how zeda.io helped surecost
SureCost eliminates feedback chaos with Zeda.io's centralized insights hub
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about SureCost
Pharmacies today face numerous challenges, including managing products, drug shortages, and ensuring compliance - all at the same time. SureCost streamlines purchasing and inventory management, saving time and money, with typical savings of 2-5%+ on annual costs.
industry
Healthcare
primary use case
Feedback Management
Insights Analysis
Streamlining Feature Workflows
about SureCost
Pharmacies today face numerous challenges, including managing products, drug shortages, and ensuring compliance - all at the same time. SureCost streamlines purchasing and inventory management, saving time and money, with typical savings of 2-5%+ on annual costs.
industry
Healthcare
primary use case
Feedback Management
Insights Analysis
Streamlining Feature Workflows
Meet Chase, Product Manager at SureCost
Chase Ferguson thrives as a product manager at SureCost, a company revolutionizing the cost management landscape for US pharmacies.
As a Product Manager coming from the pharmaceutical space, Chase brings years of experience in building high-performing teams that live and breathe continuous product lifecycle improvement from ideation to launch. His belief:
In a product team, success not only hinges on identifying and addressing problems, but on constantly trying to align the team's ability to address the correct minority of opportunities tomorrow, from the ever present pile of them before us today.
However, before Zeda.io entered the scene, this process was riddled with inefficiencies.
The Big Problem → Scattered Feedback, Siloed Workflows
One of the early challenges that SureCost faced was identifying and defining a clear persona with clear roles. In pharmaceuticals, this was heavily skewed as sometimes, a purchasing manager as well as an administrator in purchasing or a pharmacy technician - all of them were doing the same jobs. They established a “job-to-be-done” framework to clearly demarcate the personas.
SureCost’s biggest challenge stemmed from the fragmented nature of customer feedback coming in from these personas. Support tickets, sales calls, and reviews – valuable insights from vendors were scattered across disparate platforms.
Compiling and analyzing this data was a time-consuming and painstaking manual process.
The lack of integration between feedback and development workflows like Jira created a communication bottleneck, hindering product development agility.
How Zeda.io Streamlined VoC and Improved Productivity for SureCost
Zeda.io emerged as a game-changer for Chase and his team at SureCost. The streamlined approach saved Chase's team hours sifting through feedback and manual operations.
First, by acting as a central hub, Zeda.io consolidated customer feedback from various sources, primarily their support tickets across channels, into a single & unified platform.
With AI-powered automations to capture voice of the customer from multiple sources, time needed for 1 on 1’s with their customer success team members was significantly reduced, enhancing productivity.
Having a centralized repository of insights reduced the mental burden for their product team. As a result, they were able to focus on what truly matters – understanding customer needs and translating them into actionable product improvements.
Perks Beyond Centralizing Voice of the Customer
Zeda.io’s capabilities extend far beyond mere centralization. Here’s what the SureCost team was absolutely impressed with —
The powerful search and customization options empowered Chase to sift through mountains of feedback with laser focus, pinpointing specific issues in seconds. It enabled their GTM teams to save custom views for themselves with custom fields, paving way for seamless analysis & reporting.
The ability to link VoC directly to features in Jira provided a crystal-clear view of the development process, ensuring that customer feedback loops are handled efficiently.
SureCost also leverages Zeda.io’s powerful "Insights" module to uncover hidden trends and patterns within customer feedback. This data-driven approach empowers them to make informed product roadmap decisions, prioritizing features that resonate most with their target markets.
Results that Mattered for SureCost, BIG TIME!
SureCost’s experience with Zeda.io translates into measurable results that matter.
The collaboration between GTM and product teams improved by 80%, thanks to all product-linked customer insights being accessible within a single dashboard.
They also report a significant reduction in the time spent searching for and compiling feedback. Approximately, the team saves 2-3 hours per week in consolidating feedback and deriving key actionable insights, enabling them to validate their crucial product decisions.
Customer listening capabilities were boosted by 10X, as Zeda.io's AI-assist provided deeper context to feedback data. This enabled SureCost to make data-backed bets with confidence, leveraging Zeda.io’s powerful Voice of Customer solutions.
Most importantly, Zeda.io improved team collaboration, ensuring everyone is on the same page regarding customer needs and development priorities.
In Chase’s own words,
Zeda.io has lifted immense burden from our Product Team at SureCost. By empowering all stakeholders to raise their voice in a platform that allows us to easily translate that voice into actions and align those actions with our product strategy, Zeda.io has become a crucial tool in our product management toolbox.
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