Messaging & Communications Platform
Built Hearsay Relate into a mature enterprise product over two years. Revenue doubled, NPS up 15 points.
Overview
Built Hearsay Relate into a mature enterprise product over two years, shipping across the full communication lifecycle for financial advisors and insurance agents operating under strict compliance requirements. Revenue doubled, NPS improved by 15 points, and the customer advisory board I built became a model for how the broader team approached customer engagement.
The Problem
The product had strong early traction but needed real investment to grow up. There was a culture of saying yes to every customer request, no long-term vision, and a collaboration process between engineering, design, and product that slowed everything down.
My Approach
I focused on three things in parallel: build the right things (roadmap and vision), build them the right way (process and team health), and keep customers close (Customer Advisory Council, direct relationships). I pushed for a long-term vision even when it was uncomfortable.
What We Built
- →Desktop Calling (VOIP) and Voicemail
- →International Calling & Texting
- →Scheduled Messages
- →Biometric Authentication & In-App PIN
- →MMS on Mobile
- →Inbound Call Handling and Caller ID
- →Auto-reply and Out-of-Office features
- →Compliance portal with message redaction
- →Contact management improvements
- →Restructured engineering/design/product collaboration process
- →Customer Advisory Council
Outcome
Doubled revenue for the Relate product over two years. Signed and grew 5 major enterprise customers; NPS improved approximately 15 points. Shifted the team culture away from reactive "yes" toward a long-term vision with real buy-in, and built lasting customer relationships that informed the roadmap for years.