How Becoming Our Own Customer Changed How We Build

We killed our roadmap. 🔫

Not because we’re chaotic. But because it was getting in the way. We recently changed strategy. We became a BPO: we now run customer support end-to-end, software 𝗮𝗻𝗱 people.

That single shift completely changed how we build.

Before, we planned features, we discussed priorities, we tried to anticipate what users would want next.

Now, we build out of necessity.

If we can’t run support properly for a customer, something is missing. So we build it. Not because it was planned, but because it’s required.

No long debates. No “nice to have” features. Just a simple question: what do we need to ship to make this work today?

The impact has been surprisingly strong.

We’re more focused. The direction is clearer. And we only ship what actually matters, given our bandwidth.

The biggest change? We’re no longer guessing what users want.

We are the customer.

And that’s where the real learning happens.

Roadmaps feel comfortable. Building by necessity doesn’t. But it forces you to build the right things.