How InTouch Left a Decade of Analytics Tech Debt Behind with Luzmo

TL;DR

Problem: InTouch was carrying a 10-year-old Jaspersoft setup: expensive to maintain, low interactivity, specialist-only. Analytics tech debt was blocking product evolution.

Solution: After a 2-month head-to-head trial against ThoughtSpot, InTouch picked Luzmo for operational simplicity, transparent pricing, and long-term alignment.

Results: Jaspersoft retired after 10 years · analytics module monetized as an upsell · product team autonomous on dashboards · Luzmo dashboards used live in InTouch's own sales demos.

Why Luzmo: Easier to use and 30–40% cheaper than ThoughtSpot, but price alone wasn't the deciding factor — self-serve independence during the trial was.

Impact snapshot

Metric	Before	After
Maintenance	Several engineering hours per week on Jaspersoft	Product team handles residual maintenance (~10–20 h/month → <2–3 h/month)
Time-to-value	Multi-week dashboard backlogs	First dashboard in production in 7–14 days after signature, no heavy onboarding
Autonomy	>50% vendor-built dashboards during the ThoughtSpot trial	100% of dashboards built by the InTouch product team, no vendor dependency
Revenue / upsell	No monetization path with Jaspersoft legacy	Analytics module is a structural upsell line (15–25% conversion on standard accounts within 6 months)
Sales demos	Static PDF-style outputs	Luzmo dashboards used live in InTouch prospect demos

About InTouch

InTouch is a SaaS company that has spent more than a decade building software for its customers. As the product matured, the analytics layer matured too, and not in a good way. The original solution, Jaspersoft, demanded near-coding-level effort to configure, required constant maintenance, and shipped dashboards that behaved more like static PDFs than interactive analytics.

Hannes Hardeman, Product Manager at InTouch, was given a clear mandate: find a modern replacement, get it shipped, and make sure it could be maintained without pulling engineering off the core product roadmap.

The challenge

Ten years of accumulated workarounds had turned Jaspersoft into a tool only specialists could touch. End-users were stuck with downloadable PDF-style outputs in an era when their expectations had shifted to live, filterable, interactive dashboards. Internally, the cost of keeping the lights on was steep: every small change demanded engineering time that InTouch did not have to spare.

"We wanted a more modern solution that gives the user more interactivity. The old solution was very hard to maintain; it required a lot of coding to get some dashboards done."

— Hannes Hardeman, Product Manager, InTouch

The evaluation: a 2-month head-to-head against ThoughtSpot

Two tools made it through to a full hands-on trial: Luzmo and ThoughtSpot. Hannes was open about which way he was leaning going in. ThoughtSpot's demos were striking. Natural-language-to-query, predictive analytics, polish on the chart library… on paper, the obvious answer.

"It was very impressive in what they could do. I thought that we were going to go with them; until we started using it, and then it was much more complex."

— Hannes Hardeman, Product Manager, InTouch

The trial shifted the picture. When the InTouch team worked independently in Luzmo, they could move quickly without needing to ask for help. With ThoughtSpot, they found themselves leaning on the vendor's team more often than they'd expected, which, for a small product team prioritizing independence, was itself an important signal.

Luzmo's trial felt nothing like that.

"For Luzmo, it was so easy. We immediately knew how to set up. After the demo, we got the trial account and we could just start on our own without too much documentation."

— Hannes Hardeman, Product Manager, InTouch

How Luzmo and ThoughtSpot compared

A modern embedded analytics evaluation isn't really about "which demo is more impressive" — it's about which tool a small product team can actually run independently over multiple years. Here's how the two compared on the criteria that drove the decision:

Criterion that mattered to InTouch	Luzmo (chosen)	ThoughtSpot
Time-to-value (first dashboard in production)	7-14 days post-trial, no extended onboarding	Demo-ready setup; vendor-built dashboards during trial
Maintenance load (small changes / month)	Resolvable by product team — minimal residual hours	Required ongoing vendor support to unblock
Self-serve ratio (during trial)	100 % built by InTouch team	Vendor intervention required
AI roadmap alignment	Luzmo's conversational agent (Luzmo IQ) announced	Best-in-class predictive analytics already shipped
Pricing transparency	Three transparent tiers, no hidden line items, ~30-40 % more affordable	Higher list price, more commercially structured
Sales motion	Low-pressure, paced to the buyer (1.5-year presale)	Move-faster sales cadence; less matched to InTouch's buying pace
Long-term fit	Aligned with InTouch's mid-sized SaaS context	Strong fit for different buyer profiles; less aligned with InTouch's context

The contrast that drove the decision wasn't on a single line. It was the combination: a tool that the buyer's team could run independently from day one, at a price point that fit, with a sales motion that felt like a partnership.

Why ease of use beat raw AI capability

Two factors closed the deal: ease of use and fit for our team's way of working. Price played a role, but it wasn't the deciding factor. Luzmo simply matched how InTouch wanted to operate day-to-day.

The logic is simple. Capability that the buyer's team can't reach is capability that doesn't ship. For a product organization with limited engineering bandwidth, raw capability matters less than independence in day-to-day dashboard work. The trial made that concrete: InTouch could move autonomously in Luzmo from day one, and that self-sufficiency was ultimately the deciding factor.

A partner, not just a vendor

The deeper question InTouch was asking wasn't which tool demoed best — it was which company would still be a good fit in three or five years. Replacing analytics infrastructure once a decade is bearable. Replacing it every two years because the vendor's priorities drifted is not.

For InTouch's specific context (a small product team with a mid-sized SaaS product), the sales pace and level of hands-on support needed during the ThoughtSpot trial didn't feel like the right fit. That's not a verdict on ThoughtSpot as a vendor, it's a reflection of what InTouch needed from a long-term partner.

Luzmo's posture was the opposite: patient on timing and paced to the buyer, generous with access during the trial, and visibly invested in the product practices that signal a company building for retention rather than for the next funding round.

"[Luzmo's sales rep] was very responsive, very helpful. He didn't pressure us. It was really smooth."

— Hannes Hardeman, Product Manager, InTouch

For a team committing to embed analytics at the core of their product, that long-term alignment carried real weight.

Pricing that matched the proposal

When the formal proposal arrived, there were no surprises: three transparent tiers, no hidden line items, a structure easy to read. InTouch did negotiate, though not on price (on setup terms), and found Luzmo flexible there too. The price the buyer saw on day one was the price they signed.

The results

InTouch signed in April 2025. ~13 months in, Luzmo is the foundation of the company's analytics offering. Standard customers receive a base dashboard; customers who buy the analytics module unlock the full dashboard suite. The dashboards are already pulling weight in sales conversations — prospects interact with them directly during demos.

• Legacy retired: Jaspersoft turned off after 10 years, swapped for interactive embedded dashboards.
• New revenue stream live: The analytics module is now a structural upsell path, converting standard customers into higher-tier subscribers (~15–25% conversion on existing standard accounts within 6 months of launch).
• Engineering unblocked: What used to take engineering hours per week is now resolvable by the product team — no more pulling devs off the core roadmap to ship a dashboard change.
• Time-to-value compressed: From multi-week dashboard backlogs to first dashboard in production within 7–14 days post-trial.
• AI roadmap aligned: Luzmo IQ and the broader AI direction give InTouch confidence in the long-term bet, including for predictive analytics, the one area where ThoughtSpot still has a clear edge today.

What's next

The embedded dashboard editor (evaluated but deferred) remains a candidate for a future phase as InTouch's customers grow more comfortable with the platform.

There's also an organizational dimension to the partnership Hannes called out separately:

"We take a lot of examples from what they're doing with the product AMAs and the quarterly webinars. We think they do a great job in involving their customers."

— Hannes Hardeman, Product Manager, InTouch

For InTouch, the brief was straightforward: shed a decade of analytics debt, ship something modern, and turn it into a revenue lever. All three are now done, and the partnership is structured for the next chapter, not just the contract that was signed.

See how Luzmo involves customers in shaping the product through webinars and roadmap sessions.

Take the next step

Three ways to take this further, depending on where you're starting from:

• You're a PM/product leader staring at a legacy analytics setup like InTouch was. Talk to a Luzmo product expert about retiring your legacy analytics layer → Book a demo
• You're sizing up the cost of staying with your current vendor. See how much analytics tech debt you could shed in 90 days → Build vs buy checklist
• You're evaluating embedded analytics as a monetizable module. Compare your current setup with a revenue-generating module like InTouch's → View pricing