Our featured founder is James O’Donnell, co-founder of Duet. Duet is a B2B SaaS company specializing in vertical software for the non-emergency medical transport industry. They provide operational software to small and medium-sized fleet operators who transport mobility-impaired, elderly, or sick patients to medical appointments, including dialysis and chemotherapy sessions.
Duet provides operational software to independent fleet operators in the non-emergency medical transport. They have recently achieved success by having customers refer them to other customers.
James O’Donnell Shares Duet’s Success
Getting in the Customer’s Shoes
In the video below, James shares the company’s journey and how they understand the specific needs of fleet company owners. A key lesson for Duet was deeply understanding customer needs by stepping into their shoes. Early on, when a customer struggled with dispatching after their dispatcher quit, Duet’s co-founder, Jing, temporarily took on the dispatching role herself. This hands-on experience revealed significant pain points and led to the development of crucial features. The demand for this service grew, prompting Duet to hire and train dispatching employees. This direct involvement provided valuable insights into customer operations, enabling Duet to create a much more effective product by addressing real-world challenges their users face.
Marketing Lessons Learned
Another lesson we learned was the importance of marketing, which we initially neglected, focusing solely on building a great product. A recent conversation with a marketing expert revealed that if our email marketing efforts were just average, we could have had 18 times more customers. This realization was a wake-up call, prompting us to focus on improving our marketing strategies. We upgraded to enterprise-level software for more efficient A/B testing and expanded our approach, experimenting with different email styles, including text-only and visually rich formats. This shift is already yielding better response rates, and we’re committed to refining our tactics further.
About Duet
Duet is a B2B SaaS company specializing in operational software for the non-emergency medical transportation industry. Duet helps streamline the logistics of transporting mobility-impaired, elderly, and sick patients to medical appointments. The software tracks rides, manages booking, scheduling, and dispatching, and generates detailed billing reports, significantly reducing administrative burdens. Duet enables operators to improve efficiency and service quality by automating key processes, leading to increased revenue and better patient care. Duet’s solutions empower operators to meet growing industry demands easily and precisely.
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