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As the Product Lead for Growth at Veho, my mission is clear: to win and retain clients by building products that truly meet their needs. Our approach is all about staying nimble, listening to our clients, and delivering the tools they need to succeed in an ever-changing market. For brands, the speed and reliability of their shipping partners can make or break their business. Veho's commitment to rapid iteration and client-centric innovation ensures that our clients always have the tools they need to provide exceptional service to their customers.
The Veho Difference: Nimble and Client-Focused
One of our key values at Veho is driving impact. Every day, we ask ourselves, "What are we doing today that's important?" This focus on immediate impact sets us apart from competitors, who have been discussing proof of delivery photos for years. While competitors are just now adding proof of delivery photos, Veho has leaped ahead with Perfect Placement, enabling consumers to not just see the end result of a delivery– but to dictate it.
At Veho, we don't just talk; we act. Every week, every month, and every quarter, we sit down and rigorously evaluate what we are building right now that will drive the most impact.
Our product development process is deeply client-centric. We don't build roadmaps in isolation; our clients have a seat at the table–and their input directly shapes our product plans. If our clients need additional features like dry ice capabilities, we build it. If they want specific features or data points built into their client portal, we create it. This partnership approach ensures we are always delivering what our clients truly need.
Our approach to product development is centered around three main points:
- Client-centric innovation: We prioritize building what our clients need, ensuring our roadmap directly reflects their specific requests and requirements.
- Rapid iteration: We quickly develop and deploy new features that our clients ask for, pilot them with a small group, then refine them based on client feedback and performance.
- Partnership-driven success: Our clients are partners in our product development process, ensuring we deliver value that directly impacts their business.
Building Products with Clients in Mind
So how do we do it? How do we ensure that we are building a roadmap around real needs?
Our product development process starts with our clients. We engage with them regularly through various channels to understand their needs and gather feedback. Here’s how we do it:
- Client services team: Our front-line team talks with clients weekly, gathering feedback and discussing performance.
- Product involvement: Our product team joins client calls to discuss new features, understand challenges, and brainstorm solutions.
- Client advisory board: This group consists of top clients who provide feedback on our roadmap and strategy.
- Surveys and listening sessions: We regularly survey our clients and hold listening sessions to dive deeper into their needs and expectations.
Examples of Rapid Iteration
One recent example of our agile approach is our response to a major sale event for a key client. They needed deeper visibility and control over their deliveries to ensure a smooth experience for their customers during this peak period. Within a week, we rolled out:
- Perfect Placement: Beyond just proof of delivery photos, consumers were able to guide drivers through photos and map pins of their perfect package placement.
- Failed Delivery Attempt notifications: Providing details on why a delivery failed, enabling the client to take corrective action.
What made the launch of these features unique was the turnaround time from client problem to solution. This rapid response ensured our client could maintain high service levels during a period of high customer expectations and high volume.
Because of the success of this sale and this client-focused pilot, these features were subsequently made available to all our clients.
Upcoming Innovations
We are constantly looking for ways to improve Veho’s superior technology– always with our customer top-of-mind. Here are a few exciting developments on the horizon:
- Client Portal: This dashboard provides comprehensive visibility into package status and delivery details. The portal will allow clients to access and analyze this information in real-time, and will streamline logistics operations and improve decision-making by providing easy access to crucial shipment data.
- Driver Marketplace: Our new and improved driver marketplace improves route flexibility, enabling new package options like dry ice shipments, greater route efficiency, and adaptability against supply chain setbacks. It enables shipping from new locations, enabling rapid expansion and adaptation to diverse delivery scenario. This flexibility lets us build for future client needs.
- Expanded consumer communication: We are improving consumer communication by expanding web, mobile, and SMS tracking capabilities. This ensures all customers receive important delivery updates and have access to detailed tracking features, regardless of how they track their deliveries.
Conclusion
Veho's approach to product development is all about being nimble, client-focused, and driven by partnership. We listen to our clients, act quickly on their feedback, and continuously innovate to meet their evolving needs. For shippers, this means a reliable, responsive partner that is dedicated to helping them succeed in a competitive market.
