Delivering Trust – Product Management at Kollective

By Jay Harel, VP of Product Management at Kollective

Kollective’s business revolves around trust. We enable efficient video delivery over enterprise networks, allowing our customers’ CEOs to message their workforce directly and build trust among their employees. As a Software as a Service (SaaS) company, we must earn our customers’ trust over and over again. Indeed, customers renew their contracts year over year because we keep delivering on what matters to them: cost-effective content delivery that simply works.

Customer requests have a significant role in guiding our priorities. Well over half of the features we built into our recent product releases originated from customer requests. We prioritize based on several factors: security requirements, customer feedback, partner needs, new technologies, and infrastructure enhancements. Let’s review each one of these in more detail:

  • We take security requirements very seriously and decide how to proceed after evaluating the risk involved. Security needs take precedence over other items and are usually non-negotiable. We pride ourselves on shipping highly secure products, with Kollective SD ECDN being the hallmark of secure enterprise content delivery.
  • Customer feedback is essential to us. We encourage our customers to engage with us and with each other to exchange ideas and discuss their needs. Twice a year, we host them at our customer councils held in Florida and London and the resulting flood of ideas ends up as a backlog of items that we work diligently to prioritize and implement.
  • As we grow our ecosystem, partner requests become increasingly important. We enable an ever-expanding cadre of partners, and this forces us to constantly improve our platform in order to meet their needs.
  • We are always on the lookout for new technologies developed around the world, with the goal of taking advantage of developments that can improve our products and services. These sometimes require us to make significant changes to our platform, but we often conclude that it’s the right thing to do. As Bob Dylan said, “You better start swimmin’ or you’ll sink like a stone, for the times they are a-changin’.”
  • From time to time, we must make infrastructure enhancements. These include upgrading operating system versions, refreshing network equipment, and replacing obsolete software libraries with newer ones.

While we cannot please everybody all the time, we try to make the most with what we have and optimize our resource use as much as possible. At the end of the day, all these factors lead to better products and services for our customers. If it makes them happier and reinforces their trust in us, that is all that matters.


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