How Jane brought internal context and customer feedback into one place with Canny Ideas

"The one thing that blew my mind, honestly, was how easy it became to spot related ideas once all of our feedback was organized into groups."

Jane is a practice management platform for health and wellness clinics. It supports over 240,000 practitioners across Canada, the US, the UK, and Australia.

Amy-Lynn Taylor is on Jane's Product Enablement & Insights team. She manages customer intelligence and owns Jane's Canny account. Her goal is to bring the voice of the customer back to product, development, and marketing teams. Jane has what Amy calls “incredibly noisy customers.” Feedback comes in at what she describes as “almost a fire hose.”

Strong signal, scattered across too many places

Before Jane started using Canny Ideas, feedback had no fixed home. The team relied on internal messages and shared documents. Requests sat in different Slack channels, on different docs, and in different people's heads. As Jane grew, the volume and variety of feedback grew with it. Those strong signals often got diluted because they weren’t organized and prioritized.

"There's a difference between doing well and having full confidence in your signal, and that's what we're really working towards now."

Keeping the wider team aligned was hard too. Slack updates and product team takeovers of support meetings helped, but things still got missed. The tools just hadn't kept up with the volume.

Organizing feedback the way Jane actually works

Jane started using Ideas at the start of 2026. The Canny team worked closely with Amy to map out a group structure built on the taxonomy work she had already done.

The group structure blends two things at once. It maps to how customers think about and use Jane. It also maps to how Jane’s product teams are organized. The result is a structure that feels familiar to both audiences. Customer requests land in a place that reflects how they actually experience the product. Product teams find feedback in a place that mirrors their own org.

Jane is multidisciplinary, so the structure goes deep. Groups, subgroups, and sub-subgroups all do real work. Each layer brings feedback into sharper focus.

Before Ideas, finding related requests meant manually searching for keywords across Canny. The new structure surfaces those connections on its own.

"The one thing that blew my mind, honestly, was how easy it became to spot related ideas once all of our feedback was organized into groups."

Now Amy can see the full scope of what customers are asking for without a manual hunt.

Capturing and auto-grouping feedback with Autopilot

Amy doesn’t sort incoming feedback by hand anymore. Autopilot does it for her. The AI reads the descriptions Amy wrote for each group and routes new requests into the right place automatically.

"We are using Autopilot to route feedback into groups, and just that piece alone has been a massive time saver."

That means Amy gets an organized view of incoming feedback without having to triage it herself. The time she used to spend sorting requests goes back to the work that actually moves customer insights forward.

A public space for customers, a private space for the team

Canny gives Jane two connected spaces:

1. the public Portal is where customers submit ideas, vote, and comment
2. the internal view inside Ideas is where the Jane team adds context that customers never see

That second space is what changed things for the support team. Support owns the full customer experience at Jane, so they have insights and context to add on almost every request. Before Ideas, that material lived in Slack channels and got disconnected from the feedback it related to.

"Our support team has its own insights and context to add, and that was largely happening in our Slack channels. So it wasn’t easy to connect it to the actual feedback that it was related to."

Now support can drop attachments, links, and notes directly onto the same ideas customers are voting on. They’ll often add Loom videos of workarounds and examples of real customer interactions. This gives the whole team direct observations from the support team that lives in Jane every day.

The volume on the customer-facing side is real. Jane has seen over 20,000 votes and 1,700 comments on feature requests since the start of 2026. Those signals are now organized in one place, not sitting in scattered support queues.

"Our whole mandate is to bring product, development, and marketing closer to our support team and our customers. Ideas is giving us a really meaningful way to do that."

Product teams now see the full picture at once:

1. the customer voice on the Portal side
2. the support team’s interpretation of it on the internal side

Same idea, full context.

Delivering voice of the customer with Canny’s MCP

Jane’s customer intelligence work has a new delivery mechanism. Every month, Amy’s team publishes a graphic newsletter that pulls Canny data into trend views for product, support, and marketing teams. The whole company gets a clear picture of what customers are asking for and how that picture is changing over time.

The newsletter is powered by Canny’s MCP and Claude. Amy queries Canny’s organized Ideas data through Claude and surfaces the trends that matter. She then packages them into something the wider team actually reads.

"This is actually my favorite part to talk about, honestly. The Canny MCP, and being able to unleash the power of Claude on that amazing Canny data."

The reaction inside Jane has been immediate.

"Our support teams and our marketing teams and our product teams are hungry for that kind of information."

None of this works without the foundation. The group hierarchy, Autopilot’s auto-grouping, and the internal context make Canny data queryable in the first place. Spreadsheets and Slack threads couldn’t power a workflow like this. Organized feedback does.

Why the Jane team recommends Canny

• Provides customers a public board to submit feedback, vote, and comment alongside other customers
• Using Ideas gives internal teams a private space to add Loom videos, workarounds, and support context to ideas
• Organizes feedback into groups, subgroups, and sub-subgroups that map to how your teams actually think
• Surfaces related ideas through the group structure without manual keyword searches
• Powers monthly voice of the customer reports through Canny’s MCP and Claude

"For anyone still managing feedback through spreadsheets or Slack threads, I really can’t undersell the importance of giving your customers a dedicated place to bring their ideas, engage with each other, and feel genuinely heard."

Bring internal context and customer feedback into one place with Canny Ideas. Try it for free today.