CASE STUDY
Tecnoszubia
From Client Crisis to Feature in Days
Tecnoszubia, one of our best clients at Vidiv, was heading towards churn. The agent worked well technically but, every time they needed to adjust prices or change a use case in their knowledge base, they had to open a ticket, wait for the partner to escalate it to us, and wait days for a change they knew better than anyone.
Summary
Context: Vidiv enterprise client on the edge of churn
Duration: 3-day fast sprint
My role: Product Manager – custom solution design and development
Result: Client saved + scalable feature
The Problem
Tecnoszubia had a complex knowledge base: multiple price variables, dozens of different use cases, categories with synonyms the agent misinterpreted. There was no CRM to pull content from and parsing their website was ruled out due to process complexity. Updates, constant, depended on them in the first instance.
The vicious cycle:
Frustrated client because agent miscommunicates a price or gives incorrect information → contacts partner → partner escalates to us → we make manual changes → validation (3-5 days)
The Difficult Decision
We had never let clients directly edit their agents’ knowledge base. The risks were obvious: a bad configuration could completely break the agent. But the risk of losing a high-value client and industry reference was greater.
I trusted this client. They were satisfied with everything except operational friction. We had to show them we could solve the problem.
The Solution
I designed and developed a web application connected to the agent via webhook. Each time a conversation started, the agent consulted the knowledge base updated by the client in real time.
Features:
- Minimalist interface, focusing on usability
- Included tools for partners (import/export in JSON format)
- Connection via endpoint to agent’s pre-webhook
- Instant agent update (no deploys)
Before vs After
What previously required the client to open a ticket to the partner, escalate it to us, make manual changes, deploy and validate (3-5 days), was now done by the client editing directly in the application (2 minutes).
Results
Immediate impact:
- Client saved from churn
- Support tickets: continuous to practically zero
- Tense relationship becomes excellent
- Partner freed to provide greater value to other clients
Unexpected technical learning:
During the first weeks when the client was getting used to using the application, I made sure to do completely personalized follow-up. Communication was fluid and, together, we detected and learned the origin of many of the errors the agent returned. Some obvious, like poor hierarchy in the knowledge base, and others really interesting for understanding LLM behavior. For example, hallucinations produced by categories whose names were synonyms (maestro/profesor) but were critical for the client. This feedback improved the core product and our know-how beyond this client.
Scaling:
Application tested with second client → currently being consolidated as standard platform feature.
Por qué esto importa
Why This Matters
Competitors:
Offer editable knowledge bases that require understanding technical architecture.
Us:
Interface adapted to the client, focusing on usability and ease of use.
The Revelation
The revelation was counterintuitive: giving more control to the client doesn’t increase risk, it increases adherence. Clients who can solve their own problems without waiting, stay.
Clients who solve their problems without waiting, stay.
Key Learnings
Fast Feature Validation
Sometimes the best way to validate a high-impact feature isn’t an A/B test with hundreds of users, nor a 3-month roadmap, nor exhaustive requirements analysis. It’s building a custom solution for your best client in 72 hours and seeing if it works. If it works, you scale it. If not, you learned fast and cheap.
Crisis as Opportunity
Client crises reveal:
- Systemic product problems
- Opportunities to validate risky features
- Ways to strengthen relationships through quick action
Autonomy Generates Adherence
Giving clients tools to solve their problems without depending on you:
- Reduces support tickets
- Improves satisfaction
- Increases retention
- Frees the team for higher-value work
Takeaways
This solution started as «emergency rescue.» It’s being consolidated as a platform feature.
The biggest learning: Sometimes building fast for a specific client teaches more about your product than weeks of planning. Execution under pressure reveals what really matters.
Current status: Operational in 2 enterprise clients | Core product consolidation in progress
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Email me if you want to chat about this case or are looking for a product manager for your team.
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