We score an 8.9 for reliability

At BPM Company, we believe that delivering added value begins with listening to our customers. Our 2024 customer satisfaction survey has not only brought us many wonderful compliments but also provided valuable insights to further enhance our services. In this article, we share what our customers appreciate and how we can work together to achieve even better collaboration.

What do our customers appreciate?

One of the key findings is that customers greatly value our collaboration, thanks to our open communication and reliability. They see us as a trusted partner that consistently delivers high-quality professionals and expertise. This is reflected in our impressive 8.9 score for reliability—a rating we are very proud of. Additionally, our approach to deploying consultants, such as for establishing Centers of Excellence (COE), is considered highly effective and valuable. It’s clear that our focus on quality and engagement is deeply appreciated.

We are delighted to see that our efforts over the past year are paying off. Our overall service is rated at a solid 8.3, and we’ve seen noticeable improvements across our scores. For instance, our professionals received an 8.5 this year. All metrics show an upward trend compared to last year—a result we’re thrilled with!

Where can we improve?

However, our customers have also provided constructive suggestions to help us add even more value. For example, there’s a desire to make better use of our local presence. By being more physically present and collaborating closely with customers from their perspective, we can better address their specific needs.

Additionally, customers have expressed a need for greater knowledge sharing from BPM Company and increased visibility of our expertise—not only regarding the Pega platform but also about the experiences of other clients. Proactively sharing this knowledge helps our customers gain new insights and foster innovation.

We also plan to further optimize our successful secondment offering. Valuable feedback has been received on how we can enhance guidance and evaluation moments within this offering.

Our plans for 2025

The feedback from the customer satisfaction survey inspires us to elevate our collaboration with customers to an even higher level. We see this as an opportunity to make a greater impact together. By leveraging our strengths and actively addressing areas for improvement, we are building a future in which we can better support our customers.

Based on the feedback, we will implement the following concrete action points:

• Strong focus on quality: We will maintain and improve the quality of our consultants. While we aim to grow further, our standards for new hires remain exceptionally high. Through internal Pega Practices and our BPM Company Academy, we will continue to develop our internal expertise.
• Proactive knowledge sharing: Value workshops and strategic meetings will play a crucial role in shaping long-term visions and strengthening customer collaboration. By being present with customers more regularly, we can proactively contribute to their future plans.
• Customer event: In Q1 2025, we will host an inspiring Customer event, where clients, colleagues, and Pega consultants can connect, share experiences, and discuss the latest Pega developments.
• Increased customer interaction: With the appointment of an experienced delivery director, we will enhance our involvement and actively contribute to our customers’ future success.
• Expanded training courses offerings: By organizing more open-enrollment training sessions through our Academy, we aim to help customers further develop their own expertise. Our secondment offering will also actively contribute to building in-house knowledge and expertise.

With these actions—and by maintaining the level of our services—we aim to deepen our collaboration in the coming year and further strengthen our role as a loyal knowledge partner.

Thanks to our customers valuable feedback, we continue to grow and improve. Together, we aim to build a partnership that truly makes a difference. Do you have ideas, questions, or want to learn more about how we can support your organization? Feel free to reach out and contact us.