2021 Customer Awards: Intuit (Intuit Accountants) - The Accelerator

2021 Customer Awards: Intuit (Intuit Accountants) - The Accelerator

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Company: Intuit (Intuit Accountants)

Company background: Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. Serving approximately 100 million customers worldwide with TurboTax, QuickBooks, and Mint and Credit Karma, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Contact: Matthew Knell

Title: Principal PM, Out of Product Experiences and Intuit Communities

Related URLs: https://proconnect.intuit.com/community/community-ideas/idb-p/601

Kudos Category: The Accelerator

1. Please describe your company and your initiative.
The Intuit Accountants team offers a suite (Lacerte Tax, ProConnect Tax, ProSeries Tax, EasyACCT Write-up) of tax software solutions that enable more than 350,000 tax and accounting professionals to make a difference for their clients.   This group of professionals is always vocal about how we can improve our products, services, and community experiences.   As a result, we introduced Idea Exchange, a Khoros integrated customer feedback solution, that created an induction process and established a reoccurring cadence with the product management community to deliver customer delight.

2. What was the “before” state? What challenges did you have to overcome?
Prior to Idea Exchange, the Intuit Accountants Group relied on the use of UserVoice. UserVoice was not updated to reflect our community’s design and was often overlooked by our product development team. With Idea Exchange, we wanted to start fresh: our team worked with our 3 product development teams to establish an end to end process on considering, replying to, and implementing ideas, starting with the customer experience and ending with how we communicate with the dev team.

3. What were the results? 

Idea Exchange Results in 2021 YTD

  • Over 800 ideas submitted with 3100 total votes
  • More than 20 ideas were selected and implemented in-product
  • Over 200k page views by more than 75k+ visitors

Feedback from ProSeries Product Manager

  • Amplifies the voice of the customer to show what product ideas customers are interested in seeing in ProSeries. 
  • Helps the PM community see what ideas customers are most passionate about (by being able to vote on ideas)
  • Integration with community makes tying ideas to a customer and following up easy since customers use their connected services login for community.

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