Creating a customer-centric symphony with a united Ideagen identity

Rebecca Watson Date published: Jul 06, 23

In an orchestra, every instrument has a role to play. Directed by a conductor, and guided by the composition, musicians work individually to create a cohesive and harmonious sound. If the audience knows the piece being played, they understand how each individual instrument contributes. And if it’s new to them, they can appreciate how the instruments can move from creating loud powerful sounds, to soft gentle melodies.

This metaphor is the perfect illustration of why Ideagen has recently made changes to unify the look and feel of our solutions, making them instantly recognizable as Ideagen - a trusted name in regulatory and compliance software. Previously we had a number of individual product names and our solutions looked different. Does this matter? Well like the orchestra, it’s all about the audience.

Responding to our audiences

Ideagen specialize in solutions for regulated industries, all of our products are designed for compliance. Most of the organizations we work with have audit, risk, quality, safety and collaboration needs. Some of our customers have a number of our solutions, but may not have known previously they were all part of the same trusted provider. Similarly, other customers might have one of our products that they love and works brilliantly for them, but could have a different challenge in the future that requires another type of solution. A unified brand means that customers can quickly identify the value proposition and benefits of our software, saving time and resources. Knowing a product is part of the Ideagen family of solutions gives them confidence in that capability.

As well as trust and being easier to do business with, there’s also recognition and scalability to consider. This year Ideagen grew our food and supply chain capability with the acquisition of Ideagen Qadex (now part of Ideagen Quality Management) and stepped into a new industry with the acquisition of maritime safety solution Ideagen Tritan. Having a broader more recognisable brand helps us to scale our business and continue to deliver world-class solutions to customers around the globe.

Playing our part well

Another important characteristic of an orchestra, is how each instrument is there, on stage, for the entirety of the piece, ready to play their part at the right moment. This mirrors another new development in the pipeline. We are simplifying how customers access their solutions bringing everything into one place, Ideagen Home, and will introduce single sign-on (SSO) for easier access. This is particularly beneficial to those customers with more than one Ideagen product, as they will be able to access the tools they need to ensure operations stay safe, protected and compliant from one central place, and easily add to their portfolio of solutions, when the need arises.

Amplifying customer voices

Customers will also be able to access our new Ideagen Community, a place for regulatory and compliance professionals to connect with their peers, access and share information and chat with Ideagen and customer experts. Information including product-specific topics, frequently asked questions, training resources and product roadmaps, will all be accessible through Ideagen Community.

Regardless of how well the musicians know the piece, it’s the role of the conductor to lead and guide the orchestra, ensuring that all the different elements work together seamlessly and in unison. For our customers, the website has been updated and restructured to be that instrumental focal point. Like a new arrangement of an existing song, the website will enable customers - by industry, or specific compliance need – to understand which solutions will best support their operations. And like a musical score, an A-Z of old and new products has been created as a helpful guide to anyone wanting to understand what their existing solution has become.

Creating a harmonious experience

The Ideagen brand unification is a significant step towards creating a harmonious customer experience. By consolidating all our products and services under one strong and unified identity, we are better positioned to deliver a seamless and consistent customer journey. Through Ideagen Home, our customers will have access to a broader range of solutions that can be added more easily into their existing capabilities and leverage the collective strengths of our Ideagen Community expertise, saving them valuable time and resources.

Just like an orchestra, where every instrument plays its part in creating a beautiful symphony, the Ideagen brand unification brings together our collective organisational and customer strengths to create a powerful and cohesive whole. We are now better positioned to drive innovation, deliver even stronger solutions and deepen our relationships with regulated and high-compliance industries. We are excited about this new chapter and look forward to continuing to support our customers to create a safer world.