Case Study: Broken Build boosts customer discovery and PLG workflows with journy.io

Broken Build - Customer Case Study

Broken Build, a company that builds apps for Atlassian Jira, faced significant challenges in understanding their end users due to limited data from the Atlassian marketplace. With little knowledge of who their users were or how they used the apps, their feature prioritization was based on gut feelings and support requests, leading to mostly bug fixes. They lacked actionable data to identify power users or those at risk of churning.

The vendor journy.io provided a solution by integrating with tools like Segment and Intercom to monitor customer health and automate outreach. journy.io's powerful rule engine enabled Broken Build to pinpoint users who reached key moments or were at risk, triggering targeted communication. This resulted in a dramatic increase in customer interviews, from 2 to over 30 per month, and a product roadmap now filled with validated feature requests.

Broken Build

Alex Zhebryakov

Chief Growth Officer