2 May 2022
Sector: B2B technology
Focus: Hosting, Support & Maintenance
Situation
Product roadmap absorbed all the air in the room, so marketing and customer success backlogs starved. When something broke, it was not always clear who owned the fix, which made small issues linger.
What we focused on
- SLA clarity: Severity definitions everyone used, no “urgent” inflation.
- Release windows: Coordinated deploys with smoke tests on critical integrations.
- Roadmap hygiene: Small wins logged so leadership saw cumulative progress.
Outcome
Steadier site reliability and a visible queue marketing trusted.