Kolay keeps track of 2 times more customer feedback than before
Context
Kolay began in 2015 with an ambitious mission: smoothing companies HR processes. 5 years later, the Kolay SaaS platform is streamlining leave, shift, performance, expenses, and payroll management for more than 1.400 companies and 200.000 users. In order to keep product-market-fit while growing at a fast pace, Kolay uses Harvestr to centralize, digest and act on all the valuable customer feedback they collect every day.
The Kolay product department is the junction between sales, support and success departments. One of its roles is to digest insights escalated by customer-facing teams and translate them into the right solutions. Due to a rapidly-growing customer base, it became extremely difficult to keep up with the flow of customer feedback that was coming in and manage redundancy. This feedback used to be shared with the Product team via email and Intercom. However, a portion of it ended up getting lost, forgotten and not acted upon.
Strategy
Kolay needed a dedicated feedback and product management solution to streamline their product process. They chose Harvestr, which helps them to centralize and digest hundreds of customer feedback messages from emails and Intercom conversations every week. Harvestr also integrates with Intercom, allowing support and success teams to easily escalate customer feedback to a central feedback hub.
Moreover, Harvestr provides categorization features that enable product managers to split and organize feedback faster and more efficiently. Harvestr plays an integral role in Kolay’s product management process, as it helps them to structure their feedback knowledge base and prioritize their product roadmap.
“We needed a space to collect incoming feedback to make sure it was not lost, and prioritize it in our product roadmap. We tried to use Jira and Trello first, but it quickly went out of hand. We had too much volume and we could not get rid of redundancies”
Andrea Buran
Product Department Manager, Kolay
Impact
Kolay processes, refines and keeps track of 2 times more customer feedback than before. By helping decompose and frame customer problems, Harvestr allows product managers to structure their Discovery process. Therefore, it has become the central place where the product department discusses customer feedback while documenting research and findings. When they start working on a specific product topic, they go to Harvestr. They will find an already well-framed problem with context, related feedback, and past product discussions.
Not only does Harvestr help the team organize and understand customer problems, but it also gives them a way to decide what they want to work on next. In order to increase feature relevance and time-to-market, Kolay has been using Harvestr to structure its prioritization process. The product team is now able to consistently compare product opportunities according to usage, business and effort criteria.
Results
