Proposed and Received Funding for A Feature that Improves Customer Service to Stakeholders
Proposed a feature that saves cost for the customer service team as well as improves customer satisfaction.
After talking to the customer service agents and analyzing customer queries, I understood their problems and identified areas to solve their pain points. With the help of the dev team, I developed a POC and got inputs from stakeholders. The architect helped me with the product architecture design. I also analyzed the cost and resource requirements. I came up with a roadmap by prioritizing features based on value and cost. I then presented these to the CTO and other stakeholders and got their approval and budget for full-time development.
Improved Key KPIs of a New Feature
Analyzed and enhanced a module in a SaaS product and improved key KPIs from 30% to 85%.
I observed end-users were not engaging with a new feature that was deployed to a certain user segment. However, at Facilio, we believed that it had a huge value to that particular segment. So, I spoke to our clients' exec team and the end-users to understand the problem better. Observing the end-users while they used the product gave me a lot of insights. I came up with a set of todos for improving the feature, prioritized them, and requested the dev team to execute. I also created training videos for the new feature and took the help of the customer service team to train end-users. This helped me improve engagement.
Third-Party Software Integration
Integrated a building information management (BIM) system software into the Facilio product.
A BIM software would offer a lot of value to our B2B real-estate tech product. The BIM integration partner is also a startup, and we had mutual business benefits. This integration was technically challenging because both the vendor and us did not have full-fledged APIs. I owned the integration effort from the Facilio side. I aligned multiple stakeholders and defined use cases to build in collaboration with the partner. We integrated incrementally and demoed the MVP with an alpha customer who gave valuable feedback for further integration.
Competition Analysis for Our Startup
As the second product manager, I organized competition analysis so that the sales, marketing, product, and CXOs team can refer to them whenever required.
I first identified 15 competitors - I had a general idea of who the competitors are and spoke to the sales team to see what names they come across often.
I then made a feature matrix in an excel sheet by listing all major features and capabilities. I studied the competitors by looking at their website, blog, whitepapers, public presentations, demo videos on YouTube and Vimeo.
Since the feature matrix is very detailed, I also made a quick one-pager for each competitor explaining the competitor’s value-prop and our differentiators.
I then updated the sheet every 30 days.