Prioticket’s journey to a single source of truth

When "Freestyling" Reaches its Limits

As the company scaled, its internal processes struggled to keep up. The system for communicating product updates was non-existent, a problem that led them to hire Fabiën Redert as their new Release Manager. The challenge was clear from day one; in Fabiën's own words, "there wasn't a process". Product managers were "freestyling" in documents scattered across different platforms, leading to information getting lost and creating stress for internal teams who had no single source of truth. This lack of organization directly impacted their ability to serve customers effectively.

Before implementing a dedicated tool, Prioticket's method for communicating updates was unstructured and unreliable. Product updates were written "in Words or in Confluence all over the place", making them impossible to find later. This meant that when customers had questions, client-facing teams like account managers had no central place to turn to.

Fabiën knew he needed a tool that was not only powerful but also intuitive. Having been a UX designer himself, he was immediately impressed that Released looked like "a good looking product" that also seemed "easy to use". The friendly and approachable "human" tone was another major selling point that convinced him it was the right fit for a team brand new to release management.

A Central Hub for All Communication

Implementation was simple. The manager handled the technical setup, and Fabiën quickly customized the design and created a standardized template for release notes that included sections for "what's new," "improvements," and FAQs. This created a familiar and reliable experience for everyone. The success was immediate.

Expanding Beyond Release Notes

After establishing a solid process for product and API changelogs, Fabiën and his manager identified a new opportunity. They were brainstorming content for LinkedIn and grew frustrated with how quickly posts "disappear into the nothingness of LinkedIn". His manager felt that traditional social media was like "likes farming," where content has a very short lifespan.

This led to an idea: why not use Released for more than just product updates? Fabiën realized, "wait a minute... we can just implement this in Released".

They created a new changelog specifically for company news, turning their Released portal into a persistent news feed. Released became a place to share updates about employees, conferences they were attending, and other behind-the-scenes content so people can "just look behind the scenes instead of only product updates". Now, with three distinct changelogs for product, API, and company news, the portal has become a comprehensive and "beautiful" hub for all company communications.

Happier Teams, Fewer Tickets, and Clear ROI

The results of centralizing all communications were felt across the entire company. A colleague’s reaction to the new process says it all:

"God damn, what a beautiful, clear set of release notes again, man, including limitations and step by step how to. That really makes me happy."

The positive impact was clear and measurable:

• Drastically Reduced Support Load: With clear, accessible release notes, there are now "less tickets being opened".

• Empowered and Happier Internal Teams: Account managers are "having a super good time" because they can find the information they need in just a few clicks, eliminating doubt and helping them do their jobs better. The sales team also uses the notes and the public roadmap to stay up-to-date and confidently answer questions from prospects.

• Actionable Analytics: The analytics feature was a "great addition". Seeing over 5,000 views in three months got the entire team "so hyped" and helps Fabiën understand which content is most engaging, allowing him to adapt future notes accordingly.

Closing the Feedback Loop

Prioticket's journey with Released is set to continue. After seeing a demo of upcoming customer feedback features, Fabiën is keen to explore them as the next step in their process evolution. He was impressed by the concepts, calling them "pretty awesome". He sees a clear opportunity to streamline their feedback gathering and create a more direct line of communication with customers.

Ten months in, Fabiën is certain he made the right choice. The platform has not only solved the initial problem but has become a cornerstone of the company’s internal and external communication strategy, with a clear path to becoming their central feedback hub as well.

"We're just genuinely really happy with how things are going. Choosing you guys 10 months ago was definitely the right decision—it’s made my job so much easier."