Elevating NPS for the Third Largest ERP Software Supplier
The client is a global software company that provides business management software and services to small and medium-sized businesses.
They offer a wide range of software solutions, including accounting, payroll, human resources, customer relationship management, and enterprise resource planning. Their software is designed to help businesses manage their finances, operations, and people more efficiently and effectively.
The client’s products are used by millions of customers worldwide, and the company has a strong presence in the United Kingdom, North America, and Australia. The client wanted to enhance its product’s capabilities based on their customer feedback.
Xoriant Solution | Key Contributions
After understanding the key requirements of the client, Xoriant leveraged its strong technical and quality assurance knowledge to deliver several new features and functionalities, make improvements to existing functionalities and address production-level bugs. All these tasks were done in co-ordination with the client’s development and application teams under the client’s initiative which used customer feedback to improve the customer experience.
Under this initiative, Xoriant and the client teams worked to enhance modules and develop features like multi-region translation, UI enhancement for reports and application UI, price prompt functionality, stock adjustment import functionality and modules like sales and purchases and import journals. They also helped fix bugs in artefacts, PDF and CSV reports and made essential functional changes, ensured high performance of important modules such as product and services, sales and purchases, quick entries module.
With the enhancements of modules and introduction of new functionalities that matched the customers’ needs and expectations, the client successfully achieved an increase in Net Promoter Score (NPS) of accounting, reduced the customer churn rate and many more trial customers got converted to paying customers.