Uptick empowered users and reduced operational costs with Joyfill

The Challenge

The key challenges were the limitations of their homegrown form solutions and the need for more flexibility and customization to serve the US market, while the main motivations were finding a modern, well-built solution that integrated seamlessly with their brand and product.

The company had built three separate form solutions over the past 10 years, but they still weren't where they needed to be in terms of functionality and capabilities. They had invested a lot in building their own solutions, but realized the cost of building way out weighed the cost to buy a embeddable form solution.

The flexibility of data capture in the US market was a major driver. There was too much variation in customer requirements, and the US market was too large for the company to support with a professional services team handling all the custom form requests.

Uptick wanted a solution that would look and feel like their own product, with a good user experience. They were looking for a technology-first solution built on a modern stack like React JS.

The ability to easily build and customize forms was a key feature that appealed to Uptick, as it would allow them to offload that work to customers rather than relying on their professional services team and development team to manage these requests was neither scalable nor cost-effective.

The Solution

Uptick sought a form builder solution that would integrate seamlessly with their existing product, ensuring the design and user experience felt native and aligned with their branding. They wanted a solution that wouldn’t appear as a third-party tool, with design elements that matched their product’s look and feel. Being a technology-first company, they prioritized a robust technical foundation built on a modern tech stack (React, Swift, Kotlin, etc.,) including native components for iOS and Android, to ensure high performance and compatibility with their technology ecosystem.

"Joyfill’s modern stack and native components align perfectly with our product’s look and feel. It’s a solution that feels like ours, not a third-party tool."

Aidan Lister
CEO at Uptick

The most appealing feature of the product for Uptick was its robust form-building capabilities, which addressed a critical gap in their existing offerings. Aidan (CEO at Uptick), highlighted this functionality as the "last part of the stack" they hadn’t successfully developed in-house, despite creating multiple form solutions over the years. The ability to allow customers to easily upload and customize forms without relying on a professional services team was particularly valuable. This self-service capability made Joyfill a logical choice, as it enabled greater flexibility and efficiency for both the company and its customers.

The Process

Uptick implemented Joyfill quickly, achieving an MVP within 24 hours and completing full integration in six weeks. The ease of integration was facilitated by the openness of the solution, which avoided heavy DRM restrictions and allowed flexibility in using either the Joyfill’s backend or their own.

“We implemented Joyfill’s solution in record time—an MVP in 24 hours and full integration in six weeks. The seamless process and responsive support made all the difference.”

Aidan Lister
CEO at Uptick

The implementation process was further supported by a collaborative approach to customer support. Uptick team had access to a shared Slack channel, enabling direct and democratized communication across multiple time zones. This eliminated bottlenecks in obtaining support and streamlined troubleshooting.

Additionally, the Joyfill’s development team played a critical role in the success of the integration. Aidan highlighted their responsiveness in addressing any issues that arose, ensuring that the process remained smooth and aligned with his company's goals. These combined factors—the rapid timeline, open architecture, accessible support, and responsive development team—were instrumental in the seamless introduction of the solution.

The Results

Since implementing the solution, Uptick has significantly streamlined its operations and improved customer experience. The workload on the professional services team has been reduced, allowing team members to be reassigned, as the need for custom form building has diminished. Customers now actively use the solution, creating 230 templates, 700 forms, and generating 11,000 form events monthly, significantly reducing the need for staff involvement. These changes have not only decreased reliance on internal resources but have also enabled greater self-service and flexibility for customers. Overall, the solution has effectively eliminated a major operational pain point and enhanced the efficiency of form-building processes.

These metrics highlight Joyfill’s success in enabling self-service and transferring form-building responsibilities to customers. Uptick anticipates further growth in usage within the US market as customers increasingly adopt and utilize the solution's capabilities.

About The Company

Uptick is dedicated to enhancing safety and compliance across buildings globally through its innovative cloud-based software. Focused on the fire protection industry, Uptick provides cutting-edge solutions for maintaining life, health, and safety assets in buildings. Since its inception in 2014, the company has grown to over 80 employees worldwide and supports clients across various regions. By offering intelligent, digitized job management tools, Uptick helps businesses streamline maintenance and compliance processes, ultimately ensuring safer buildings and improved operational efficiency for their customers.