Instead of sifting through hundreds of support tickets one by one, AroFlo now uses Productboard AI to auto-link feedback, summarize problems and desired outcomes, and detect recurring themes across customer segments. For example, when launching a new AI bill scanning feature, AI made it easy to distill insights from hundreds of submissions—drastically reducing the time spent on manual categorization.

• Deep Customer Insights: Gain a better, more holistic understanding of what customers truly need, not just what gets surfaced through the most vocal feedback.
• Improved Product Operations: Allow product teams to shift their time from sorting data to acting on it—driving more consistent execution and faster iteration. According to Julie, “We get our weekly emails saying we’ve saved 30 minutes by auto-linking, but that's just the start. We’ve saved so much data entry. By not having to manually go through 100 customer insights for one feature alone, AI summarizes the problems and the desired outcomes so we can focus on execution.”

Customer-Facing Portal to Drive Engagement

The Customer Portal has fundamentally changed how AroFlo communicates with customers and internal teams. By leveraging Productboard’s role-tailored roadmaps, AroFlo’s product roadmap has graduated from a static Excel sheet to a dynamic, two-way engagement tool. Now, customers have real-time visibility into what’s being considered, planned, and built, allowing AroFlo’s customer-facing teams to set clearer expectations and invite users into the discovery process. 

Customers can vote on features, submit ideas, and receive proactive updates on progress or opportunities for feedback—such as surveys or beta invitations. “Prior to Productboard, we had no visibility of our roadmap to customers apart from a newsletter or maybe a conversation with sales. With the Portal, they can now see what’s on the radar, what’s in beta, and what’s already released,” explained Julie. “It’s been a game changer.”

• Better Customer Engagement: Close the loop and ensure customers feel heard and involved in the evolution of the product.
• Visual Roadmapping: Make the product strategy accessible across departments with a single source of truth.
• More Strategic Planning: Let Sales and Support teams leverage the Portal to guide customer conversations. Provide leadership with a better understanding of how feedback connects to high-impact initiatives.

Impact: 7 High-Quality Features Shipped in a Year

Since adopting Productboard, AroFlo has delivered several major features that might have otherwise been overlooked—thanks to AI-powered insight analysis and a structured feedback process. Two notable launches include:

• Improved asset filtering in both office and field views.
• Enhancements to online quoting, based directly on user feedback.

According to Julie, “We’ve released around seven features last year that were game changers for our clients. They received high portal votes and great NPS feedback. And our internal stakeholders now understand exactly where their ideas are going.”

Beyond new features, the company has seen a measurable cultural shift:

• Increased engagement across internal teams, who now understand how their feedback influences the product.
• Greater transparency and trust among customers, who are kept in the loop throughout the development process.
• Faster prioritization, enabled by AI summaries and insight linking.

What’s Next: Scaling with AI and OKRs

Looking ahead, AroFlo plans to “double down” on AI to further streamline manual work and accelerate product discovery. Julie’s team is also planning to introduce OKR roadmaps, incorporating their objectives and key results directly into Productboard to keep the team focused on strategic goals—while giving the executive team clear visibility.