OpusCapita customer survey 2024 key findings
10.04.2024
Life after major platform renewal and customer migrations has started successfully – very positive feedback from customers
OpusCapita recently undertook a comprehensive customer survey to gain insights into customer priorities, perceptions of the company, and the impact of recent migrations to its new platform.
Conducted in February-March 2024, the survey involved in-depth interviews with 24 customers, collectively representing approximately 20% of OpusCapita’s revenue. These customers, primarily situated in Nordic countries, were selected from the Business Network and IPA segments, many of whom had recently undergone migration to the new platform within the past 3 years.
Generally, customers were very satisfied. 92% of the interviewed customers gave a score between 5 and 7 on a scale from 1 to 7 to a question: “How satisfied you are with OpusCapita and its solutions overall today?” Even more importantly, customers gave a positive Net Promoter Score (NPS) of +25, indicating a high likelihood of customers recommending OpusCapita’s solution to others.
Satisfied customers have highlighted the strength of their relationship with OpusCapita, also mentioning user-friendliness and substantial improvements on the new platform compared to the old one. In fact, the majority of customers interviewed reported an increase in satisfaction since migrating to the new platform, attributing this largely to technological advancements.
“We have a very good relationship with the people. We feel taken care off and they pay attention to our needs” – CFO, OpusCapita customer
“With the previous version, we had occasional problems but after the migration, the performance has improved” – Finance Director, OpusCapita customer
“I’m satisfied as the solution is very user-friendly and I have not heard any complaints from colleagues. Experience is great, especially comparing it to other systems” – CFO, OpusCapita customer
An impressive 90% of customers have expressed confidence in the improvements brought about by the new platform, citing benefits such as enhanced speed, increased automation, and superior user experience. Despite some customers perceiving the migration as forced, the vast majority were highly satisfied with the process, underscoring OpusCapita’s proficiency in managing transitions seamlessly.
“We saw the need for an upgrade as our processes were quite outdated, so the migration came in handy. We had a dedicated team working on it while we also received support from qualified OpusCapita consultants” – IT Manager, OpusCapita customer
“We migrated due to OpusCapita notifying us that the old platform will no longer be supported. This resulted in additional costs but the migration process was well done. People from Finland and Poland were of great help” – Finance Director, OpusCapita customer
“Performance overall has improved since migration” – Solution owner, OpusCapita customer
Particularly noteworthy was the high satisfaction among new customers directly implemented onto the new platform, highlighting the importance and success of the strategy to renew the platform starting already few years ago.
When asked about key purchasing criteria (KPC) and reasons for choosing OpusCapita, customers highlighted several key factors including ease of use, technical capabilities, breadth of offering, reputation, and flexibility in configurations. Good value for money got mixed scores, some mentioning that it can always be better, but still most highlighted strong value for money.
In the customer survey, areas for improvement were also identified, including the need for faster and more experienced customer support, and further enhanced global coverage. Some customers mentioned challenges with releases after migration.
OpusCapita comments on the customer survey findings:
“We are thrilled to see that customers have responded positively following the migrations. We understand that it hasn’t been an effortless journey for anyone involved. Recognizing that there are always areas for improvement, we’ve taken all customer feedback seriously. Our commitment remains steadfast in continuously developing state-of-the-art solutions and providing extended geographical coverage with our services to meet our customers’ needs,” says Heikki Pulli, Sales Director.
“We encourage our customers to continue providing feedback, as it serves as a valuable tool for our ongoing improvement. Activities aimed at enhancing the customer support experience further are currently underway. For instance, we’ve implemented product-specific training programs focusing on both technical aspects and business needs. This initiative has already begun and is progressing according to plan with additional activities currently underway”, says Kati Kaivaara, Head of Customer Service.
Looking ahead, most customers expressed their intention to increase their usage of OpusCapita’s solutions. Furthermore, there is a collective expectation among customers for a significant shift from paper to e-invoices in the years to come, indicating a growing reliance on digital solutions in the evolving business landscape.
In conclusion, OpusCapita’s customer survey has offered important insights into customer perceptions and preferences. It has also reinforced the company’s commitment to prioritizing excellence in delivering modern and reliable services that support customer growth and digital adaptation.
We extend our sincere gratitude to all our interviewed customers. Your feedback is invaluable, and we are dedicated to leveraging it to further enhance our services. We eagerly anticipate the opportunity to continue serving you with excellence in the future!
