The Pull
Andros was trying to turn customer and sales conversations into product research.
Their current setup blocked them because Chorus was the sales team’s tool, not a product research system, and healthcare context required care around PHI and PII.
BuildBetter unblocked them by connecting sales-call intelligence to product workflows: ingestion, signal extraction, source-backed answers, documents, and PHI-aware analysis.
The Catalyst
“Chorus is our sales team's tool, and it isn't exactly tailored to kind of product research and discovery. And so one of the reasons why we're actually interested in BuildBetter is it looks like you guys have an integration with Chorus.”
— Zach Drouin, Andros
Before BuildBetter
Andros had customer signal across:
- Chorus sales calls,
- Salesforce CRM context,
- Zendesk tickets,
- Jira internal task context,
- spreadsheets,
- document-style feedback,
- Google Meet / Zoom-style calls.
The feedback existed, but product had no clean research layer.
The Blocker
Zach described the rest of the feedback workflow as scattered:
“We use Salesforce as sort of the generic CRM capture stuff. We use Zendesk as a ticketing system. We use Jira for internal task management. It's a lot of spreadsheets.”
— Zach Drouin, Andros
And:
“It's a lot of spreadsheets. We get a lot of kind of document-style feedback that isn't necessarily structured in a system.”
— Zach Drouin, Andros
Healthcare data made the problem harder:
“We are very mindful of staying away, especially from PHI data, to the extent we can. But sometimes it’s tricky, especially when we wanna see examples of stuff that our clients are using.”
— Zach Drouin, Andros
“I actually wanna boot the Chorus notetaker if we can.”
— Zach Drouin, Andros
The BuildBetter Workflow
Chorus sales call or unstructured feedback
↓
BuildBetter ingestion
↓
PHI / PII-aware signal extraction
↓
Source-backed answer or document
↓
Product, design, SOW, PRD, or research output
What Changed
Andros saw a path from scattered feedback and Chorus-bound sales calls toward a structured product-research workflow.
The clearest potential changes:
- sales calls can become product research input,
- Salesforce, Zendesk, Jira, and spreadsheet feedback can be consolidated,
- AI answers can link back to source context,
- templates can turn calls into SOWs or product documents,
- PHI / PII-aware processing can make regulated customer conversations safer to analyze,
- product and design can evaluate the same customer signal together.
“Oh, that's actually great.”
— Zach Drouin, Andros, reacting to automatic PHI scrubbing
“That's awesome. This is gonna be one of my questions.”
— Zach Drouin, Andros, reacting to source-backed AI
