Case Study: Socrata achieves faster feedback triage and improved product responsiveness with Receptive

How Socrata use Receptive to Save Time and Improve their Product

Socrata, a provider of cloud-based solutions that help government organizations use data to operate more efficiently, struggled to manage growing product feedback while using Salesforce Ideas. As requests multiplied, the Product Team spent nights and weekends consolidating duplicates in a cumbersome interface, creating a “Salesforce Black Hole” where ideas were lost and workflows became painfully slow.

After switching to Receptive and migrating historical requests, Socrata adopted Receptive’s triage tools—using pre-saved responses and the curated “Action Needed” list—to streamline handling and visibility of requests. Within six months the team began responding to every request within two weeks; engagement and throughput improved (32 of 36 team members logged in in one week, 7 votes from 10 users, 3 features created and 2 awaiting feedback), and employee satisfaction rose as staff felt their feedback was being heard.

Socrata

Christian Hoogerheyde

Product Manager