Corporate Sustainability Report - Flipbook - Page 53
Sustainability Report
Customer engagement
To enhance our relationships with key
decision-makers, in FY25 we implemented a
quarterly communications programme that
actively engages with senior stakeholders
across our customer base. This structured
approach to gathering strategic feedback
has enabled us to better align our product
development and service delivery with
evolving market needs, directly informing our
strategic direction.
Looking forward
Following feedback from customers, we
introduced a pilot programme to elevate
strategic management of our highest-value
customers by bringing together various
functions including sales, service, support,
and engineering into single teams focused
on individual customers. Since launch, we
have witnessed signi昀椀cant improvements in
product usage, customer experience (NPS),
and commercial performance. This pilot has
proven so successful that we’re now preparing
for broader implementation across our
customer base.
Resolution excellence programm
– target enhanced 48-hour resolution
rates through increasing conversational
approaches and expansion of AI-powered
real-time issue resolution.
During FY26 we will accelerate our digital
service o昀昀ering to achieve a compelling digital
customer experience. We will transform
‘MyAccess’ to deliver enhanced customer
service, utilising the latest next generation AI
technologies to provide predictive support,
personalised recommendations, and real-time
issue resolution.
The platform will integrate seamlessly with
Access Evo, o昀昀ering customers a uni昀椀ed selfservice portal where they can manage their
entire relationship with us—from accessing
product documentation and knowledge
base articles to raising and tracking support
requests, all while maintaining human support
through intelligent routing to specialist teams
when required. Our proactive customer
upgrades portal enables us to promote and
sell pre-approved o昀昀ers and bundles to
customers in a fast, 昀氀exible, and digital way.
Launched in January 2025, the portal
has generated impressive results with
customers able to view, consider and select
o昀昀ers in a 100% digital way, proving to be
an e昀昀ective tool for engaging customers
whilst reducing our environmental footprint
through paperless transactions. This portal
will be integrated as part of our ‘MyAccess’
transformation to deliver a uni昀椀ed customer
experience.
Building on our FY25 achievements,
in FY26 we will focus on the following
strategic initiatives to further enhance
customer experience:
MyAccess digital transformation –
unify our customer portals by July 2025 to
create a cohesive digital experience that will
seamlessly integrate with Access Evo.
Expanded upgrade o昀昀erings – increase
both reach and variety of o昀昀ers available
through our customer portal to drive
additional value for customers and the
business, targeting a 50% increase in digital
engagement.
Strategic customer management
programme – expand our integrated team
approach to cover 10% of ARR across all 22
software companies by the end of FY26.
Voice of Customer excellence – build
on our comprehensive Voice of Customer
programme to integrate all feedback
channels into a uni昀椀ed dashboard, enabling
real-time response to emerging customer
needs.
These strategic enhancements will support our
commitment to achieving exceptional, ethical
customer experiences built on trust whilst
contributing to our broader sustainability
goals through increased digital e昀케ciency and
reduced resource consumption.
Each initiative connects directly to our
customer experience vision of creating
‘Customers for Life Through Service
Excellence’.
53
