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Customer Story

Lauren Franklin has a unique role. As a Senior Customer Engagement Manager at Uplevel, a software program that uses machine learning to improve engineering effectiveness, Lauren’s main focus is understanding what her users want most from her product and communicating those needs to her product team. It’s a critical position that straddles both customer success and product management, and focuses on keeping customers and end users happy and satisfied.

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My role is focused on understanding what our users love, what they don’t love, and being the person that translates that back to our teams. It’s really all about making that customer, that main contact happy, as well as the end user, and feedback is a really key piece in that. As a smaller company, gathering that feedback and communicating it back to the team is a surprisingly big feat.

In order to create the best experience possible for her users, Lauren needed feedback and lots of it. But she quickly realized that collecting feedback was only half the battle; Uplevel didn’t have a central repository for feedback storage, and so information was getting left all over the place. From Excel sheets to Slack channels to a random Sticky Note with scribbles from a sales call, feedback was getting collected, stashed somewhere, and forgotten about. Because of this, they struggled to create a business case for why their customer’s needs are important and communication between the customer and product team started to break down.

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We were collecting feedback before Parlor in a lot of different places. We had people jotting down notes during sales calls and interviews that would get thrown into random Excel sheets, but then nothing would come of it. So feedback was stored all over the place with the best intent, but there was no hard and fast process for storing it.

Additionally, Lauren and her team were dealing with a common struggle; how to systematically prioritize feedback. As many SaaS teams can relate to, Uplevel was able to collect feedback fairly easily but when it came time to decide which customer requests to build, if any at all, the system started to break down. No one knew where to go to find this feedback, why it was important, or how to start the process of communicating these needs to the product team. Things began to fall through the cracks, and it became increasingly difficult for the customer team to show to their users that their needs were being listened to and prioritized.

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We weren’t prioritizing feedback or requests in any kind of systematic way. Sometimes I would post something interesting that I heard or share an interview I had, and there would be a bunch of people who would comment back and it may get referenced at a later point, but because it wasn’t systematic, nothing would come of it. So it became this main goal for us to make sure we’re listening to users and building the features that align with their feedback.

This is where Parlor came in. Parlor helped Uplevel not only collect feedback but consolidated all their existing feedback that was scattered across tools and notepads and Slack channels and stored it in a one single system of record. With Parlor’s Feedback Management tool, Lauren and her team are all able to go to the same place to see everything their customers have asked for and who asked it. Uplevel now has transparency into what matters most to their most important customers. This central nervous system of feedback combined with actionable analytics, such as open opportunity revenue, means that Uplevel’s customer team can make a clear and definitive business case for each and every customer need, ensuring that nothing and no one gets left behind.

Lauren’s role as a Senior Customer Engagement Manager means that she is uniquely focused on driving engagement and customer satisfaction, but her struggles with organization and prioritization of feedback is something we’ve seen across dozens of companies. Parlor provides her and her team with a centralized location to store and organize all of their important insights, easily prioritize and understand customer needs, and communicate business impact transparently between all of their teams.

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We see Parlor as a collaboration tool that everybody, regardless of their team or expertise, can use. It opens up communication channels between teams that weren’t there before, which is what I think makes it valuable.