Agendrix, an employee management platform based in Sherbrooke, Quebec, improved their product update communication by switching from manual Intercom outbound messages to AnnounceKit’s in-app announcement widget. The result: customers no longer ask where to find update notes, and the Customer Success team spends significantly less time on every release cycle.
Mark Borham, Customer Success Manager at Agendrix, has been working there for 4 years and is the main contact with their clients about new product updates. We had an opportunity to learn how they found a way to save time for communicating their product releases with AnnounceKit.
| Company | Agendrix |
| Website | www.agendrix.com |
| Headquarters | Sherbrooke, Quebec |
| Industry | Information Technology & Services |
Agendrix is an employee management platform with a mission to make management about people first. They help businesses manage scheduling, communications, timesheets, and payroll — covering industries like retail, restaurants, pharmacy, and residences. By helping businesses with scheduling simplification and timesheet tracking, they aim to improve work satisfaction and efficiency.
The Challenge: Agendrix Had No Scalable Way to Communicate Product Updates
Before AnnounceKit, Agendrix’s product update workflow had a fundamental problem: it relied entirely on Intercom’s Articles module to share patch notes and updates. While functional, this approach created significant overhead. Every release required Mark’s team to manually craft outbound messages and blast them to users — including many who had no interest in receiving additional notifications on top of their regular communications.
Mark describes the core tension clearly: product announcement is a core part of any software business and should not be treated as a side task. Yet that’s exactly what it had become — a manual, time-consuming chore that competed with higher-value customer success work. “Like a lot of SaaS businesses, it’s in our blood to find the best way to work and offer the best experience possible to our clients,” he explains.
The existing Intercom setup also had a discoverability problem. Customers would open a support ticket or send a message asking where to find the latest release notes — even after the team had already sent an outbound announcement. The communication was happening, but it wasn’t sticking. Users needed a way to find updates on their own, inside the product, exactly when they were relevant.
Agendrix was well-aware of the importance of product updates, but didn’t really have a good solution
Mark got into our case study by stating that product announcement is a core part of any software business. It should not be treated as a side task.
Starting from this point of view, they needed to use an actual product to keep close contact with their clients on this matter.
Businesses in general always seek solutions and products that save time and better the experience provided. Agendrix is also one of these companies which are constantly improving and bettering their product.
So, Mark and his Customer Success team also wanted a way to save time so that they could focus on bettering themselves and other high-value issues.
Like a lot of SaaS businesses, it’s in our blood to find the best way to work and offer the best experience possible to our clients.
Mark Borham, Customer Success Manager at Agendrix
Agendrix is a heavy user of Intercom, just like many other businesses. They were using the Intercom Articles module to share their patch notes and updates in the past.
It was a solution but also required additional work like sending outbound messages to people who just might not be interested in receiving any more messages than what they usually send.
They found a way to save time for communicating their product releases with AnnounceKit
They found AnnounceKit on Product Hunt and window-shopped a bit!
Time-saving and practicality were the key points for them so they decided to continue their journey with AnnounceKit due to the ease of use, fair pricing, and bilingual service.
They are now announcing their product updates with AnnounceKit and keeping their connection with their clients tight. A side effect was to help “purify” their help center a bit, which is already somewhat bloated.
With AnnounceKit, it takes me less time and clients don’t ask where to find the update notes anymore!
Mark Borham, Customer Success Manager at Agendrix
How Agendrix Set Up AnnounceKit for Their Product
One of the most useful aspects of the Agendrix case study is how straightforwardly they were able to integrate AnnounceKit into their existing product. The setup required no engineering-heavy integration — their Customer Success team could manage the entire announcement workflow without depending on developers for every release.
In-App Launcher on the Top Navigation Bar
Agendrix placed the AnnounceKit launcher with a present icon directly on their top navigation bar. This placement is strategic: it means users see the notification badge when they are already inside the app and actively managing their workforce. Rather than receiving an email they might ignore, users discover updates at exactly the moment they’re engaged with the product.
Bilingual Announcement Support
Agendrix serves both English and French-speaking customers across Canada. AnnounceKit’s bilingual service was one of the deciding factors in their adoption — they could publish release notes in both languages from the same platform without managing two separate workflows or tools. For a company headquartered in Quebec and serving a bilingual market, this was not a minor consideration.
Replacing Intercom Outbound Messages
Rather than layering AnnounceKit on top of their existing Intercom setup, Agendrix used it to replace their outbound update messaging entirely. This reduced noise for customers and simplified their internal release process. They retained Intercom for support conversations while using AnnounceKit as the dedicated channel for product news — a clean separation of responsibilities that reduced workload and improved signal quality for both channels.
Visibility and transparency on product updates
The most measurable benefit they got from AnnounceKit is the improved visibility and transparency on what happens with the platform.
They have placed the AnnounceKit launcher with a present icon on their top bar. This lets users see there is a new update when they are already inside the app and managing their project.
Mark lastly stated that it’s been great so far and he is pleased with our customer support! Especially our colleague Seha, who has been reliable whenever he needed assistance. We love the Agendrix team so much too!
Key Lessons: What SaaS Teams Can Learn from Agendrix’s Approach
The Agendrix story illustrates a challenge that’s common across SaaS companies: product update communication tends to be treated as an afterthought — something that happens reactively after a release, using whatever channel is already available. But as Mark’s experience shows, the wrong channel creates work, not results. Here are the core lessons from how Agendrix solved this.
Keep updates in-app, not in the inbox. Email and outbound messaging are high-friction channels for product news. Users are already inside your product when they encounter bugs, discover features, or run into questions. An in-app announcement widget meets them where they are — and the Agendrix experience confirms that customers stop asking “where are the release notes?” once updates are discoverable inside the product itself.
Separate support communication from product news. Agendrix had been blending product updates into their Intercom support channel, which created noise and required extra effort per release. Giving product news its own dedicated channel — with AnnounceKit as the announcement layer and Intercom retained for support — made both tools work better. This separation also makes it easier to measure engagement on each channel independently.
Ease of use directly affects release cadence. When publishing a product update is cumbersome, teams delay or batch releases. When it takes minutes rather than hours, teams communicate more frequently and keep users better informed. For in-app notification strategy, simplicity is not just a convenience — it’s a prerequisite for consistency. See also how Archbee structured their product update communication and how Outwrite promoted product updates with AnnounceKit for further examples of this pattern in practice.
Frequently Asked Questions
What problem did Agendrix have before using AnnounceKit?
Before AnnounceKit, Agendrix relied on Intercom’s Articles module and manual outbound messaging to communicate product updates to customers. This process was time-consuming for the Customer Success team and generated friction for users, many of whom received update notifications they hadn’t opted into. Customers would still ask where to find release notes even after announcements were sent, indicating that the communication channel wasn’t working as intended.
Which AnnounceKit features does Agendrix use?
Agendrix primarily uses AnnounceKit’s in-app announcement widget, which they embedded directly in their product’s top navigation bar with a present icon. They also rely on AnnounceKit’s bilingual support to publish release notes in both English and French — critical for their Canadian customer base. The widget replaced their previous outbound Intercom messages entirely, consolidating all product news into a single in-app channel.
How does AnnounceKit save time on product update communication?
AnnounceKit eliminates the manual steps that made each product release a time-intensive event. Before, publishing updates required crafting outbound Intercom messages and managing the audience targeting for each release. With AnnounceKit, the same update is published directly through the platform and surfaces automatically inside the product for all users. Mark Borham noted that clients no longer ask where to find update notes, which alone removes a significant volume of inbound support questions per release cycle.
Is AnnounceKit a good fit for employee management software companies?
Yes — Agendrix’s experience demonstrates that AnnounceKit works well for workforce and employee management platforms. These products typically have a broad, distributed user base that spans multiple roles and locations, making in-app announcements particularly effective. Users are already inside the platform to manage schedules or timesheets, so contextual update notifications reach them during active sessions rather than competing with email. Bilingual support is an additional advantage for companies serving multilingual markets.
How do you communicate product updates to SaaS customers effectively?
The most effective approach combines in-app announcements with a dedicated changelog or release notes page, rather than relying solely on email or messaging tools. In-app widgets surface updates at the moment users are most engaged with your product, while a public changelog serves users who actively want to review the full history of changes. Companies like Agendrix have found that removing updates from general-purpose support channels — and giving them a dedicated home inside the product — dramatically reduces support questions and increases awareness of new features.
What results did Agendrix see after switching to AnnounceKit?
The most immediate and measurable result Agendrix saw was improved visibility and transparency around product changes. Customers stopped asking where to find release notes — a direct signal that in-app discovery was working. The Customer Success team also reclaimed time previously spent on outbound messaging, freeing them to focus on higher-value work. As a secondary benefit, consolidating product news into AnnounceKit helped “purify” their Intercom help center, which had become bloated with update content that now lives in a more appropriate channel.
Join Agendrix on announcing product updates with AnnounceKit
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