Introducing a new system doesn't always have to be pain

IRESOFT was preparing the launch of a new generation of the information system for social service facilities such as homes for the elderly. The CYGNUS system is a comprehensive solution for managing the agenda related to the care of clients and employees.

The new version of CYGNUS 2, apart from a completely modernized interface and improved functionalities, also brought an increase in the regular fee for software rental and services that IRESOFT provides to its clients in connection with the operation of the software. For their users (from directors and directors to accountants and health and social care workers), this meant a lot of changes and innovations to the system they were already used to. So how can we ensure that this change goes smoothly and in line with user requirements and expectations?

Do you know your target audience well?

Although IRESOFT knew their market intimately, they were aware that customer needs are constantly evolving. To maintain a positive brand perception, they chose the path of in-depth user research as the basis for a new communication strategy.

The solution lies in knowing and understanding the users

In order to achieve the desired effect, we conducted a series of in-depth interviews with users on-site at their workplace. We included both supporters and opponents of the new CYGNUS 2 solution. We talked to them and watched them at work to get an idea of how they perceived their work with the system, their collaboration with Iresoft and the new Cygnus. This approach allowed us to get a comprehensive view of:

• the actual use of the system in practice,
  
• perception of the new version of the solution,
• customer satisfaction with IRESOFT.

The path to lovebrand

The presentation of our findings led IRESOFT to:

• strengthening customer care,
  
• introducing more frequent personal visits to clients,
• better responsiveness to client requirements,
• more efficient implementation of new features.

Today, IRESOFT is even further ahead thanks to this reboot. It is proactively coming up with product innovations based on data, personal experience and current trends, thus pushing the collaboration with its customers beyond their expectations.

Deeper understanding of customers through research

The research yielded surprising insights into user behaviour and usage patterns of the CYGNUS information system. Such data cannot be obtained simply by remotely monitoring anonymous users of the system. IRESOFT proved that even an established company can benefit significantly from a deeper understanding of its customers. This approach not only facilitated the transition to the new version, but also strengthened the company's position in the market and opened new avenues for innovation and further growth.

Our analysis reinforced IRESOFT's commitment to being a distinctly customer-oriented company. Thanks to the research, they tuned in to the same wave with the users of their information systems, understanding their roles, motivations and desires.