Innography, the innovative software provider of better intellectual property answers for improved business results, has finalized its next-generation client success program that ensures clients gain full value of its award-winning IP analytics software. Patterned after best practices in client success, Innography’s comprehensive program includes a large dedicated team of client success personnel, regular communications and onsite visits, and ongoing discussions regarding product direction.
“The new client success program will only reinforce Innography's current practices and I’m excited to leverage it for the success of my business.”
Rolled out over the past year, a key facet of the client success program is that Innography team members are geographically located close to clients to better service them, resulting in over 150 onsite client visits so far this year. Building on the success of last year’s five-city training roadshow, led by the client success team, Innography is expanding this year’s roadshow to eight cities in the fall, including sessions in London and Shenzhen, China.
“Ensuring client success requires more than great software alone,” said John F. Martin, CEO and chairman, Innography. “That’s why we’ve invested in doubling the size of our client success team to get even closer to our clients and added a host of other resources to help clients derive improved business results from our platform.”
The client success team has built many other processes and resources to ensure client success, including the IP AnswerGuide™, the Innography Maturity Model, client-only product how-to webinars, and extensive training and support capabilities. Innography’s support capabilities were recently rated the top of all IP analytics firms by an independent third party, with an average satisfaction score of 4.5 out of 5.0.
"For nearly four years, I’ve personally experienced Innography's ongoing commitment to ensuring that we have received the most value from our investment. This dedication to customer support is a definite differentiator,” said Craig Shinners, director of patents, Synopsys. “The new client success program will only reinforce Innography's current practices and I’m excited to leverage it for the success of my business.”
Clients can also meet directly with the product team to review Innography’s innovative product roadmap, and each release includes dozens of client enhancement requests. In addition, the client success team delivers custom patent research projects to clients, and is on pace to double the number of projects this year compared to 2013.
Already in 2014, Innography has been named the winner of two content CODiE awards for Best Legal Information Solution and Best Service Using Aggregated Content. In April 2014, Innography was listed in the Open Data 500, a comprehensive study of U.S.-based companies that leverage open government data and extrapolate value commercially.