Customer feedback survey VIRAGE Group 2023

Every year, we ask our customers for their opinions on their relationship with VIRAGE Group . This is an opportunity for our customers to give us feedback on what they appreciate about our offerings, their expectations and suggestions for future developments.
Discover this overview of all facets of the VIRAGE offering.
From software, our core business as a publisher, to support, consulting, training, communication and administration.

If wehad to remember just one figure: 93% of our customers would recommend Project Monitor to a friend (up 5 points on 2022).

About this 2023 survey:

• Survey conducted from November 13 to December 10, 2023
• +110 individual interviews conducted with Project Monitor and Perf Monitor
• Interviewees' professions : PMO, CIO, Deputy CIO, Project manager, Program manager
• Reflecting the diversity of our customers, all sectors are represented: industry, retail, administration, service companies, insurance, etc.
• How we use our solutions: customers with SaaS platforms or on-premise configurations

Evaluation of the Project Monitor application from a functional point of view (functionality, ergonomics, etc.)

In 2023, VIRAGE Group launched a major new version of Project Monitor - Version 7 :

• Redesigned ergonomics to enhance your experience and save you time when using the software.
• Improved pathways, for easier access to the information you need (pins, simplified menu, improved search).
• Enhanced support, to help you get to grips with the tool or new functions.
• A more accessible application, with keyboard shortcuts, improved keyboard navigation and enhanced contrasts.

"Software that is easy to master

" Very good for ergonomics, adaptability, time tracking and data exploitation".

"I like the ergonomics, the recentralized administration part, and the global menu is a gain in fluidity".

"Interesting on the portfolio scenario part".

Training and support services

VIRAGE Group is a software publisher and integrator. Choosing VIRAGE Group means adopting a tool, as well as a team to help you implement the software.
To provide users with the best possible support in managing their project, we involve our consultants directly in the field.

Our customers praise the professionalism and commitment of VIRAGE Group consultants.

"Clear answers to needs"

"The consultants are very good, excellent!"

"Very good work done"

Some customers informed us during the survey that they would need more follow-up and case studies after the initial training:

"Training not enough, need to come extra"

In this respect, VIRAGE Group suggests setting up a "PMO café" service. A consultant is then available to all users to answer questions. This could take the form of 2 half-days over 6 months, for example. Thematic training workshops can also be offered as half-day options, for example on Planning, Resources, Budgeting or Reporting.

Customer support

In charge of tickets reported to support, the team is responsible for handling customer feedback. Support is an essential cog in the wheel of customer interaction. As the point of entry for any difficulties encountered, support is at the interface between the various departments.

"I'm really happy with the support, it's really efficient, really top notch.

"It's great, I'm really happy. The answers are of very good quality. The service has improved a lot.

"It's quick, they're there. It's easy to get an appointment when there are problems. They close pretty quickly.

Account managers

The Account Manager is the sole and privileged contact for customers once they are in RUN. His or her main role is to represent customers and guarantee their satisfaction, accompanying them throughout their journey with Virage Group .
He or she is the preferred contact for customers. In addition to traditional channels of communication such as technical support or administration, he or she is available to discuss support needs, new uses, difficulties in adopting the tool, sharing the experience of other customers, functional improvements included in version upgrades, events and news Virage, and so on. Its aim is to define your road to success with Virage solutions, and to support you along the way.

Our customers appreciate the relationship with their account manager:

"Responsive and good advice"

"Efficient and fast"

"Good understanding

"The customer is at the center of attention".

Sales administration (follow-up of quotations and invoices)

Our sales administration teams are there to support you with administrative tasks, quotations and invoicing. Our customers are very satisfied with this support. Admittedly, this is not the first service you think of when dealing with a software publisher. But for us, it's a matter of course to take the utmost care and offer you precise, tailor-made follow-up of your contracts.

"Available, serious and of very good exchange"

"Subject dealt with on time, good follow-up"

"It's great the speed, they got the quote the next day".

The marketing and communication system

Our experts regularly organize events to keep you up to date on new products and uses:

• Webinar co-hosted with customers or partners
• Events: the Virage Days in Nantes 2023 was particularly popular this year.
• Case studies

"Exceptional!

"Carry on like this!"

"Webinars very good"

In our survey, 37 of you agreed to testify for 2024. Thank you, we'll be in touch!

Magenta, the new community space

Magenta is a one-stop shop for all resources and services Virage.

Magenta's main features :

• Keep up to date with all the latest news: products, updates, events, maintenance and new resources...
• Easy access to all resources: downloadable guides, webinar replays, feedback and masterclasses.
• Schedule appointments and share confidential documents with the account manager.

"I appreciate the availability of information".

"It's good to have everything back on Magenta".

That's great, but we want to do even better!

That's why the survey also enabled our customers to come up with specific requests for improvement, which we will be responding to in 2024:

"I'm having trouble finding information": We're planning to improve the search engine to make it easier for you to find what you're looking for!

"There is a lack of visibility on the upcoming roadmap": We plan to give you more visibility on the product roadmap within Magenta.

"The interface still needs fine-tuning": We're currently working on an ergonomic upgrade to make the platform more intuitive and accessible.

Beyond the survey

Giving our customers a voice is also an opportunity for them to give us feedback on areas for improvement or development.
All these elements will feed and inspire our actions for 2024.
We are already working on :

• the next versions of Project Monitor and PERF Monitor to reinforce their ability to support your control system
• schedule webinars, masterclasses and feedback on customer projects
• events to increase opportunities for community members to meet each other
• Magenta upgrades for more services and simplified access to resources

See you at the 2024 customer survey!