Cutting 80% of Ad-Hoc Product Requests
SAAS
AI Agent
Insights
Analytics
The Company
CustomerGauge provides enterprise-grade customer experience management solutions, helping organizations capture and act on customer feedback to drive retention and growth.
Company name
CustomerGauge
Industry
SAAS
Company size
50+
Location
Amsterdam
What we did
80%
Self-service resolutions for product Q&A
100%
Improved alignment and transparency across teams
80%
Reduction in unstructured product requests
The Challenge
As CustomerGauge grew, so did the complexity of managing incoming product requests from multiple departments. Client-facing teams were submitting a constant flow of ad-hoc, unstructured requests to the product team. This made prioritization difficult and often left product managers overwhelmed.
The absence of a formal feedback framework meant that valuable customer insights were sometimes buried in noise, and internal teams lacked a clear understanding of how product decisions were made. Without transparency into the development process or visibility into strategic priorities, opportunities for alignment were lost and customer-facing staff often felt disconnected from roadmap decisions.
The result was a cycle of inefficiency: product teams spent too much time sorting through requests, while client-facing teams struggled to get timely responses or visibility into progress.
The Approach
Step 1 – Discovery & Mapping
We began by interviewing stakeholders across the organization — from the VP of Product and Product Managers to Strategic Accounts, Technical Implementation, Support, Engineering, Marketing, and Sales. Using structured questioning and a Current Reality Tree Analysis, we mapped bottlenecks and identified where processes were breaking down.
Step 2 – System Design & Build
With the insights gathered, we developed a structured triaging framework that could work at scale. Prioritization criteria were defined, and a bi-weekly review cycle was built into the process to ensure consistency and speed.
Step 3 – Testing & Iteration
Three AI chatbots were rolled out, trained on internal product documentation and powered by Notebook LM and automation tooling. Early adoption metrics were monitored, and adjustments were made to ensure accuracy, usability, and trust from internal teams.
Step 4 – Deployment & Adoption
The new system was launched across all client-facing teams, supported by training sessions to encourage adoption. The bi-weekly “Voice of Customer” sync was established to bridge the gap between product and client-facing roles, creating a shared understanding of priorities and upcoming releases.
The Solutions
We partnered with CustomerGauge to design and implement a scalable system that could process customer requests with clarity and speed, while simultaneously increasing internal awareness of the product development lifecycle. The solution was built on three pillars: a structured triaging process, AI-powered knowledge access, and regular cross-team feedback sessions.
A formalized inbound triaging system was introduced, built on clear prioritization criteria — Business Value, Customer Impact, and Strategic Importance. This gave product managers a consistent way to evaluate and respond to requests. Alongside this, three AI-powered chatbots were deployed to serve as an always-available internal knowledge base, enabling staff to answer the majority of product questions without waiting for human intervention. Finally, a bi-weekly “Voice of Customer” sync brought product and client-facing teams together, ensuring customer feedback could be translated into roadmap decisions in real time.
CustomerGauge provides enterprise-grade customer experience management solutions, helping organizations capture and act on customer feedback to drive retention and growth.
CustomerGauge
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The Results
Within weeks, the impact was clear. The volume of ad-hoc, unstructured requests reaching the product team dropped by 80%, freeing up significant capacity for strategic work. Internal teams were now resolving 80% of product inquiries instantly using the AI chatbots, allowing the product team to focus on more complex cases.
The bi-weekly sync created a consistent feedback loop, giving customer-facing teams greater visibility into the product roadmap and enabling proactive communication with enterprise clients. These changes not only streamlined operations but also strengthened CustomerGauge’s ability to deliver on its customer excellence promise.