It is actually a little unusual to build an entire company around a single platform. Kundelab has focused on Zendesk from the very beginning, but along the way we have considered several times whether we should broaden our offering.
It is a fairly logical thought. If you want to grow more, why not offer several platforms and make the market bigger?
So far, we have decided every time to stay focused on Zendesk.
The conclusion has been quite simple. There was still so much left for us to do in the market we were already in that it did not make sense to spread ourselves across more areas. And as a small team, it would have been difficult to become truly good at several platforms at the same time.
We build our expertise together
Instead, we chose to keep building around what we knew best. The larger Kundelab has become, the clearer the advantages of that choice have become.
When the entire team works with the same platform, we build on each other’s experience. No one needs to be the best at everything. People can become highly skilled in different areas of Zendesk, while we all learn from the same customers, projects and challenges.
Over time, we have encountered a wide range of situations. When a customer comes to us with a new challenge, there is often someone on the team who has seen something similar before. That means that, even as a relatively small company, we can take on large and complex projects.
It also makes us easier to understand. People know what Kundelab does. That has given us strong visibility around Zendesk, and many of our best opportunities have come through customers recommending us or introducing us to others. We really appreciate that.
We also need to build expertise ourselves
There are also some challenges to being so specialised. The market for experienced Zendesk consultants is small, so we cannot expect to find fully developed expertise every time we hire. That means we need to build much of that expertise ourselves. It was more difficult when we were a smaller team. Today, new colleagues join an environment with many experienced people to learn from, a wealth of experience from previous projects and a team that is constantly working with the latest developments.
There may come a time when it makes sense to broaden our offering. But the longer we have stayed committed to this specialisation, the more convinced I have become that it is still the right choice for us.