UserVoice for Turnkey IPS: Putting client feedback at the heart of Product Development

Client feedback has always been at the heart of how we develop our products. We believe listening to the peoplewho use our solutions every day helps us better understand:

·      what matters most to our clients

·      where challenges exist

·      where we can make the biggest difference

Now, we’re proud to be strengthening how we capture and use that feedback with the introduction of UserVoice: a customer intelligence platform that centralises client feedback.

UserVoice gives us a structured feedback loop: bringing customer feedback together, identifying recurring needs and turning what we hear into clearer insight for our product development teams.

Strengthening the way we listen

‍UserVoice gives us a more structured way to collect, centralise and understand feedback from across our customer community. Rather than sitting across different conversations, teams and channels, feedback can be brought together in one place.

This will help us identify common themes, recurring challenges and opportunities to make our platform and products more beneficial to the people who use them.

The decision to adoptUserVoice is to achieve our goal of making it easier for our clients to tell us what they want and need to ease there day and support growth.

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How UserVoice Works

As outlined above UserVoice creates a single transparent channel to collaborate on. Instead of phone calls, scattered emails and teams’ messages our clients can check in any time in one place. Even better, our clients can vote on the options.  So, no matter the size of the business everyone has the opportunity for their voice to be heard.

Making it easy, fair and simple.

Our promise

Our promise to our clients is we will deliver consistent timely responses acknowledgedwithin two working days, every time. Nothing gets lost:  suggestionscan be deferred or declined but these ideas stay on record and can bereconsidered as priorities or industry demands change.

Craig McDonnell, COO commented:
“We know our clients, we understand the pressures they face and we wantthat insight to shape the products we build. Introducing UserVoice is animportant step forward because it gives us an even stronger way to listen,learn and prioritise development around what matters most to our customers.”

Turning feedback into insight

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UserVoice will help us:

·      Bring clientfeedback and feature requests together in one central place

·      Identifyrecurring themes, ideas and emerging customer needs

·      Understandwhich challenges and opportunities matter most across our customer base

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Thefocus is to keep client feedback at the heart of what we do while making thoseconversations more focused and useful. By combining what clients tell usdirectly with insight gathered through our wider teams and user interactions,we can build a clearer picture of what our customers need and why.

Jonathan Urwin, Head of Product added

“For years we've listened to our clients. Now we're giving thatfeedback a proper home. UserVoice means every suggestion gets seen, every votecounts, -no matter the size of the business- towards what we build next, andour roadmap reflects what clients actually need”

Shaping our products together

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We’re proud of the expertise and experience behind our products. But we also recognise that some of the most valuable insight comes from the people using them every day.

We can’t promise that every request will become a new feature, but every piece of feedback can help deepen our understanding of our customers and truly inform the decisions we make.

UserVoice gives us another way to bring that customer insight into our development process and ensure our products continue to evolve around realneeds and real challenges. We understand the best-in-class products aren’t blindly developed for customers. They’re developed with them.

How to share your ideas

We'd love to hear your ideas on how we can continue to improve Turnkey IPS.

To help us manage product suggestions effectively, we ask that all enhancement requests and ideas are submitted through your organisation's nominated UserVoice Representative.

This helps ensure feedback is reviewed, prioritised and communicated consistently.

If you're unsure of who your UserVoice Representative is, please speak to your IPS Administrator, who will be happy to point you in the right direction.

Thank you for helping us shape the future of IPS.

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