Based on looking at the website, TheyDo.com appears to be a robust B2B SaaS platform focused on “journey management” for businesses.
It’s designed to help large organizations streamline decision-making, align teams, and uncover business opportunities by providing a centralized, contextual view of customer and business data.
Think of it as a sophisticated operating system for understanding and optimizing customer experiences, aiming to connect structured and unstructured data, break down internal silos, and accelerate the path from insight to actionable value. This isn’t just about mapping out customer steps.
It’s about integrating various data points, applying AI for deeper analysis, and ultimately driving significant operational efficiencies and business impact.
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Unpacking TheyDo.com: What Exactly Does It Do?
TheyDo.com positions itself as a comprehensive solution for “journey management.” But what does that really entail in a practical sense? At its core, TheyDo aims to bridge the gap between disparate data sources and cross-functional teams within an organization. It’s not just another data visualization tool.
It’s designed to create a shared understanding of the customer experience, from high-level journeys down to the smallest touchpoints.
The Problem TheyDo Solves: Organizational Silos and Slow Decisions
In larger enterprises, information often resides in isolated departments, leading to a fragmented view of the customer.
This lack of a unified perspective can slow down decision-making, create inefficiencies, and hinder the ability to identify critical opportunities.
TheyDo addresses this head-on by attempting to “break down silos,” connecting various teams and consolidating customer data from across the enterprise ecosystem into a “single contextual view.” This means less time chasing information and more time focusing on impactful actions. Shadowlens.com Reviews
Core Features and Differentiators
TheyDo highlights several key differentiators that set it apart. These include:
- Customer-centricity, standardized: The platform provides a unified journey framework to establish a shared understanding of the customer experience, from a “bird’s eye view down to the smallest of steps.” This standardization ensures everyone is speaking the same language when discussing customer interactions.
- Free, unlimited users: A significant value proposition is the ability to have “unlimited users” with individual and role-based access. This removes the barrier of per-seat licensing, encouraging broader adoption across the organization and making it easier to drive change through journeys collaboratively.
- Custom taxonomy: TheyDo allows for a “custom taxonomy,” which helps standardize workflows and speed up adoption. This flexibility means organizations can tailor the platform to their specific terminology and operational processes, rather than conforming to a rigid predefined structure.
- Secure and trusted: For enterprise-level clients, security is paramount. TheyDo emphasizes its “SOC-2 Type 1 certification as well as ISO 27001 certification,” indicating a strong commitment to data security and compliance. They also provide full documentation on SLAs, uptime, policies, and processes in their Trust Center.
Journey AI: The Intelligence Layer
One of the most compelling aspects of TheyDo.com is the integration of “Journey AI.” This isn’t just a buzzword.
It appears to be a central pillar of their value proposition, designed to move beyond simple data aggregation to actual insight generation.
Mining Unstructured Data for Insights
Large organizations are awash in unstructured data – think customer service call transcripts, survey responses, social media comments, and user interview notes.
Manually sifting through this volume of information for patterns and opportunities is a Herculean task. Tailbox.com Reviews
Journey AI aims to automate this, deploying AI on “unstructured data” to “mine journeys and rank insights.” This capability promises to reveal hidden pains, gains, and opportunities that might otherwise go unnoticed.
From Metric to Insight: Connecting the Dots
TheyDo’s Journey AI also focuses on connecting “the numbers and emotions from your structured and unstructured data.” This means it can help users “drill down from metric to insight,” allowing them to “zoom in and out across your journeys to reveal the source insights behind each metric.” Imagine seeing a dip in a key performance indicator and being able to instantly trace it back to specific customer verbatim or qualitative feedback, rather than just seeing a number.
This capability is crucial for truly understanding the ‘why’ behind the ‘what.’
Impact and Value Proposition: Quantifiable Gains
TheyDo.com doesn’t just promise better insights.
It backs up its claims with statistics on potential impact and value. Influensly.com Reviews
For businesses, the bottom line is key, and TheyDo attempts to demonstrate how its platform can translate into tangible benefits.
Efficiency and Productivity Gains
The website cites several impressive metrics related to efficiency and productivity:
- 4,000+ Hours saved: This is an average annual saving for journey mapping. For organizations spending significant time on manual journey mapping, this represents a substantial operational efficiency.
- 36% Efficiency increase: TheyDo attributes this productivity gain to “automation and standardization.” By streamlining processes and providing a unified framework, teams can work more efficiently.
- 40% Productivity gains: A testimonial from Stefan Wörnle, Senior Manager Global Customer Experience MMS, specifically mentions TheyDo saving teams “up to 40% of their working time” when managing a large number of journeys.
Accelerated Time to Value and Decision-Making
Beyond just saving time, TheyDo emphasizes accelerating the pace of business:
- 5x Time to value: The platform claims to “speed up time to value when data flows across teams.” This suggests that by making data more accessible and contextualized, organizations can more quickly realize the benefits of their initiatives.
Real-World Case Studies and ROI
TheyDo.com offers compelling examples of how its platform has delivered real-world results:
- Saving €1.3M a year with one journey: A retail bank reportedly used TheyDo to prioritize opportunities and reduce call center calls by 7,000 monthly, leading to substantial savings. This level of impact, tied to a clear financial benefit, is highly attractive to potential enterprise clients.
- 18x ROI: This impressive return on investment figure is a strong indicator of the platform’s potential to deliver significant value beyond its cost.
- 48K Happy customers: While this metric is broader, it suggests that the improvements driven by TheyDo translate into better customer experiences, which is ultimately the goal of journey management.
Who Benefits from TheyDo.com?
While TheyDo.com is designed for large organizations, it’s particularly beneficial for specific roles and departments within those structures. Ambivo.com Reviews
The platform’s emphasis on aligning teams and driving customer-centricity makes it relevant across various functions.
Customer Experience CX Professionals
This is an obvious fit.
CX professionals are constantly striving to understand and optimize the customer journey.
TheyDo provides the tools to map, analyze, and improve these journeys, offering a centralized hub for CX insights and initiatives.
From identifying pain points to measuring the impact of improvements, the platform supports the entire CX lifecycle. Kasheesh.com Reviews
Product Managers and Development Teams
Product managers often struggle with understanding the true impact of features and identifying unmet user needs.
TheyDo’s ability to “instantly visualize user interviews” and “extract the pains and gains” can be a must.
As Arnas Levickas, Senior Product Manager at Vinted, notes, this speeds up the process of gleaning actionable insights from qualitative data, directly informing product roadmaps.
Marketing and Sales Teams
While not explicitly called out, the insights generated by TheyDo can significantly benefit marketing and sales.
Understanding customer journeys allows for more targeted messaging, improved lead nurturing, and a better understanding of conversion bottlenecks. Maxofjob.com Reviews
The ability to connect “numbers and emotions” can help these teams craft more resonant campaigns and optimize their funnels.
Operations and Strategy Leaders
For strategic leaders, TheyDo offers a “vertical view of how those touchpoints impact other applications, channels, departments and teams.” This holistic perspective, as described by Jelmar van Voorst, Manager Customer Journey at Jumbo, is crucial for identifying systemic issues and ensuring that changes in one area don’t negatively impact others.
This allows for more informed strategic planning and operational efficiencies across the entire business.
The TheyDo Platform: A Deep Dive into Functionality
Beyond the high-level benefits, it’s worth exploring the specific functionalities and structural elements TheyDo offers, which are instrumental in delivering its promised value.
The platform seems designed to be a central repository and operational tool for journey-centric work. Algolizen.com Reviews
Journey Mapping and Visualization
At its core, TheyDo facilitates detailed journey mapping. This isn’t just about drawing lines. it’s about associating rich data with each step. Users can expect to:
- Create comprehensive journey maps: Detailing customer actions, thoughts, feelings, and touchpoints across various stages.
- Visualize user interviews: With Journey AI, qualitative data from interviews can be instantly organized and analyzed, surfacing key themes and insights. This moves beyond manual transcription and analysis, offering a more efficient way to derive value from customer conversations.
- Connect data to journey steps: Integrate structured data like analytics or CRM data with unstructured data like survey responses or support tickets directly within the journey map. This provides a holistic view, linking quantitative performance with qualitative experiences.
Opportunity Management and Prioritization
TheyDo emphasizes moving from insights to action.
This means having mechanisms to identify, prioritize, and track opportunities for improvement.
- Uncover business opportunities: The platform is designed to help users “never miss out on another opportunity hiding in plain sight in your customer data.” This suggests features for identifying patterns, gaps, or unmet needs.
- Prioritization framework: Given that the platform helps accelerate “time to decision,” it likely includes tools or frameworks for prioritizing which opportunities to pursue based on potential impact and effort. The retail bank case study, for instance, highlights how TheyDo helped prioritize opportunities.
- Manage opportunities across teams: Ensuring that identified opportunities are assigned, tracked, and collaborated on across various departments to drive change.
Collaboration and Governance
For an enterprise-level tool, collaboration and governance are non-negotiable.
TheyDo seems to have built these in from the ground up. Laztwordz.com Reviews
- Unlimited users with role-based access: As mentioned, unlimited users encourages widespread adoption. Role-based access ensures that individuals only see and interact with the data and functionalities relevant to their role, maintaining data integrity and security.
- Standardized way of working: The custom taxonomy and unified journey framework promote a consistent approach to journey management across the organization. This reduces inconsistencies and fosters a shared understanding.
- Centralized knowledge base: By bringing all customer data and journey insights into one place, TheyDo acts as a central hub for organizational knowledge regarding the customer experience, accessible by all relevant stakeholders.
Implementing TheyDo: Considerations for Adoption
While TheyDo.com presents a compelling solution, successful implementation in a large organization requires careful planning and consideration. This isn’t a plug-and-play tool.
It’s a strategic platform that integrates deeply with business processes.
Data Integration Challenges
TheyDo’s strength lies in its ability to consolidate data from various sources.
However, this often presents the biggest hurdle for new users. Organizations should evaluate:
- Existing data infrastructure: How easily can TheyDo connect with current CRM systems, analytics platforms, customer service tools, and other data repositories?
- Data cleanliness and consistency: The adage “garbage in, garbage out” applies. The quality and consistency of existing data will significantly impact the value derived from TheyDo.
- API capabilities and connectors: TheyDo would ideally offer robust APIs or pre-built connectors for common enterprise tools to simplify the integration process.
Change Management and Training
Introducing a new platform, especially one that aims to change “one way of working across the organization,” requires robust change management. Engagelab.com Reviews
- User buy-in: Securing buy-in from various departments and individual users is critical for successful adoption. Demonstrating the tangible benefits to their daily work will be key.
- Training programs: Comprehensive training programs will be necessary to ensure users understand how to effectively use the platform, interpret data, and contribute to journey management initiatives.
- Internal champions: Identifying and empowering internal champions who can advocate for the platform and support their peers will accelerate adoption.
Defining Success Metrics
Before implementing TheyDo, organizations should clearly define what success looks like.
This goes beyond the general benefits touted on the website and delves into specific, measurable goals for their unique context.
- Baseline measurements: Establish current metrics for journey mapping time, decision-making speed, and customer satisfaction before implementation.
- Target KPIs: Set clear Key Performance Indicators KPIs that TheyDo is expected to influence, such as reduced call center volume, increased customer retention, or faster product development cycles.
- Regular reviews: Schedule regular reviews to assess progress against these KPIs and adjust strategies as needed.
The Future of Journey Management: AI and Beyond
TheyDo.com’s strong emphasis on Journey AI signals a clear direction for the future of customer experience management.
The ability to automatically derive insights from vast datasets is a must, moving organizations from reactive problem-solving to proactive opportunity identification.
Predictive Analytics and Proactive Interventions
As AI capabilities evolve, it’s conceivable that platforms like TheyDo will move beyond just identifying current pain points to predicting future ones. Pagegrid.com Reviews
Imagine AI flagging potential customer churn risks based on journey patterns, allowing for proactive interventions before a customer decides to leave.
This predictive capability could revolutionize customer retention strategies.
Hyper-Personalization at Scale
Understanding individual customer journeys in detail, augmented by AI, could enable hyper-personalization of experiences at scale.
Instead of segmenting customers into broad groups, businesses could tailor interactions, offers, and support based on a granular understanding of each customer’s unique journey and needs, leading to significantly improved satisfaction and loyalty.
Continuous Journey Optimization
The goal isn’t just to map journeys once but to continuously optimize them. Fugoya.com Reviews
Platforms like TheyDo, with their integrated data and AI, could facilitate a continuous feedback loop where insights lead to changes, changes are monitored for impact, and new insights inform further refinements.
TheyDo vs. The Status Quo: Why Organizations Might Switch
Many organizations currently manage customer journeys using a combination of manual processes, disparate tools, and individual departmental efforts.
TheyDo.com offers a compelling alternative to this status quo, promising significant advantages.
Replacing Manual Effort and Spreadsheets
Without a dedicated journey management platform, organizations often rely on spreadsheets, whiteboards, and presentation software for journey mapping.
This is time-consuming, prone to errors, and difficult to keep updated. Emailwish.com Reviews
TheyDo’s claim of “4,000+ Hours saved” annually on journey mapping suggests it drastically reduces this manual overhead, freeing up valuable human capital for more strategic tasks.
Consolidating Disparate Tools
Large enterprises often have a multitude of tools for different functions: CRM for customer data, analytics platforms for website behavior, survey tools for feedback, and project management software for initiatives.
TheyDo aims to consolidate the journey-related aspects of these tools into one cohesive environment, reducing tool sprawl and ensuring a single source of truth for customer experience insights.
Overcoming Data Fragmentation
As discussed, one of the biggest challenges is data fragmentation.
Data sitting in different systems makes it nearly impossible to get a holistic view of the customer journey. Plugbear.com Reviews
TheyDo’s promise to “collect customer data from across your enterprise ecosystem in a single contextual view” directly addresses this, allowing for a truly end-to-end understanding.
Accelerating Actionable Insights
Traditional methods often involve significant delays between collecting data, analyzing it, deriving insights, and taking action.
TheyDo’s “90% shorter time to decision” metric is a powerful testament to its ability to accelerate this cycle.
By making insights readily available and linking them to actionable opportunities, the platform empowers organizations to respond more quickly to customer needs and market shifts.
Final Verdict on TheyDo.com Reviews
Based on checking the website, TheyDo.com positions itself as a critical enterprise solution for journey management, offering a sophisticated platform that aims to centralize customer data, align teams, and accelerate decision-making through the power of AI. Supatale.com Reviews
The presented case studies and efficiency metrics are compelling, suggesting real-world impact in terms of time saved, productivity gains, and significant ROI.
For large organizations struggling with data silos, slow decision-making, and fragmented views of the customer experience, TheyDo appears to offer a robust, secure, and intelligent solution.
The emphasis on unlimited users, custom taxonomy, and robust security certifications like SOC-2 Type 1 and ISO 27001 underscores its suitability for enterprise-level deployments.
While successful adoption will undoubtedly require careful planning around data integration and change management, the potential benefits in achieving true customer-centricity and operational efficiency are substantial. It’s not just a tool.
It’s a strategic enabler for organizations looking to transform how they understand and interact with their customers. Enqo.com Reviews
Frequently Asked Questions
What is TheyDo.com?
TheyDo.com is a B2B SaaS platform specializing in journey management for businesses.
It provides a centralized system to map customer journeys, integrate structured and unstructured data, align internal teams, and identify business opportunities to improve customer experience and operational efficiency.
Who is TheyDo.com designed for?
TheyDo.com is designed for large organizations and enterprises across various industries.
It caters to roles such as Customer Experience CX professionals, Product Managers, Strategy Leaders, and Operations teams who need a unified view of customer interactions and data.
How does TheyDo.com help break down organizational silos?
TheyDo.com helps break down silos by connecting different teams and consolidating customer data from across an enterprise’s ecosystem into a single, contextual view.
This shared understanding helps align departments and improve cross-functional collaboration.
What is “Journey AI” on TheyDo.com?
Journey AI is an integrated artificial intelligence feature on TheyDo.com that processes unstructured data like user interviews or feedback to mine insights and rank opportunities.
It helps users quickly extract pains and gains from qualitative data and connect quantitative metrics to underlying emotional insights.
Is TheyDo.com secure?
Yes, TheyDo.com emphasizes its security measures.
The platform holds SOC-2 Type 1 certification and ISO 27001 certification, indicating a commitment to data security and compliance standards.
They also provide detailed documentation on their Trust Center.
Can multiple users access TheyDo.com?
Yes, TheyDo.com offers “free, unlimited users” with individual and role-based access.
This allows entire teams and departments within an organization to collaborate on journey management initiatives without per-seat licensing constraints.
What kind of data can TheyDo.com integrate?
TheyDo.com can integrate both structured and unstructured data.
This includes data from CRM systems, analytics platforms, customer service tools, survey responses, user interviews, and more, providing a holistic view of the customer experience.
How does TheyDo.com improve efficiency?
TheyDo.com improves efficiency by automating aspects of journey mapping, standardizing workflows with custom taxonomies, and centralizing data.
This leads to reported savings of thousands of hours annually and significant productivity gains.
Does TheyDo.com offer a free trial?
Yes, the TheyDo.com website mentions a “30 day trial” option for potential users to explore the platform’s features and capabilities.
What kind of ROI can be expected from using TheyDo.com?
Based on case studies presented on the website, TheyDo.com users have reported significant ROI, including up to 18x ROI, saving €1.3M annually for one journey, and a 90% reduction in time from insight to decision.
How does TheyDo.com help with decision-making?
TheyDo.com accelerates decision-making by providing actionable intelligence across business operations.
It shortens the time from insight to decision by consolidating data, highlighting opportunities, and enabling cross-departmental prioritization.
Can TheyDo.com be customized for specific organizational needs?
Yes, TheyDo.com offers a “custom taxonomy” feature.
This allows organizations to standardize their way of working and tailor the platform to their specific terminology and processes, speeding up adoption and impact.
What is the primary benefit of a “single contextual view” in TheyDo.com?
The primary benefit of a “single contextual view” is that it aligns different teams by providing a unified understanding of the customer experience.
It helps uncover opportunities that might be missed when data is fragmented across various systems and departments.
How does Journey AI help with user interviews?
Journey AI can instantly visualize user interviews, allowing users to immediately extract and organize pains and gains.
This significantly speeds up the analysis of qualitative data from customer conversations.
Does TheyDo.com offer support or documentation?
Yes, TheyDo.com’s commitment to security and enterprise readiness suggests robust support.
The website mentions “Full documentation and information about our SLAs, uptime, policies, and processes can be found in our Trust center,” implying comprehensive resources are available.
What industries can benefit from TheyDo.com?
While not explicitly limited, the case studies on TheyDo.com e.g., a retail bank, Polestar suggest it’s highly beneficial for industries with complex customer journeys and large organizational structures, including financial services, retail, automotive, and other enterprise sectors.
How does TheyDo.com measure “time to value”?
TheyDo.com states it helps “speed up time to value when data flows across teams” by 5x.
This refers to the accelerated pace at which organizations can realize the benefits of their customer experience initiatives due to improved data flow and insights.
What is a “journey framework” in TheyDo.com?
A journey framework in TheyDo.com is a standardized structure for understanding the entire customer experience.
It allows organizations to unify their data and establish a shared understanding from a high-level overview down to individual steps.
Can TheyDo.com help reduce call center volume?
Yes, one of the showcased case studies highlights a retail bank using TheyDo to prioritize opportunities that led to a reduction of 7,000 monthly call center calls, demonstrating its potential to impact operational costs.
How does TheyDo.com ensure customer-centricity?
TheyDo.com ensures customer-centricity by unifying data in a journey framework, establishing a shared understanding across the customer experience, and enabling teams to drill down from metrics to the underlying customer insights and emotions.
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