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On average, the number of product improvements shipped per quarter based on Unwrap insights.
BandLab Technologies powers a global community of music creators across four brands: BandLab, ReverbNation, Cakewalk, and Airbit. With millions of users making music every day, understanding feedback at scale is essential to delivering a platform that works seamlessly for creators worldwide.
The challenge wasn’t collecting feedback—it came in constantly from Zendesk, app reviews, Reddit threads, and Discord conversations. The opportunity was speed and clarity. Valuable insights were flowing in, but they were spread across different tools and teams. Bringing them together in one place would make it easier for everyone to collaborate and act quickly.
“Feedback is everywhere,” says Amon Wong, Head of Community, Support & Product Operations. “But without a single view, it took extra steps for teams to connect dots and respond as quickly as we wanted. We needed a way to bring everything together and make it instantly accessible to everyone.”
Centralized feedback for every brand
Unwrap helped BandLab Technologies unify feedback from all major sources into a single platform. Now, product, engineering, QA, and support teams have access to categorized, searchable insights that reflect what creators are experiencing across all the brands.
“Unwrap gave us a single view of feedback across all four of our brands,” Wong says. “Now, there’s no waiting. My team sees alerts in our digest, and if they want to dig in further, it’s just a click away.”
Weekly digests highlight emerging themes, feature requests, and user sentiment, helping teams quickly identify opportunities to improve the platform and stay ahead of potential issues.
From insight to improvement
Before Unwrap, understanding broader patterns required pulling information from multiple systems. Today, insights surface automatically and are visible to everyone who needs them.
“Every Monday, product managers, engineers, and QA teams start the week with Unwrap,” Wong says. “We can immediately see what’s working, what’s not, and make adjustments that improve the experience for millions of music creators.”
On average, these insights contribute to roughly 15 product improvements each quarter, ranging from behind-the-scenes fixes to creator-facing features that make the platform easier and more intuitive to use.
Cross-team alignment and agility
Unwrap has also strengthened collaboration across teams. Engineering can act on detailed feedback without waiting for escalations, support teams resolve inquiries more efficiently, and product managers gain real-time visibility into how features are performing.
“Every week, someone finds something new that leads to an improvement,” Wong says. “It could be a device-specific issue or a small change that makes a big difference to users. Having this visibility means we can take action quickly and confidently.”
Enhancing the creator experience
For BandLab, the true value of Unwrap is its impact on the creator community. Faster fixes, smarter prioritization, and clearer insights all translate to a more seamless experience for millions of musicians worldwide.
“Our goal is to make sure creators can stay in their flow,” Wong says. “Unwrap helps us do that. It lets us respond to user needs quickly and continuously improve. Ultimately, it’s about giving creators a platform that works seamlessly so they can focus on making music.”
