Case Study: Sensei Project Solutions streamlines user feedback and resolves backlog with Userback

Sensei Project Solutions streamlines hundreds of bug reports and feature requests with Userback

Sensei Project Solutions, a provider of Microsoft productivity solutions, faced a significant challenge in managing user feedback for its Sensei IQ SaaS platform. Their existing process was underperforming, leading to a backlog of hundreds of bug reports and feature requests that frustrated customers and internal stakeholders, threatening faith in the platform. They partnered with Userback to overhaul this process.

The solution from Userback was implemented in two stages, starting with its browser extension to collect contextual feedback and later integrating it fully into Sensei IQ. This provided real-time visual context, video session replays, and automated workflows integrated with Azure DevOps. As a result, Userback enabled Sensei to efficiently triage, assess, and act on feedback, restoring customer confidence and creating a transparent, continuous feedback channel for improving the platform.

Sensei Project Solutions