IFS said the purchase would allow its customers to collect VoC feedback at the moment of service
Cloud enterprise software firm IFS has announced the acquisition of feedback platform Customerville.
IFS framed the acquisition as allowing its customers to collect voice of the customer feedback at the moment of service via integrations with its existing offering of enterprise resource planning and field service management software.
Customerville’s solution incorporates surveys informed by design and behavioural science to encourage completion and act as an engaging experience in themselves. The company’s Design-Driven Feedback platform was designed to address declining feedback rates, with the solution as a whole incorporating feedback collection, analysis, distribution and action capabilities.
Darren Roos, IFS CEO, said: “Customerville is highly differentiated in its field because it is Design-Driven, unlike competitors that offer surveys in static and flat formats, Customerville transforms customer surveys into rich, interactive experiences elevating customer response rates by between 400% and 600%. Successful VoC programs are proven to increase revenue, reduce costs and create a customer centric culture.
“Providing this capability to every IFS customer as part of IFS Cloud means empowering them to not only deliver products or services based on customer insights but to do so at the early design stage which creates significant business value.”
IFS further said the acquisition was motivated by its own previous use of Customerville’s solution to inform the development of its services culture. With companies shifting from selling products to offering experiences, IFS emphasised that the solution would help them better understand customer behaviour over time.
Max Israel, CEO of Customerville, said: “Our goal at Customerville is to show companies they can own the narrative and go beyond emailing dry reports; this is a fundamental shift for companies looking to deepen their understanding of the customer journey and make smarter decisions. With IFS we saw a meeting of minds in the desire to create a mechanism that would enable businesses to embed surveys into their own customers’ journeys.
“IFS is committed to enabling customers to deliver amazing Moments of Service and we love the team’s passion for creating great experiences. Customerville fits right into that mindset and is a natural extension of IFS’s proposition and we look really forward to our joint successes.”