When productive websites and applications kept showing as Neutral, RG Group spoke up. Its feedback shaped how Mera Work handles categorisation, and the relationship continued into renewal across two RG Group entities.
RG Group is a Delhi based real estate developer with residential and commercial projects across Delhi NCR, including Noida and Greater Noida. Its portfolio includes developments such as RG Residency and RG Luxury Homes.
The team was using Mera Work to understand workforce activity and to prepare productivity reports for management. But something was not working as expected.
The challenge
Applications and websites the team considered productive could still appear as Neutral. At the same time, a growing list of URLs and applications made categorisation harder and harder to manage.
RG Group could have worked around the problem quietly. Instead, it spoke up. Productivity data is only meaningful when the context behind it is accurate, and because the information fed management reporting, RG Group needed more confidence that the categories reflected its working environment.
Make categorisation easier to manage and more meaningful for reporting.
The feedback
The concern was not resolved in a single conversation. RG Group kept sharing examples and explaining where the experience fell short, and the Mera Work team kept reviewing the feedback. The discussions highlighted several practical challenges:
A dedicated walkthrough brought both teams together to review the categorisation experience and discuss what still needed attention. By then the conversation had moved beyond a single support issue, to making the product more useful for the way customers interpret workforce data.
Mera Work kept working on the categorisation experience while staying closely engaged with RG Group. The customer was given additional time on the platform while changes were developed and reviewed, and updates were subsequently released.
RG Group works with its own reports.
Gaps in categorisation show up.
Examples go to the Mera Work team.
The categorisation experience is reworked.
Both teams look at the result together.
The honest part
This was not a friction free customer story, and that is what makes it worth telling. RG Group was clear about what was not working and what it expected from the product. Mera Work had to listen, investigate and improve. RG Group, in turn, stayed involved, reviewing the changes and sharing feedback.
There were difficult conversations along the way, but both teams kept having them. That willingness to stay engaged became the foundation of the relationship.
The customer raised a genuine problem. The team listened. The product changed. Both sides reviewed the experience. And the relationship continued.
What we learned
The most useful feedback rarely arrives as a perfectly written feature request. It comes from customers trying to solve real problems. RG Group showed Mera Work where the categorisation experience was not working well enough for its reporting needs. The team brought examples, asked difficult questions and stayed involved while the product evolved.
Sometimes customer success means helping customers get more from the product they already use. Sometimes it means recognising that the product itself needs to become better. The RG Group story is about doing both.
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