As software providers, it’s only natural to ask ourselves: should we keep piling on new features, or should we start with our customers’ real needs? At IT-Development, our answer is clear: “Customer First” always comes first.
To dive deeper into what this mindset looks like in practice, we spoke with Daniel Jaubert, Business Analyst, and Mehdi Zendi, Solution Architect at IT-Development. Why is a use case-driven approach more effective? How does it improve customer satisfaction and project ROI? They break it down for us.
Today, customer experience is a top priority for businesses. According to the Zendesk CX Trends 2025 report, 70% of consumers notice a growing gap between companies that truly meet their needs and those that offer one-size-fits-all solutions. Technology innovation is essential—but it needs to be grounded in real-world use cases to create real value.
That’s why, instead of stacking features just for the sake of it, IT-Development has taken a pragmatic approach to developing ClickOnSite. Our goal: build tools that solve the actual, day-to-day challenges telecom operators and tower companies face. The result? A software solution that’s more powerful, more intuitive, and genuinely useful.
“Customer First” in action
Putting customers at the center isn’t just a nice idea—it’s a core part of our strategy.
Unlike traditional roadmaps driven by market trends, we take a practical, user-centered approach. But what does that really mean?
“For us, ‘Customer First’ isn’t just a marketing slogan. It’s a guiding principle that shapes our strategic decisions and the way we design our solutions. From the very beginning, we actively involve our clients to make sure our products meet their real needs—not just the latest tech trends.”
This approach helps us avoid developing unnecessary features and ensures that every enhancement delivers measurable value.
Use case vs. feature: What’s the difference?
“A use case starts with a specific business problem a customer is facing. A feature is the technical response to that problem. If you build a feature without a proven use case behind it, you risk solving a problem that doesn’t exist. That’s why we stay grounded and flexible, always starting from real-world challenges.”
Take, for example, the Site Access Request module developed for Cellnex. We didn’t create this feature just because other platforms offer access management. It was born from a real need—field teams wanted to automate and secure the site access process. The result? Fast adoption and a big improvement in operational efficiency.
Tangible benefits for customers
Building features based on real use cases doesn’t just ensure they get used—it delivers a range of clear benefits:
- Easier adoption: Features are designed to solve specific user needs, so teams can start using them right away.
- Greater satisfaction: Customers quickly see how these tools boost their productivity.
- Stronger engagement: When users help shape the solution, they’re more invested in using it.
- Better ROI: Because each feature targets a concrete need, the investment pays off.
Mehdi Zendi, says: “Clients often tell us they’re more likely to embrace a solution they helped build. It’s what we call the ‘IKEA effect’: when you contribute to something, you naturally value it more.” The result? Increased loyalty and deeper engagement.
Ongoing collaboration with clients
To keep this momentum going, IT-Development maintains close contact with its user community:
- On-site visits and user interviews: Direct exchanges with end users.
- Workshops and co-creation: Defining needs and testing solutions together.
- Regular feedback loops: Constantly improving features based on real usage.
Innovation that stays grounded
This approach doesn’t stifle innovation—it makes it more effective. At IT-Development, we balance cutting-edge tech with real business value, prioritizing features based on:
- How often and how strongly the need is expressed
- The potential ROI for the client
- The direct impact on field team productivity
Mehdi Zendi adds: “We focus on innovations that make a real difference while staying aligned with our clients’ business challenges. And we’re not afraid to go after quick wins—those small updates that boost efficiency without overhauling the whole system. Users love them.”
One great example: document management. It’s becoming a huge challenge in telecom. Without the right tools, workflows get clunky, mistakes increase, and productivity drops. So we worked closely with TELE2 to build a custom ClickOnSite feature for centralized document management—streamlining their process and adding real value.
Daniel Jaubert says: “By quickly developing a win-win feature, we improved the client’s day-to-day operations and made our product even better.”
The future of the “Customer First” approach
As digital tools grow more complex, a use case-driven approach is becoming a strategic necessity. It’s what keeps innovation connected to real user needs.
Mehdi Zendi concludes: “As solutions become more advanced, we have to stay focused on use cases to avoid creating tools that feel disconnected or overly abstract.”
Choosing value over volume
Rather than overwhelming users with endless features, IT-Development has made a conscious decision: build ClickOnSite features that directly address the real challenges of operators and tower companies.
This not only makes adoption smoother—it ensures real ROI for our clients.
At the heart of it all is our commitment to a Customer First mindset. Every solution is designed with and for our users. The result? A more powerful, more intuitive, and more efficient tool.
Do you want to see how ClickOnSite can meet your specific needs? Contact us for a free demo!