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Managing complex digital subscriptions to exceed customer expectations

Informa Business Intelligence

Informa operates at the heart of the Knowledge and Information Economy. It is a leading business intelligence, academic publishing, knowledge and events business. With more than 6,500 employees globally, it has a presence in all major geographies, including North America, South America, Asia, Europe, the Middle East and Africa and revenues of over £1bn.

Informa’s Business Intelligence Division selects CloudSense to transform customer engagement

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    Providing a personalized sales experience

    Informa’s Business Intelligence (BI) division has selected CloudSense to provide a personalized and integrated sales and digital delivery experience across channels.

    Informa’s BI division provides specialist data, intelligence and insight to businesses and professionals, helping them make better decisions, gain competitive advantage and enhance return on investment. BI offers a portfolio of more than 100 digital subscription products, providing critical intelligence to niche communities within six core industry verticals.

    BI is undergoing a growth acceleration plan through simplification and reorganization around priority verticals, improving customer engagement and transitioning from information and news to intelligence and insight products and services.

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    Delivering flexible and automated subscription lifecycle management across channels

    BI’s investments in digital products and vertical reorganization requires the ability to create flexibly priced offerings across new and existing intelligence and insight products which were previously fulfilled via multiple legacy solutions. To further improve their digital customer engagement objectives, BI sought to automatically provision friction-free subscription access to their customers and enable personalization to maximize the value of their products to individual users.

    To transition to a single platform, BI needed an overall solution that provided Configure Price Quote, Sales and Subscription Order Management, Product Catalog, Entitlement and Self Service capabilities, integrated together with a standards-based identity solution.  BI selected CloudSense’s Salesforce-native Platform to extend their use of the Salesforce Sales Cloud and to integrate these new capabilities with the existing Salesforce opportunity management and identity solutions.

    The CloudSense Platform will help BI’s sales, pricing, product and business operations teams to rationalize their data and provide a 360-degree view of customers, including past purchases, renewals and content consumption. This will enable BI to provide new product offerings, personalized content entitlements and recommendations and a seamless consistent customer experience across channels.

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    “CloudSense proved best equipped to provide the platform capabilities required from our target solution”

    Richard Peers, Head of Technology Platforms, Informa Business Intelligence said “CloudSense will provide us with the integrated platform capabilities we need on Salesforce to deliver on our business objectives. After a competitive selection process, the CloudSense Platform proved best equipped to handle the complexity of our digital subscription model and ensure we are providing an experience that exceeds our customers’ expectations in a continually evolving industry.”

    Richard Britton, CloudSense CEO, commented “We are delighted Informa’s Business Intelligence team selected CloudSense to extend their Salesforce capabilities. The CloudSense Platform will ensure they deliver customers the right products, real-time and at the right price for their sophisticated subscriptions model.”

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“The CloudSense Platform proved best equipped to handle the complexity of our digital subscription model and ensure we are providing an experience that exceeds our customers’ expectations.”

Richard Peers, Head of Technology Platforms, Informa Business Intelligence