Crafting a new paradigm of company-wide agility - Cycle's impact on Juno
“Cycle disrupts startup agility, extending now beyond delivery to embrace ideation and discovery. It's a game-changer compared to traditional PM tools, enabling rapid iterations from feedback collection to feature release. It allows for quicker innovation and more effective collaboration across teams.”
Reda Arslane Ouafi, co-founder & CPTO @Juno
TL;DR
Challenges: Juno grappled with disorganized customer feedback and lacked a central system for effective management and alignment with product development.
Solution: Cycle streamlined Juno's feedback process, enabling their Success team to become agile and efficiently integrate various feedback sources, enhancing productivity and informed decision-making.
About Juno
Juno connects industries to real-time digital solutions, enabling managers to make informed decisions and save resources in production processes.
Reda is co-founder & CPTO
Emmanuelle is Operations Manager & Customer Success
Industry: Operations tech
Headquarters: Paris
Founded: 2022
Company Size: 20
Juno STORY
Juno lacked a centralized system to manage feedback, leading to confusion and a lack of visibility into customer needs. For instance, they could not specify which customer requested a particular feature and its corresponding status."
“Our customers were asking for feature X, but I couldn’t get visibility on how many people asked for the feature or its status, and it blocked my project. We had a lot of back & forth with the engineers.”
Emmanuelle Nunes, Operations Manager @Juno
"Furthermore, since the feedback was reframed, we lost the root customer needs. We once lost 2 months due to these process issues.”
Reda Arslane Ouafi, co-founder & CPTO @Juno
They explored various tools like Notion, Linear, and ProductBoard, each with its limitations:
- Notion was unscalable: With everyone adding fields, it became a mess for data capture & communication.
- Linear, used for delivery, lacked the modularity needed for ideation and feedback.
- Productboard was efficient but had usability issues.
How Juno uses Cycle
Nearly everybody at Juno uses Cycle: CPTO, Customer Success, Engineers, Designer, and Product Owner.
They use Cycle primarily for processing feedback, sprint planning (using the release feature), managing technical debts, and creating a high-level roadmap. They now also fully implement delivery in Cycle.
Their sources range from HubSpot, calls, emails, and other notes.
Every Friday, the CSM & Product teams hold a meeting to review the week's feedback, sharing insights and understanding customer needs.
"Cycle’s structured database and feedback management have revolutionized our approach to product meetings and customer interactions. It's opinionated enough to bring order, yet flexible for our diverse needs."
Reda Arslane Ouafi, co-founder & CPTO @Juno
Impact
Since adopting Cycle, Juno has realized key improvements:
- Boosted collaboration: Faster workflows and better alignment between customer success and engineering teams
- Customer success efficiency: Success teams now quickly access needed information, eliminating delays (rather than asking the engineers).
- Direct customer feedback focus: Feedback remains unaltered and linked to specific customers and features, ensuring customer-centricity
- Cost reductions: Juno is phasing out Linear, integrating all delivery into Cycle, and streamlining their toolkit that now includes Notion, Gitlab, Github, Hubspot, Cycle, Linear, Email, Slack, and Figma.
"While Cycle covers a broad spectrum, it is highly customizable and allows us to create workarounds for features not directly available. This flexibility has been crucial in optimizing our workflow.”
Reda Arslane Ouafi, co-founder & CPTO @Juno