I came to Wolters Kluwer, CCH 13 years ago and my experience of this exciting organisation only keeps getting better. As I’ve worked towards my current role, it’s given me the chance to explore strengths across both hemispheres of my brain – I’m a people person, with a finance background!

So why did we deliberately create a Customer Experience team? Our products and services bring new technologies to market, to solve business challenges and vastly improve productivity, but they must do so in a way that fits in the real world. So we take ‘customer experience’ very seriously. We genuinely seek out feedback and satisfaction.

We’re passionate about process improvement that delivers unprecedented value for our business and yours. The process of turning individual comments, requests and ideas into reality has become quite technical. Since 2011 we quantify all customer contact via the NPS (Net Promoter Score) program that allows us to measure how happy you are with everything we do.

Every single customer response and support ticket is read by one of us. We’re responsible for escalating all issues through the appropriate channels and tracking them to their resolution. And, we take your insightful suggestions into our product development life cycle.

Because the Customer Experience team is intimately aware of how the marketplace is responding, we have a strategic role in identifying what needs to be prioritised to fix a product or enhance it.

We’re very fortunate in the quality of feedback we receive from our users. And, we have a committed bunch of product developers who don’t resist the voice of the customer but rather use it to accelerate improvements. I love being in the middle, of being the conduit to great changes.

Turning customer feedback into reality

Cloud is, of course, the immediate challenge and opportunity for everyone. Monitoring this subject is a high priority as Wolters Kluwer, CCH moves to an end to end cloud portfolio, as quickly as it can, in support of client demand.

Feedback has directly influenced areas such as the vast improvements introduced with our latest online book store; the award-winning, topic-based product CCH iKnow that allows accountants to search less and find more; and the Google-like search and Tracker improvements in the IntelliConnect platform.

Wolters Kluwer, CCH understands that everyone is busy, everyone is under pressure to do more and do it faster. No one wants to have to waste time jumping from product to product. We know that if clients are using multiple products from multiple vendors, that means we’re not fulfilling their requirements. Our solution must aim to encompass, in one platform, everything you need, when you need it and how you need it. For me cloud is simply the technology that will enable us to drive an improved customer experience into the future.

All eyes and ears are on our customers. But we only know what you want if you let us know how you need your real world to run.

Please feel free to email me directly at Janine.scott@cch.com.au with any feedback; I love to hear from our customers.