Company background: Iress (IRE.ASX) is a technology company listed on the Australian Stock Exchange that provides software to the global financial services industry. The software products are used by more than 9,000 businesses and 500,000 users globally. Iress employs 2,200 people based in Asia-Pacific, North America, Africa and Europe.
Contact: Sara Row
Title: Community Lead
Related URLs: community.iress.com / https://www.linkedin.com/company/iress/mycompany/
Kudos Category: Best-in-Class: Community
1. Describe your community(s) and how you decided to start a community or grow/change it in the last year? (user request, Khoros suggestion, internal idea, etc) What is the purpose of your community?
Iress is a large global technology organisation with a vast software suite supporting the breadth of financial services from Trading to Wealth Management, and Lending to Superannuation. Our software suite is vast and comprehensive to help all of our clients deliver great service to their clients.
One of our company values is to help our clients and users perform better every day by making it easy to use our software. Our primary goals are to:
The Iress Community was built to help deliver on these goals. It allows us to scale our reach to our users providing quality information acting as the source of truth and reducing the number of people needed to deliver that message to the user.
As well as our primary goals, we have some secondary goals:
To help deliver this, new people were brought into the community team to strengthen and drive it forward both from within and outside of Iress bringing experiences of running communities as well as the knowledge of how Iress operates as a business and what our clients and users need.
2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations?
Following a live pilot community,, we needed to look at both building the new community using the Khoros platform but also how we migrate both content and members from the old Jive platform we were previously using as the trial. As Jive was brought by Khoros and Khoros had the scale to deliver to match our own growth plans, it was a natural choice for us to use this new framework.
The community and its mission were shared with our global executive group who helped promote this in their own areas. The mission for the Iress Community is aligned with the overall company mission so it’s easier to flow and deliver on that across the business. It is important that the community is a channel to the overall success of Iress.
To build a successful community that could scale and grow as our business and users grow, we established a strategy and set of tactics:
3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible
The Iress Community has added real benefit to Iress, both expected and unexpected. As the Iress Community is the first large global initiative that pulls information together into one place for all of our users, it has had both direct benefits for our users and indirect benefits by increasing the knowledge of our people.
Some successes from the community:
Some feedback from our members includes:
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