EU Business News Q1 2019

24 EU BUSINESS NEWS / Q1 2019 , Ideagen In Strategic Partnership To Enhance Its Customer Success Programme The UK-headquartered software firmwill work closely withNatero to increase customer satisfaction, adoption and health via a new software system. UK software firm, Ideagen, has entered into a strategic partnership as it looks to enhance its ‘Customer Success’ programme for its expanding client base. The Nottingham-based Governance, Risk and Compliance (GRC) leader will work with Natero, a leading, global provider of customer success software. Ideagen will adopt Natero’s dedicated customer success management application to provide it with live and accurate intelligence, predictive analytics and workflow management. Mark Fuller, Ideagen’s Head of Customer Success, is excited by the partnership with Natero, which will provide Ideagen with a central view of customer health and trends. He said: “We are delighted to be working with Natero, an innovative and knowledgeable leader in the global customer success software arena. “This is an exciting move by Ideagen and one that will enable us to provide our clients with a best-in-class service while being able to analyse live, up-to-the minute customer health data. “Working with Natero will provide us with a Customer Success Management platform which will plug into our existing software suite and, through automation, allow us to focus on improving customer outcomes, onboarding, adoption, time to value and health.” Ideagen currently has over 4,700 customers globally using its suite of GRC software, but that figure will expand due to the company’s strategic ‘buy-and- build’ acquisition strategy. Mr. Fuller continued: “As we are a rapidly growing software company with an ever-expanding client base and increasing global footprint, it becomes increasingly important to be able to nurture and support our existing clients as we scale. “For example, following an acquisition we need to be able to quickly establish an accurate picture of health for new customers joining the Ideagen community. “This project is about aggregating what we know about customers within Natero, enabling us to understand customer health to provide a better all-round proactive service for our global customer base. Providing staff with a single central view of customer health is a vital mechanism so they can truly understand how their own role directly contributes to customer success.” Customer success is a relatively new concept but is becoming an increasingly business critical function as organisations look to enhance knowledge of performance and health. Ideagen launched its Customer Success function in 2017 and the implementation of Natero’s system is the latest development in that ambitious project.

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