Enterprise sales of professional services, reports and a web app
Our product service system included targeted reports generated by analysts on the Professional Services team with the support of our researchers. Customer engagements were very hands on, professional services team onboarding users, adding their repositories and performing health checks at about a monthly cadence.
In practice, busy software teams couldn't make time to learn all the metrics and go through the tables and graphs in our product scraping value. Expecting a report and scheduled call to talk through it, clients tended to wait for that rather than spend time in the product. Our analytics showed only a few customers actually checking regularly, and only for short periods.
This impacted the users relationship with the product, and was a labor intensive bottleneck. We had to find a way to productize professional services to replicate the value users were finding in a scalable product.