Customer Success Management is an integral part of the culture that drives us. It is not defined by a single person, a team or a tool – it is part of the fabric of everything that we do. Customer Success means keeping our promises, building trusted partnerships, and enabling clients to achieve outcomes that matter.
A customer-first approach is what differentiates companies in an increasingly competitive market. Today’s forward-thinking and customer-obsessed companies should be focused on establishing whether their vendors, suppliers, and partners are equal advocates for Customer Success.
Expert Strategies for Customer Success
Our vision is simple: every client should realise the full value from the products and services that we provide during the lifetime of our partnership and beyond. Through expert guidance, proactive support, and tailored strategies, we focus every action on achieving outcomes that directly align with your goals.
Four-Stage Approach to Customer Success
There’s no fixed point to begin your Customer Success journey. Our clients can engage one of our Customer Success experts at any point in their journey with us – whether right at the start of the partnership, during the solution lifecycle, as a dedicated one-off project, or as a series of engagements.
Wherever you begin, we follow a proven four-stage approach:
Onboarding: identifying the key issues and challenges.
Discovery: learning how your business operations, ways of working, and challenges.
Success planning: creating a tailored plan that addresses priorities, key focus areas, measurable goals, and required tasks.
Business transformation: driving change, educating your team, and adopting new products and enhancements.
An investment in Customer Success is an investment in your customer journey.
Strategic Approach to Success
At the heart of our Customer Success Management strategy is a jointly-developed, straightforward, and robust success plan that focuses on driving maximum value from your existing solutions.
We take a proactive approach that anticipates your needs and sets in place a clear plan of initiatives and actions. We do this by working closely in partnership, allowing us to earn your trust and understand where you want to take your business so that we can map your path to success together.
A Trusted Long-Term Partner
We build trusted partnerships with our clients. We want to work with you to maximise your existing investments, not just sell you another piece of technology.
Whether your goals are digital transformation, revenue growth, risk reduction, or productivity improvements, we support you every step of the way. We take time to understand your business, define success on your terms, and continuously refine our roadmap to keep you on track.
Resources
eBook
Success, or delivery of success, is A COMBINATION OF PEOPLE, PROCESS AND TECHNOLOGY.
Article
Customer success – turning the concept into a reality. Adopting a customer-first focus can be a key differentiator.
Begin Your Journey to Customer Success
Our ethos of providing exceptional customer contact solutions drives everything we do.
We are committed to helping our clients with their Customer Success strategies and are constantly evolving our methodologies to make sure the Customer Success Management service we offer remains exceptional – keeping ahead of evolving client needs, new technologies, and customer demands.
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”
Orla McGivern
Customer and Insights Senior Manager at Northern Ireland Water
“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”
Jonathan Evans
Technology Transformation Manager at Hodge Bank
“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”
Rashpal Degun
Communications Manager at DialAFlight
“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”
Paul Kenyon
Connect Services Manager (Data & Voice)
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In today’s hyper-connected world, data is currency, and privacy is power. For any organization handling personal information, safeguarding that data is central to earning and keeping customer trust.
Upcoming Event
1st October, 2025
AI: The Next Evolution of Heroism is an immersive, one-day event. Through live demos, expert discussions, and real-world stories, you’ll discover how to lead AI transformation from the inside out.
