A client in the education software industry expressed concerns over low user adoption rates following a recent update. They received negative feedback from customers, with some of them stating they weren’t aware of the changes and requesting to roll back to the previous version.
One of the causes identified was the lack of communication between their overseas-based marketing & client engagement teams and their locally based product & development teams.
This incident prompted the client to review their current release management processes. They sought help to establish a clear-cut system and ensure the product – whether it’s an update or a new piece of software – is received positively, adopted easily, and that support systems are in place.