Technology is useful when people understand behaviour.
TaigaNow has evolved from an online ordering tool into a broader digital ecosystem supporting customers and internal teams.
TaigaNow has evolved from an online ordering tool into a broader digital ecosystem supporting customers and internal teams across ordering, inventory, reporting, administration and related workflows. As new features and connected applications arrived, communication needed to become more structured so customers could understand meaningful changes without being overwhelmed by every technical update.
We built a feature-launch and communications framework that classifies updates before determining how they should be introduced. Customer value drives the amount of communication, internal teams are prepared before external releases, and customer-facing language remains plainspoken.
The system includes launch planning, internal communications, product knowledge, sales enablement, FAQs, customer messaging, onboarding content and feature education. It has supported work around customer administration, account security and the continuing evolution of Taiga’s wider digital ecosystem.
TaigaNow now has a repeatable way to introduce product changes as the platform grows. The framework allows communication effort to match the importance of the release while keeping the customer benefit at the centre.
Product communications strategy · Customer experience · Feature-launch planning · Copywriting · UX content · Sales enablement · Internal communications · Digital ecosystem thinking