Case Study: 360Learning drives product strategy with customer feedback and data with Harvestr

360learning - Customer Case Study

360Learning, a B2B SaaS e-learning company, needed a better way to manage the growing volume of customer feedback coming from support, success, and sales teams. As the product organization scaled, product managers were struggling to track, prioritize, and make sense of hundreds of requests using spreadsheets and Trello boards. To address this, 360Learning turned to Harvestr, alongside Zendesk Support, to centralize feedback and improve collaboration across teams.

With Harvestr, 360Learning aggregated customer insights from Zendesk and Salesforce, categorized requests, handled duplicates, and prioritized roadmap decisions using both qualitative and quantitative data. The result was a 100% increase in usable customer feedback, twice as much feedback available to guide roadmaps, and a halving of support ticket volume for some products like the Knowledge Base. Harvestr also improved transparency across squads and helped 360Learning proactively prevent product issues before they happened.

360Learning

Thomas Garcia

Coach Of Support Officers