<aside> 👉 📚 Topic: Customer Journey
🏛️ Industry: SaaS
🚀 Mission: Interim Product Managers for the development team
🗓️ Length: 3 months
đź’ˇKey Results:
âś…Â Prioritized list of problems/features to be implemented on the platform
âś…Â Delivered Beta version of Async Reporting feature reducing processing time for report generation
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Ometria is an AI-powered customer insight and cross-channel marketing platform. The platform has the data capabilities of a CDP with a cross-channel marketing orchestration platform which helps retail marketers create personalized experiences throughout the customer journey. Founded in 2013, the company raised $6m in series A funding in 2017. Two years later in 2019, they raised $21m series B funding and won “Best MarTech Startup” at The Europas
Ometria’s Platform
We joined as Interim Product Managers for the development team at Ometria. As part of the team, we were responsible for ensuring customer happiness and retention of the existing B2B client base.
We had to jump in quickly and lead the development teams comprising engineers, UX Designers, and an Engineering Manager by identifying roles and responsibilities based on the mission's needs.
As a part of this initiative, we had to come up with a prioritized list of problems that the clients had been raising with Ometria. To come up with this list we first started gathering the problems from ProductBoard. ProductBoard was where all the incoming email conversations between clients and the Customer Success team were collected.
The approach we took here was to understand the frequency of the number of times a problem was raised by a particular client. As a next step, we started looking at the problems that were raised by multiple clients. We closely worked with the Customer Success Managers (CSMs) to deep-dive into that.
What helped in coming up with a prioritized list of problems that the team needed to focus on and solve was understanding the problems raised by the ICP (Ideal Customer Profile) clients, the frequency of problems, and the inputs from CSMs to understand what are the critical services for clients based on their user journey on the Ometria platform.
Prioritized list of problems raised by Ometria’s B2B Platform users
As part of moving the development team towards the Canary Deployment Strategy, we worked closely with different development teams to understand their current deployment strategy.