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Learn how GSoft’s Director of Product encouraged an entire product organization to share and act on customers’ needs with Productboard.
Customer Insights, Feature prioritization, Roadmap alignment
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
“But as our teams skyrocketed, our culture waned.” When GSoft grew quickly and saw its office vibe suffer, the company created an employee experience platform to solve this problem for everybody: Officevibe. Built by GSoft in Montreal, Officevibe now helps teams around the world form better relationships by sharing honest feedback.
From Officevibe’s earliest days, GSoft teams strived to make every product decision with this core value in mind: “listen to understand.” Product managers reached out directly to users for feedback when GSoft was small. But as the customer-facing teams attached to Officevibe grew bigger and bigger, the platform’s product team ironically learned less and less about what customers needed.
Missing a central place where customer feedback could directly shape product decision-making, GSoft saw Officevibe’s:
Determined to help teams across the Officevibe platform share and solve customers’ problems collaboratively, GSoft turned to Productboard.
Once teams started using a comprehensive product management platform, the results were clear:
GSoft’s Officevibe product managers save time:
With a single system of record driving their decisions, GSoft’s Officevibe team has seen valuable results across the board. But, we certainly can’t take all the credit! Productboard makes the biggest impact when teams across an organization embrace the platform’s potential for customer-centric collaboration. GSoft Co-Founder and Director of Product Guillaume Roy shared that message thoughtfully — and repeatedly — among Officevibe’s teams until everybody rallied around the cause.
Guillaume was determined to:
Believing there had to be a better product management workflow than disparate spreadsheets and overflowing inboxes, Guillaume was thrilled to discover Productboard’s seamless connections between customer insights, feature prioritization, and roadmapping.
To ensure successful adoption of the platform, Guillaume led a collaborative, org-wide change management campaign to highlight the collective benefit of contributing and leveraging customer feedback in Productboard.
“ It was a little hard to change minds at first, but once you do it and you do it right, you definitely see the return on investment, i.e. ‘ok, this is the genuine customer voice, this is their specific need, and this is how Product can act on it in some specific way.’ You close the loop. ”
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
“Closing the Loop”: How GSoft Changed Course Based on Customer Insights
The Officevibe team had a 12-month plan to launch a new module that would let a user sync their HR system to Officevibe.
“ Our end goal is always to position the customer as the champion. So, when they know we are responsive to their feedback, when they see we incorporated their ideas throughout our product journey, they will increase usage and think to recommend us to anyone considering Officevibe. ”
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
The play-by-play: GSoft’s 3 Steps Towards Change Management
Hoping to see the same customer-centric culture shift at your company? Guillaume was kind enough to share his play-by-play change management strategy with us:
1. Lasting change starts with one team
To perfect his approach, Guillaume chose to start facilitating change one team at a time.
“ I recommend a very agile, iterative approach to solve a problem like this. ”
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
He decided to reach out to Customer Support, and took the following steps:
2. From the beginning, match effort with effort
To ensure support team members saw positive results from their early efforts, Guillaume coached the product team to respond to the Customer Success contributors for every piece of feedback they entered in Productboard.
“ On the other side of the equation, I wanted to make sure the Product team was taking actions on the specific points provided by our Customer Support team. ”
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
Over time, these small responses made a major impact on the culture among Officevibe product teams; customer-facing team members and product managers started working more collaboratively, in Productboard and beyond.
Yet, Guillaume had one more tactic up his sleeve: org-wide shoutouts.
3. Recognize top contributors in group settings
During GSoft’s monthly, company-wide Product News meeting, Guillaume ensured Officevibe product managers recognized this new behavior by their Customer Success colleagues, sharing the results of their feedback-gathering.
Whenever his product managers presented a new feature, they always mentioned where it came from — the Productboard feedback that led to its development. In the same call, Guillaume made sure his team highlighted the top three contributors of feedback per month.
In the end, Guillaume helped Officevibe product teams rediscover the customer-centric methodology that made their office vibe so fulfilling in the first place.
“ I saw a really big increase in engagement with my team, because now we have the same way of doing things. Before, every product manager did their own thing, but now we’re all on board with a process that we built together. Once we helped everyone share the same workflow, it tightened the team. We have way more fun sharing ideas based on the feedback we get, and we all follow the same process to prioritize. ”
Guillaume Roy
CO-FOUNDER AND DIRECTOR OF PRODUCT, GSOFT
A recent brainstorm session brought together GSoft’s entire product management function — designers, researchers and product managers — to discuss better ways of crafting product at the company. When Guillaume spoke up to share a few ideas, he referred multiple times to a product excellence slide he liked from Productboard’s very own CEO, Hubert Palan.
Proud of Guillaume’s work helping Officevibe teams collaborate in Productboard, a colleague decided to do a little bit of photoshopping after the call.
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