News | July 19, 2021

IFS Acquires Customerville

Customerville to be integrated into the IFS Cloud proposition helping IFS customers increase engagement with their own customers, improve revenue and profitability, and drive product, service, and outcome innovation

IFS, the global cloud enterprise applications company, announces that it has acquired Customerville. Design-Driven Feedback technology provider, Customerville, is an award-winning feedback platform that elevates feedback and listening across the entire customer journey, blending technology, design, and behavioral science to emulate how people naturally share and respond to feedback.

The acquisition further cements IFS’s commitment to deliver the capabilities organizations need as they shift their business models away from selling products alone. As companies increasingly focus on design and innovation for service, they are asking for capabilities that help them understand their customers and their needs better and maintain a dialogue over time. With the acquisition of Customerville, IFS is responding directly to this need.

Darren Roos, IFS CEO, commented: “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.” Roos continued “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.”

Max Israel, CEO of Customerville, commented: “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.” Israel added “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.”

Customerville surveys are beautifully designed, thoughtfully structured and aligned to the customer journey to create an engaging experience and provide insights decision-makers can act upon. The value is not limited to customer engagement and can extend to create better engagement internally with stakeholders, people, managers, employees as well as throughout the ecosystem with partners, suppliers, and others that impact success.

With its main operations based out of Seattle, WA and in Valencia, Spain, Customerville offers an advanced survey tool which transforms data into an interactive Design-Driven Feedbackplatform. The offering is designed to generate significantly higher engagement and response rates from customers and address the declining feedback rates resulting from the quarter of a trillion surveys sent out globally every year. Customerville has a comprehensive solution that integrates feedback collection, analysis, distribution, and action into a single, interconnected platform, to help understand and improve CX.

About IFS
IFS develops and delivers enterprise software for companies around the world which manufacture and distribute goods, build, and maintain assets, and manage service-focused operations. Within our single platform, our industry-specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers—at the Moment of Service. The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognised leader and the most recommended supplier in our sector. Our team of 4,000 employees every day live our values of agility, trustworthiness, and collaboration in how we support our 10,000+ customers. For more information, visit ifs.com.

About Customerville
A pioneer in the CX field, Customerville fielded among the first real-time CX surveys on the internet. Today, feedback platforms powered by Customerville’s Design-driven Technology Stack can be found across a dozen industries, millions of customer interactions and in over 20 countries. Customerville’s award-winning CX platform elevates quality listening across the entire customer journey, blending technology, design, and behavioral science to emulate how people naturally share and respond to feedback. For more information, visit Customerville.com.

Source: IFS North America