How Sensei Revamped User Feedback Systems with Userback

About Sensei

Sensei is a leading provider of Microsoft productivity solutions, specializing in the delivery of Product Portfolio Management (PPM) solutions in the Microsoft Cloud that align organizational, team and individual goals to achieve overall business goals.

The business is founded on a philosophy of choosing and tailoring the best technology to address business problems, rather than simply implementing out of-the-box solutions. This approach has helped leading brands around the world to optimize productivity. At the heart of each of Sensei’s successful deployments is Sensei IQ, a centralized SaaS platform that delivers the processes, procedures, tools, techniques, configurations and training that provide the framework for delivering successful outcomes.

We rely on feedback from customers and internal users to continuously refine and improve Sensei IQ. It’s one of our distinct advantages in a highly competitive and demanding market.

The Business Challenge

The team at Sensei recognized that the approach for managing user feedback for Sensei IQ was not working. They were able to collect plenty of user feedback, but they were struggling to assess, prioritize and act on that feedback.

With a backlog of hundreds of unaddressed bug reports and feature requests, both customers and internal stakeholders were starting to become frustrated with Sensei IQ and were losing faith in the platform.

The Userback Solution

Sensei undertook a detailed market review of user feedback solutions and Userback stood out as the perfect partner to help untangle the backlog of unaddressed issues caught up in the rapidly growing user feedback knot and put the customer back in the center of the product development lifecycle for
Sensei IQ.

For the first stage of implementation, Sensei simply started to use Userback’s browser extension in conjunction with the existing and underperforming user feedback mechanism that was still built into Sensei IQ. This hybrid approach meant that the team at Sensei were immediately able to start collecting more valuable and contextual customer feedback that could instantly be triaged and assessed before being actioned.

For the second stage, Userback was installed in the Sensei IQ product as the central in-app tool for collecting and managing customer feedback, integrating into Azure DevOps developer services to seamlessly slot into existing workflows.