We use case studies to showcase the many ways ProsperWorks helps businesses grow. Today’s case study presents a unique way in which you can use ProsperWorks to drive a product roadmap. We interviewed our own Steve Holmes, ProsperWorks’ Director of Design. Steve manages everything design related at ProsperWorks from product design to our feature roadmap. He also works with the customer success and sales teams to organize customer feedback and suggestions.
We Take Customer Feedback Seriously
Ever wondered how a SaaS company arranges its product roadmap? Here at ProsperWorks, the team uses customer feedback and feature requests as a major component of the roadmap prioritization process. Therefore, inputs like the number of requests weigh heavily on the decision making process. “We needed a system where we could easily add and sort feature requests,” says Steve.
Steve and his team started using Asana to store, manage, and organize feature requests and customer feedback. However, as the business grew and the number of leads increased, they started to receive more customer feedback and feature requests than they could manually log with Asana. Steve then turned to ProsperWorks’ pipeline tool as a solution
“What I’m looking for is the quantity, the vote count essentially,” says Steve. “Before ProsperWorks, we had no way to efficiently filter and sort feature requests by votes, let alone keep track of who requested what. The entire process was just very cumbersome,” says Steve.
How It Works
Steve and his team created multiple pipelines: Usability Issues, Feature Requests, and Bugs. They then customized stages under each pipeline outlining the entire journey of a feature from request to release – Tracking (incoming feature request), Consideration, Design, Development, Quality Assurance, and Release. Steve also customized other pipelines for bugs and usability issues accordingly.
Chrome Extension to the Rescue
99% of the time features are requested via email. With the ProsperWorks Chrome extension that lives in your inbox, you can manage customer feedback right when you receive it. When Steve and his team receive a feature request from a user, they immediately create the feature request as an “opportunity.” To add a vote to an existing opportunity, they use the “relate to” feature in the Chrome extension to link the person who requested the feature to the opportunity. This way they are able to track who requested what feature and the details of their email request with one click, all without leaving Gmail.
“It really comes down to the ease of working with the Chrome extension,” says Steve. “Being able to add features right when users asked for them has been hugely helpful. It has helped us respond faster and more efficiently while maintaining organized and accurate data.”
Whether in the web application or Chrome extension, ProsperWorks shows all correspondence between users and the ProsperWorks team via email. When Steve and the design team begin designing each feature, he can go back and see every conversation the team had with different users related to that feature.
Better Customer Service
“Once the feature is released, we can reach out to the users who requested it,” says Steve. With the bulk emailing feature, Steve and his team are able to easily multi-select all the users associated with the feature request opportunity and email them all at once. “We can let those users know their feedback helped us, and thank them for taking their time to help us build a better product.” Just like that, they were able to create a feature development process that provides better customer service in a scalable manner.
Collaborating with the Sales Team
The ProsperWorks sales team is our #1 customer and every day they communicate with leads and prospects. They are a huge treasure trove of information on what prospective customers are looking for in a CRM. This feedback loop, previously done via email, has now been streamlined by inviting the sales team to contribute directly to Steve’s pipelines. Now whenever the sales team sees a sales-blocker, they add a tag to that particular feature request or bug. “Sales blockers need to be prioritized,” says Steve. “Being able to identify and filter these blockers made the process of prioritizing features much more efficient.”
ProsperWorks as a project management system helped Steve and his team to organize and track feature requests and customer feedback faster, easier, and more accurately. Thanks to the ProsperWorks Chrome extension, we are able to save time and focus on what’s most important: using customer feedback to build the #1 CRM in the world.
Do you have a unique way you use ProsperWorks? We’d love to hear about it. Simply leave your comments below and we’ll get in touch with you!