Case Study: Sonar Software achieves drastic support-ticket reduction and streamlined feedback management with Receptive

How Sonar Switched from Trello to Receptive

Sonar Software, a modern billing and OSS provider for ISPs, was using Trello to track feature requests and ended up with a chaotic backlog of over 1,500 cards. That volume created duplicate requests, overwhelmed support, and left Sonar unable to give customers clear status updates—so they evaluated alternatives and switched to Receptive to manage customer feedback and prioritize their roadmap.

Receptive was integrated in about 20 minutes and Sonar embedded a “Suggest a Feature” link to the Receptive portal; using Receptive’s SmartLists and customer-data integrations made priorities visible, reduced duplicates, and fostered a community of users voting and commenting. The results were dramatic: support tickets for requests dropped from 5–10 per day to roughly 1 per month, the backlog became manageable, and Sonar Software now uses Receptive-driven reports to make faster, data‑backed product decisions.

Sonar Software

Simon Westlake

CEO