Atlassian champions the customer at a global scale with Dovetail
Atlassian, serving over 300,000 organizations, prioritizes customer obsession in all its products, empowering all employees to engage closely with customers. At the beginning of their journey, Atlassian relied on their research teams and Dovetail to scale customer intelligence effectively. Dovetail centralizes insights, connects global teams, and supports better decision-making. We spoke with five Atlassian professionals about their innovative approaches and how the Dovetail platform enhances their continuous understanding of the customer.
1,000s
hours of customer interviews
100+
researchers connected
1,000s
customer insights shared
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Atlassian’s world-class teams set the standard for continuous customer intelligence
Atlassian, serving over 300,000 organizations, prioritizes customer obsession in all its products, empowering all employees to engage closely with customers. At the beginning of their journey, Atlassian relied on their research teams and Dovetail to scale customer intelligence effectively. Dovetail centralizes insights, connects global teams, and supports better decision-making. We spoke with five Atlassian professionals about their innovative approaches and how the Dovetail platform enhances their continuous understanding of the customer.
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Global teams championing continuous customer intelligence
For Atlassian's globally distributed teams, achieving customer obsession can be challenging, but their teams seamlessly manage this by regularly engaging with customers worldwide. They use the Dovetail platform to assemble, organize, and analyze both qualitative and quantitative data, uncovering insights that inform product decisions. Dovetail supports various analysis frameworks and offers flexibility, allowing teams to share key takeaways efficiently and access relevant information instantly. This streamlines Atlassian's collaborative approach to customer data, ensuring that all team members, regardless of location or schedule, can stay informed and contribute to understanding their customers better.
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One platform for Atlassian teams to centralize and make sense of their data
Atlassian practices a “team anywhere” approach, meaning their 12,000+ employees are empowered to work wherever they do their best work. Since their teams are scattered around the globe, staying connected to their team is essential.
A single platform to house unstructured data and customer insights is the ideal solution for distributed teams like those at Atlassian. Regardless of which product or project an Atlassian team member is working on, they can jump into Dovetail to catch up on previous understanding, visualize key themes, and draw connections across different data points. Rather than jumping around a patchwork of tools to find customer data, the team at Atlassian knows that their single system of record exists in Dovetail, whether it be customer feedback from five years ago, five months ago, or five minutes ago.
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Making better product decisions through system-wide customer intelligence
At Atlassian, all employees are encouraged to participate in Exposure Hours, where they dive into raw customer intelligence within Dovetail to build a deeper understanding of their users. This initiative serves as both a valuable onboarding tool for new professionals and a way for all team members, including engineers, designers, and product managers, to access comprehensive customer intelligence and context behind recommendations. By making customer intelligence widely accessible and integrating it into the decision-making process, Atlassian ensures that customer insights drive innovation and adds value across the organization, reflecting their commitment to continuous customer intelligence and customer engagement.
