Puzzel's Transformation: A Strategic Journey in Product Management
Puzzel is a market-leading European contact centre-as-a-service (CCaaS) software provider with over 20 years of industry-proven experience. Winner of the Frost & Sullivan 2023 European Company of the Year Award.
3 min read
The Challenge
Streamlining for Success
In the midst of rapid expansion, Puzzel faced a pivotal moment. Acquisitions and growth had brought complex challenges in product management. The product portfolio post-acquisition posed challenges in manageability and strategic alignment.
"Our expansion was both an opportunity and a complex hurdle. We needed to evolve our product management to keep pace with our growth."
"Our product owners were drowning in tasks. We were reacting, not strategizing."
Choosing the Right Partner
Discovery Before Action
Produxity offered a phased strategy, starting with discovery before action. Rather than prescribing solutions upfront, the approach was to deeply understand Puzzel's unique challenges first.
"Produxity didn't just offer answers; they sought to understand our questions first."
The Approach
Transparency and Trust
Produxity immersed in Puzzel's culture, becoming part of the team. The initial focus was redefining strategy for one team as a replicable model for the wider organisation.
Deep Engagement
Engaged deeply with Product Owner, Engineering Lead, and UX Manager to understand existing workflows and pain points.
User Research Training
Extensive training in user research methods, equipping the team with skills to continuously gather customer insights.
Customer Surveys
Implemented customer surveys using the Outcome-Driven Innovation approach to uncover unmet needs and prioritise opportunities.
Stakeholder Interviews
Conducted internal stakeholder interviews covering industry trends, competitor analysis, and product strengths and weaknesses.
This comprehensive discovery process culminated in a robust product strategy, built on a foundation of real customer and stakeholder evidence.
Operational Revamp
New Ways of Working
Beyond strategy, Produxity helped Puzzel transform their day-to-day operations, introducing modern product management practices that would scale across the organisation.
Agile Dual-Track Process
Introduced a dual-track agile process with a dedicated focus on discovery alongside delivery.
Streamlined Roles
Clarified and streamlined roles to reduce confusion and eliminate duplication of effort.
Operational Principles
Established clear operational principles to guide decision-making across the product organisation.
Launch Checklists & Dashboards
Implemented comprehensive launch checklists and dashboards for visibility and accountability.
The Outcome
A Blueprint for the Entire Organisation
The focused approach on refining one team's operations now serves as a blueprint for the entire organisation. What started as a single team's transformation became the model for how Puzzel manages products across the board.
"Our transformation is more than just incremental improvement; it is a complete overhaul of our approach, setting a new standard in product management."
Playbook for the Future
Produxity developed a comprehensive playbook for Puzzel — operational guidelines for each product team. This became the "operational bible" aligning all product teams, ensuring consistency and quality across the entire product organisation.
"Working with Produxity wasn't just about consultation; it was about transformation. We're now more agile, more strategic, and far better prepared for the future."
Ready to Transform Your Product Function?
Book a confidential introductory call. We'll discuss where you are today and how we can help you build a product organisation that scales.