Case Study: FACTS Management Company removes the guesswork from product decisions with UserVoice

How FACTS Management Company took the guesswork out of product decisions

FACTS Management Company, a Lincoln, Nebraska–based education technology firm serving more than three million students and families across 11,500 schools, struggled to understand customer needs at scale as their user base grew. Relying on interviews and ad hoc reports from Account Managers left the product team unable to quantify requests, distinguish one‑offs from widespread issues, or eliminate bias from prioritization — the “squeaky wheel” problem.

By adopting UserVoice as a centralized feedback repository, FACTS automatically captured and organized nearly 9,000 suggestions, used vote counts and qualitative context to create an evidence‑based prioritization framework, and freed product team hours previously spent on manual aggregation. The result: clearer cross‑company alignment, better customer communication, and more than 800 customer requests identified, prioritized, developed, and launched — turning product decisions from guesswork into data‑driven choices.

FACTS

Megan Fangmeyer

Product Manager