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Tuesday 20 July 2021

IFS takes VoC to new level with Customerville acquisition

IFS logoThe latest acquisition from IFS differs somewhat from the service management companies that have formed much of its diet over recent times. Customerville is from the CX menu and as well as helping populate the IFS Cloud platform it will add to IFS’s focus on “moments of service”

Founded in 2002, Customerville’s technology is already embedded into IFS’ Voice of the Customer programme; the acquisition will allow for deeper integration and greater insights around those “moments of service”. Customerville describes itself as a “design-driven feedback technology provider” that blends technology, design, and behavioral science in a customer listening and feedback platform that provide insights decision makers can act on. 

In some ways it can be equated to survey and analytics offerings like Qualtrics but where customer surveys tend to be in static and flat formats, its surveys are real time, interactive experiences that are designed, structured and aligned to aspects of the customer journey - and aim to address survey fatigue. The company says its approach can elevate customer response rates by between 400% and 600%. Organisations such as Sky, Tata, Toyota, Merck and Pearson are customers. It also partners with the likes of Microsoft, Salesforce, Verint, Zendesk and NICE but it’s not clear what will happen to the these relationships.

Financial terms were not disclosed (media reports estimate Customerville’s annual revenue at anywhere between $4m to $6.4) but in terms of capability it looks like a sweet acquisition for IFS that will take its CX capabilities around its core areas of industry targeted ERP and service management new a new level. It also aligns with the move by product based companies towards servitisation.

Posted by: Angela Eager at 09:26

Tags: acquisition   software   customerexperience  

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