Zuper Listens six roofing leaders on what it’s like to be heard

What Zuper Listens is

Zuper Listens is the voice-of-the-customer segment of Zuper’s Roofing Roadmap webinar — an open floor where roofing operators, not Zuper staff, talk about what the partnership is actually like. No script and no interview questions in the edit: six customers and implementation partners, unprompted, describing implementation, support, and what happens after they ask for something.

WHO’S IN IT

Cooper Knutson	I.T. Administrator, Russell Quality Roofing
Lindsey Ryz	Director of Operations, High Impact
Kevin Beaver	Director of Sales & Business Development, Equity Roofing
Brantley Pace	Forgeworks — RevOps agency and Zuper implementation partner
Josiah Thilmony	Division Leader of Growth, Allen Bontrager
Brian Czerniak	COO, August Roofing & Solar

CHAPTER 1

They showed up

Implementation was not a handoff. Every one of these teams describes the same pattern: the people who sold them the software were still in the room while they were figuring out how to use it, and stayed there until the configuration matched the way the business actually runs.

“From the very beginning the team and staff have been very supportive and attentive to the feedback that we had.”

Kevin Beaver   /   Director of Sales & BD, Equity Roofing

CHAPTER 2

Feedback ships

The distinction the reel keeps returning to is between being heard and being shipped to. These teams measure the gap between asking for something and using it in hours and days, not quarters — and the partner who works across a portfolio of tools says the cadence is unusual.

“We’re a RevOps agency and Zuper implementation partner, and we’ve had close to 3,000 hours supporting Zuper customers.”

Brantley Pace   /   Forgeworks

CHAPTER 3

No request is too small

The centrepiece of the reel runs thirty seconds uncut. Brian Czerniak’s sales team wanted checkmark and X-box stickers, so they could mark off the areas they were not working on — the way they used to do it on paper. What makes the story land is his hesitation before he asked. He posted it to the community anyway. It was turned around within a day, and Zuper followed up afterwards to ask whether the change was right.

“Is that too small to bring up? Am I going to have to put in a ticket and wait weeks?”

Brian Czerniak   /   COO, August Roofing & Solar

CHAPTER 4

They built what we asked for

The roadmap runs both directions, including the unglamorous half: when a release slipped, the customers heard it from Zuper first rather than from a missed date. And the compounding effect is what they notice looking back over a year.

“When there were delays with any of the new features coming out, they actually brought that up and told us ahead of time.”

Lindsey Ryiz   /   Director of Operations, High Impact

CHAPTER 5

A partner, not a vendor

What being listened to actually buys is internal: a team that believes the software will keep moving toward them adopts it. That is the note the film closes on.

“I love the team, and I’m looking forward to the future that we have together.”

Josiah Thilmony   /   Division Leader of Growth, Allen Bontrager