Oracle Customer Success — Visma Software Oy

Visma Software Oy

Visma Software Oy Boosts ERP and Training Sales with Oracle Marketing Cloud

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Oracle Marketing Cloud enabled us to develop a unique customer experience survey to support our software, consultancy, and training activities. As a result, training sales grew by 18%—and we have more satisfied customers, less churn, more active communications, and a better understanding of customers’ needs.

— Johanna Rakemaa, Training Manager, Visma Software Oy

Visma Software Oy Boosts Training and Consultancy Sales by 18% and Drives Customer ERP Success with Automated User Experience Survey

Visma Software Oy provides enterprise resource planning (ERP) and financial management software solutions, both on-premises and in the cloud, predominantly to small and midsize companies in the Nordic countries and beyond. The company focuses on the holistic customer experience and relies on technical expertise and customer feedback to help shape its offerings and make them more intuitive.

To ensure that customers obtain the maximum benefit from their software investments, Visma Software Oy was looking to develop a user experience survey to help customers identify the efficiency of their software usage and accurately determine training requirements.
 
Challenges
  • Increase ERP sales and training activities and reduce churn by developing deeper relationships with existing customers and a better understanding of their software and learning needs 
  • Help customers to optimize training budget, ensure efficient ERP use, and maximize return on IT investment by enabling them to pinpoint training needs by user, role type, and software function
  • Gain detailed insights into each customer’s usage of the company’s software to improve product development, account management, and the quality of post-implementation training
  • Drive customer ERP success by ensuring that stakeholders are aware of skill gaps in each application and can offer end users the specific training they need throughout the product lifecycle
Results
  • Increased training sales, software profitability, and customer satisfaction by using Oracle Eloqua Marketing Cloud Service to create an automated user experience survey that accurately measures individual user knowledge and a company’s overall efficiency of ERP usage 
  • Boosted training and consultancy sales by 18% and training participants by 21% by enabling customers to accurately analyze their software usage and identify specific learning needs within each application and across their organizations
  • Enabled the company’s training arm to deliver more targeted and relevant post-implementation training based on detailed customer feedback from digital surveys—leading to an increase in training satisfaction from 4.0 to 4.4 out of 5
  • Boosted competitiveness by leveraging a user experience survey based on Oracle Eloqua Marketing Cloud Service across multiple touch points—for example, guiding customers towards the survey during sales, account management, support, or training calls—resulting in increased software leads, sales, and training activities; minimized churn; and closer customer relationships
  • Enhanced customers’ adoption, satisfaction, implementation success, and return on investment by providing them with the necessary feedback and training with which to maximize their understanding and usage of their chosen Visma Software Oy ERP system 
  • Enabled the company to improve software product development and marketing and deliver better support and more targeted training by leveraging the results of digital customer surveys—for example, concerning which software features are being used, when, by whom, and how
  • Increased training efficiency by using the online automation features of Oracle Eloqua Marketing Cloud Service instead of manual processes to conduct hundreds of user surveys, collate the results, assess individual and team skill levels, and send reports to customer stakeholders—saving considerable time and eliminating errors 
  • Boosted customer engagement and satisfaction with the company’s ERP systems by offering a free ERP usage assessment tool which reveals a company’s training needs and expert users, helps decision makers take effective action in improving skill levels, and increases knowledge sharing among end users
  • Enabled customers to accurately identify training needs within each application by providing them with a post-survey online report detailing skill gaps by user, team, user experience, and role type, as compared to industry standards

 

Oracle Eloqua Marketing Cloud Service was the perfect environment for developing our user experience survey. Thanks to the versatility, ease of use, and automated processes that Oracle delivers, we have a unique solution supporting our software and training activities and driving our customers’ ERP success.

— Johanna Rakemaa, Training Manager, Visma Software Oy

About Visma Software Oy

Headquarters

 
Oslo, Norway

Employees

 
6,600

Annual Revenue

 
US$974 Million
Visma Software Oy is an independent business unit and part of the Visma Group, a software provider that covers 5 business areas corresponding with the company’s strategic positions in important segments: SMB, Enterprise, Retail, Government and IT & Hosting. Visma Software Oy operates 110 offices in 16 countries, with a strong presence in Northern Europe, and serves more than 760,000 customers.
Published:  Dec 14, 2018