Your Success is Our Passion
Our customer satisfaction scores prove it.
You have specific goals to achieve using Innography’s software and we’re here to help you achieve them. That’s why, from onboarding to service requests and everything in-between, we work hard to ensure that you’re getting the most value out of Innography’s tools as you can. We exist to help the most innovative companies reach a new level of IP insight and value. And we know that a lot of times, that requires more than superior tools: it requires superior guidance, collaboration, and responsiveness, all delivered by our Client Success team.
Tripling down on your success
Over the last few years, we’ve tripled the size of our Client Success team. By growing our team, we’ve been able to introduce several new initiatives, like creating a private, customer-only online community for collaboration and product feedback, increasing onsite client visits for best-practices discussions and training, reaching out proactively about new releases and to new users, and building a completely new on-boarding program.
“Our goal is to ensure that our clients are getting value out of their investment—and beyond. We want to make sure that they’re using Innography, and they’re using it in a way that they’re actually seeing great improvement in their business, they’re getting insights that they couldn’t get other ways, and they’re really incorporating it into how they’re managing their IP, and getting insights through IP.” — Shauna Osborne, VP of Client Success, Innography
We’re here whenever you need us
Whether you’re working in the middle of the night on a tricky project, or you’ve got teammates located around the world, our global 24/5 support coverage ensures you’ll have the answers you require precisely when you require them. The team is not only knowledgeable about Innography’s features and how to use them, but also well versed in intellectual property and what you might be looking to accomplish. You’ll find exactly what you need and we’re here at all hours to help you find it.
Results are in: Customers are happier than ever
Our most recent Net Promoter Score (NPS) results showed that our client satisfaction has risen to the mid-40s, placing Innography in the top tier of B2B software providers. Here are a few highlights from the survey, conducted by a 3rd party vendor:
- 99% of users were satisfied with "Ease of doing business" with Innography
- In response to the question, "How likely is it that you would recommend Innography to a business friend or colleague,” the most frequent response by users was a 10 out of 10 (extremely likely)
- 95% of users were satisfied with "Value you get" from Innography
“They are a very responsive company with a great product. Each person wants to ensure that my questions are answered thoroughly.” IP Attorney, Multi-national Manufacturing Company
We Bring Industry Leaders Together
Year after year, our customers join us at the annual Innography Insights Conference to mingle and learn more about Innography and from one another as well, with a goal to improve the way they are managing intellectual property. And every year, customers tell us how much they appreciate the event and look forward to the next one. There’s not only power in the Innography software, there’s power in bringing all the brightest minds in IP together in one place to share their stories and best practices. Follow the event to see what we’ve got cooking next.
More than a provider, we’re a partner
At the end of the day, we’re not just about software and tools; we’re about solutions and success. Which means you can trust that you won’t be left high and dry to figure out things on your own. Whatever you need, we’ll work with you to guide you to the right place, resolve an issue, or find a solution.
“Innography's software as well as their friendly and knowledgeable support team provide valuable insight into Intellectual Property.” Licensing and Portfolio Manager, Global Research and Development Company