Case Study: IRIS Software Group achieves process visibility and improved customer touchpoints with Netcall Liberty Spark

IRIS Software Group - Customer Case Study

IRIS Software Group, a global provider of cloud-hosted software solutions and services, was managing growth across acquisitions and business units with more than 20 CRM systems, multiple billing systems that did not connect, and processes that varied by product line. Key knowledge was scattered across tools such as PowerPoint, Excel, and Visio, making change management difficult.

IRIS Software Group adopted Netcall’s Liberty Spark process mapping and improvement solution to map its order-to-cash process and document end-to-end customer journeys. Working with Netcall, the team identified more than 600 improvement opportunities, mapped 150 customer touchpoints, and documented 550+ processes, with 283 already completed; they also centralized 20+ CRMs into one system, including billing, and fixed 87% of broken customer touchpoints.

IRIS Software Group

Jenna Taylor

Senior Business Analyst – Transformation Team