Peachtree 2013 Annual Report Download - page 11

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Support
We are in regular contact with our customers over the telephone or online.
We have over 35,000 conversations with them each day on topics ranging from
accounting questions and advice on new legislation, to technical aspects of our software.
We also expand our support services during periods of peak activity, such as during the
tax filing season or when new legislation comes into effect, to help our customers when
they need us most.
Innovation
We’re bringing our customers the latest technology innovations to help them
run their businesses more effectively.
We’re harnessing the benefits of cloud computing, mobile applications and connected
services to bring our customers new experiences that offer greater flexibility, are more
cost-effective and fundamentally change the way they interact with their core
accounting system.
Choice
We understand that each of our customers is unique.
This is why we provide business software that can accommodate a range of needs,
circumstances and preferences. Our product offering includes solutions for accounting,
ERP, payroll, tax, practice management, accounts production, integrated CRM,
business intelligence (“BI”) and payments. They are available under a range of different
pricing options and an increasing number incorporate connected features and services,
or are hosted entirely in the cloud.
In an era of technological change, we believe our customers value the flexibility we give
them to embrace new features, services and relationships with us whenever they decide
they are ready to do so.
Brand
Sage has been providing businesses with accounting, payroll and tax software
for more than 30 years.
The Sage brand is synonymous with supporting small and medium sized businesses.
Together with our business and accountant partners, we work to identify the real
businesses challenges that affect our customers by seeing things from their perspective.
We use this insight to bring them clarity and confidence through the products and
services we offer. By striving to be our customers’ greatest supporter, we remain their
trusted partner.
Localised products and services
Business legislation differs from one country to another, is often complex,
and is always evolving.
We tailor our products and services so that our customers can manage the local
business and reporting challenges that are relevant to them.
Our skill at localising our solutions has allowed us to contend with the range
of legislative differences that exist across the world.
Measuring our success
Delivering an extraordinary
customer experience is
very important to us.
Our customers choose
us because we meet
their fundamental needs
successfully. It is important
that we continue to do this,
which is why we measure
how satisfied our customers
are with what we do using the
Net Promoter Score (“NPS”)
system. We have made
significant improvements to
both our product and service
scores this year, some of
which are best-in-class, which
proves to us that we’re still
focusing on the right things.
9The Sage Group plc | Annual Report & Accounts 2013
Financial statementsGovernanceStrategic report