's total flexibility with total transparency, because we have time tracking too, to always manage where we are on our PO, our purchase order. I think it's a contract that gives a lot of flexibility. Of course, when you get to the end of the agreed duration, you have to commit to another contract and that's it... At the end of the number of tickets, because you're not really committing to a time frame. It's more like a number of tickets you buy. That's right. It's more of a duration in terms of hours, or in terms of a unit of time. Do you usually get a quick response to your requests? In general, it's still big... When I have an operational emergency, it's super fast. It's within the day. Except when there's no availability, you are in training or you're at the client's, I usually get the answer within two hours and I have an immediate debugging of my problem. When it's a bigger job, there's a time estimate. We evaluate: "OK, do you agree to start the project? Yes, no?" It's done in a more... It's not in a hurry, so we can talk: "OK, are we going in this direction, yes or no?" But yes, the problems are solved. It's like a hotline. It's like a support. Do you feel like we're helping you improve too? Oh yes, that's what I'm talking about, that's what I like and that, for me, is the specificity of Merlin/Leonard: it's really about being guided towards autonomy on Marketo. And that's really what I'm looking for because I'm a very curious person and I like to work on my own, I like to work on my tools on my own. And actually, I don't feel like Merlin/Leonard is withholding information to secure a future order. On the contrary, it's about sharing knowledge. We do screen sharing sessions all the time, we get our hands dirty and find solutions. That's really something I appreciate a lot because I like to learn and I'm learning every day. Marketo is such an endless tool, so you can learn every day without any issues. In addition, I find that, this weekly event called office hours, is along the same lines, actually. This time, we're not learning straight from Merlin/Leonard - Merlin/Leonard is a moderator and facilitator of the session -, but we're also learning from other Marketo users who log on to these office hours. We share problems, we share solutions when we have them, and still learn from others. I find it very enriching. I try to attend as many as possible because I never waste my time. It's always very interesting. OK! Well, I think it's a good feedback. In any case, I thank you for your honesty and support for Merlin/Leonard. With pleasure!