Percipient’s Kody Devlin talks us through how customer feedback is incorporated into Sage Intacct’s product roadmap, and why its collaborative community focused ethos ensures continuous improvement and performance for hospitality CFOs

Community and collaboration are part of Sage Intacct’s DNA. Its user-friendly interface brings both finance and non-finance teams together to access intelligence from which to enhance planning. And from a development perspective, its multi-tenant architecture, whereby a single software instance operates in a shared environment, means that regular, quarterly functionality updates ensure continuous relevancy and improvement.

Perpetually Current

Sage Intacct’s product roadmap incorporates the best, latest technologies, regulatory compliance updates and fixes, and is heavily influenced by the Sage user community.

Sage Community represents a forum where customers can discuss and raise issues. Whether it’s escalating an issue or talking to peers about solving problems, or merely flagging a piece of functionality which would enhance a given process, it sees the Intacct community converge to solve problems and boost performance.

From forum discussions which share ideas and experiences, to signposts towards documentation, new tips and tricks, and support tickets, there are a wealth of options designed to optimise the user experience.

Users can utilise features within community such as voting new functionality up or down, bringing a gamification element to the platform to encourage discussion and feedback.

It also flags new assets, webinars, training or events to bring opportunities for further learning or inspiration into the hands of customers. Not only does this ensure customers experience value and maximise ROI, but it allows those users only accessing partial functionality within the system to optimise Sage Intacct’s full potential.

Shaping the Product Roadmap

Sage takes on board the discussions to feed into roadmap direction and influence new features at various intervals down the line. The product teams collate and evaluate feedback from multiple sources to prioritise and re-prioritise product development and updated features based on feedback.

Partner Power

Reinforcing this feedback loop, Percipient collaborates and lobbies for those enhancements being flagged by customers. Any features which are requested by multiple customers for example, can be collated and presented in a way which, because of the team’s strong relationship with the Sage team, is amplified.

As a Gold Partner and Sage Intacct UK Partner of the Year 2024, the scope and depth of our relationship with Sage means that we ensure our customers’ voices are heard. Our customers trust us to be their ambassador, and Sage trusts us to feedback on the issues most pertinent to our customers. It’s a virtuous circle focused on a win-win scenario.

We live and breath Sage Intacct, hospitality, digital transformation, and our customers’ experiences and journeys. This continual feedback loop is instrumental in ensuring both optimum customer experiences and future-proofing the system in a world where change is the only real constant.

Continuous Improvements

When customers buy into Sage Intacct, in our experience they love the level of input and interaction it comes with, and the fact that it is continuously evolving and improving to better meet the needs of the hospitality industry.

We like to think we supercharge this capability, liaising with our customers and peers within Sage to steer these improvements based on what we see. Perhaps most importantly we get to be advocates for our customers in optimising their experience of working with the system.