Agendor reduced customer feedback processing time by 300%
Agendor
Innovative CRM tools that provide SMEs greater control over their commercial operations. Its SaaS product is accelerating sales processes for 4000 customers and 20000 active users.
Location:
São Paulo, Brazil
Industry:
CRM, B2B SaaS
Size:
60+
Integrations used:
Context
Agendor is a CRM platform that was founded in 2012 by Tulio Monte Azul and his two best friends to address the needs of Brazilian SMBs. Tulio is the co-founder and Head of Product, and he has led Agendor to become a leader in the crowded CRM market by adopting a Product Led Growth strategy. This means that 90% of their 4000 customers were acquired through a self-service product approach, where the product is the main driver for growth.
To keep growing faster than their competitors, Tulio and his team needed to learn from customer feedback faster and more effectively. They had a lot of valuable customer feedback in Intercom and from their internal teams, but they faced some challenges in using it for product development. They first tried Jira, but it was too cluttered and hard to prioritize. They also considered public feedback portals, but they did not want to create unrealistic expectations for their customers.
Strategy
Needing a solution to track and prioritize feedback from Intercom and internal teams, Agendor turned to Harvestr. The platform was providing the state-of-the-art integrations and product experience they needed. With Harvestr, they were able to close the communication gap between product, customer-facing teams, and end-user, and to build a product that truly solved their customers’ problems.
With customer feedback being dispersed in a growing number of tools and teams, Agendor was getting far from its customers. As a result, they were struggling to prioritize product initiatives based on customer needs. By helping Tulio and his team centralize and organize feedback from support, sales, and NPS, Harvestr gives them visibility on what matters most to their customers. Above all, they know how many customers requested a feature or raised a problem, who these customers are, and they have all the context they need to prioritize improvement opportunities, all in one single interface.
“We realized that we had very valuable customer feedback in Intercom, emails, NPS, and user research notes, but we were missing a central place to gather it and organize it. Everything was in our heads and our users did not feel that we were listening”
Tulio Monte Azul
Chief Product Officer, Agendor
Impact
Thanks to the Harvestr feedback hub, Agendor was able to identify improvement opportunities that can impact a wide variety of SaaS business metrics such as acquisition, retention and upsell. Identifying and prioritizing these growth drivers in the product roadmap is at the core of Agendor’s Product Led Growth strategy. Agendor reduced the time spent on customer feedback management by 300% by using Harvestr to optimize all aspects of customer feedback management and product discovery, Agendor was able to remove all the manual work that used to be necessary to aggregate and organize feedback.
Harvestr helps Agendor connect customer feedback with product discoveries and research. By integrating Harvestr with Intercom, Agendor can easily collect, organize, and prioritize customer feedback from various sources. Harvestr also links each customer to their feedback, making it easier for Agendor to find and contact relevant customers for product validation. Moreover, Harvestr enables Agendor to access all the feedback and documentation related to a specific product topic, helping them to understand and frame customer problems better.
Harvestr also improves collaboration and knowledge sharing between product, support, and sales teams, who can now escalate customer feedback to the product team and participate in shaping the product roadmap based on customer needs.
Results
