The problem
Customer Monitor was already a real product with paying clients: a SaaS service that keeps a finger on the pulse of how customers are feeling, thinking and responding to a business, its branches and its salespeople. The concept was good. The software underneath had multiple issues, technically and in its user experience, and those were holding back a product that deserved to grow.
What we built
Applicable worked on the product for 10 months, taking it from good to great on both fronts: the technical foundations and the UX that clients used every day, including the reporting dashboards, segment comparisons and likelihood views shown above. This was development inside an existing product with live customers, so every change had to land without breaking the service people were paying for.
The result
Customer Monitor became a well-established SaaS offering. Its success then made it sensible for Perceptive to set up an in-house development team to carry on maintenance and development, which is how an engagement like this should end: the product outgrows the need for an outside team. The old site published no revenue or user figures, so none are claimed here.
Key takeaways
- Applicable spent 10 months taking Perceptive's Customer Monitor SaaS from good to great, technically and in UX.
- The work happened inside a live product with paying clients.
- The product's success led Perceptive to bring development in-house.
