Net Promoter Score (NPS)

In the 2024 Company NPS survey, you provided honest and constructive feedback, and we took note. Your insights have informed essential enhancements to our products, services, and customer experience. Last year, you emphasised three main priorities:

• Service Delivery: You want seamless implementations and dependable support.
• Partnership: You’re looking for a clear, strategic roadmap that aligns with your goals.
• Product Functionality: You want to unlock more value from your existing solutions.

AMS Self-Service Portal: To provide you with greater control and clarity over your AMS program, we’re launching a new self-service portal within the Customer Community. This portal provides real-time visibility of your contracted hours, committed work, remaining balance, and month-end usage, eliminating the need for emailed reports. Currently in the final stages of pilot testing, the portal will be available to all AMS customers from August 2024, making it easier to manage your program proactively.

AMS Service Catalogue: You requested greater transparency into the services available under your AMS program, and we’re delivering it. Later this year, we’ll launch a new AMS Service Catalogue that allows all customers, including non-subscribers, to search, explore, and request AMS services in a simple, self-serve format. The catalogue will include offerings such as health checks for Enterprise Asset Management and Financials, Field App training, and process automation services like creditor management, helping you get more value from your investment on your terms.

Consultant Training Program: To meet growing demand and improve the consistency of service delivery, we’ve expanded our consulting team by hiring more than 200 new consultants. We also launched a specialist training program focused on deepening product knowledge, domain expertise, and implementation capability. This initiative ensures you have access to highly skilled consultants who can lead smoother, more strategic projects, and we’re continuing to grow our bench of senior consultants to support increasingly complex engagements.

Strategic Product Roadmaps: You asked for greater visibility into where we’re heading and how that aligns with your goals. In response, we’ve developed industry-aligned product roadmaps for Local Government and Education, updated every six months to support your strategic planning. The next release (26A) is on the way, and we’re also developing an interactive online version of the roadmap, allowing you to dynamically filter, explore, and engage with upcoming innovations in a more transparent and accessible format.

CiA UX Strategy: We’re excited to share progress on our evolving UX Strategy, which is focused on delivering a more consistent, intuitive, and seamless user experience across our products. Our dedicated CiA User Experience team has expanded to accelerate improvements and address design-related feedback raised through community engagement, SaaS support tickets, NPS surveys, and in-product insights. Our immediate focus is on delivering foundational changes, such as updating design tokens and undertaking a visual upgrade, to create a design system that enables faster and more scalable enhancements from 26A onward. Within the last six months, we’ve laid the technical groundwork for broader usability improvements, reinforcing our commitment to enhancing your day-to-day experience with TechnologyOne.

Product Committee Group (UK Local Government only): To strengthen collaboration and improve alignment with customer priorities, we’ve introduced a new Product Committee Group for our UK Local Government customers. This group provides a direct forum for customers to influence product direction, validate roadmap priorities, and build shared accountability for the solutions we deliver.

Student Management Taskforce (Education ANZ Only): To help Education customers maximise the benefits of their Student Management solution, we’ve launched a dedicated taskforce focused on assessing usage, identifying opportunities for optimisation, and providing feedback to inform product development. This complimentary service strengthens customer relationships while directly contributing to the improvement of both the Student Management product and the broader OneEducation solution.

Here’s what we introduced thanks to your valuable input in 2023:

We recognised that our consultants work across various industries and modules and introduced Solution Industry Leads. These Leads have deep knowledge of your industry-specific needs and software architecture, effectively bridging gaps.

We introduced Project Portfolio Managers to drive quality outcomes within our Consulting Service. Project Portfolio Managers promote a consistent customer experience by ensuring adherence to PSRs, stage gates, and overall satisfaction.

These managers oversee and coordinate the resolution of critical incidents and potential privacy and security issues. They ensure swift and effective responses to high-priority customer concerns, acting as the central contact between you, your stakeholders, and our internal teams.

This approach within our Support team enables us to work on your cases around the clock, with teams simultaneously addressing new and old cases to ensure continuous support.

We continued to increase our overall investment in performance and quality, which are key focus areas for the 24a and 24B releases. Internally, we have a dedicated team focused on ongoing uplift in our platform performance, proactively working on known areas to improve, and where issues are detected, working with clients and our platform to resolve them. All changes benefit all clients as they are made to the platform. We also increased our investment in automated testing to resolve issues before release. The result for you? More reliable updates with fewer disruptions to your operations.