IRIS Software Group

1.0

May 6, 2024

Recommend

CEO approval

Business outlook

Pros

If you are part of another company and join as part of an acquisition, you might get some good benefits and keep a good company culture for a year or so until it is fully taken over by IRIS.

Cons

When I started in this role, it was a customer support role which included some calls here and there, mainly troubleshooting via email, holding live demos, writing FAQs - it encompassed a lot, but you wouldn't burn out as the job was so varied, and you felt you were genuinely helping clients and making a difference in their day. The clients were really friendly and grateful and you would build friendly rapport with them; it was a genuine pleasure to talk to them. Now, the role is essentially a complaints line. This is due to the software itself going downhill due to poor management. Most of what we do now is deal with clients on the phone who are extremely frustrated because they've either been forced into a much longer contract in a non-transparent way by sales, or they've been lied to about what the product does - or, frankly, the product just doesn't work, because all resources have been moved away from the product. The worst part is that you will sympathise with the clients and be just as frustrated as them, but you have absolutely no power to change anything - that, or, the client will take out their anger on you. My team and I tried for years to make some change, be the customer's voice, get someone to care - eventually becoming disillusioned when nobody would listen, as they were still making enough money that it wasn't a problem. A lot of management has failed upwards, in my opinion. Very few opportunities for development, even though this is one of their biggest promises. If you're starting in a higher role though, you might like this company, as it seems they will invest more into you. In general, my impression is that the company is solely focused on buying out every competitor. Instead of investing in its people or its existing product, it invests in more and more companies, with a laughable acquisition process that will leave the new teams lost, and most people from them will leave soon after they are acquired. If you expect to not be able to make any change, but want a stable position even though it's with unhappy clients, then you might not be as disappointed as I was - perhaps their biggest improvement would be to manage expectations for their acquisitions.

IRIS Software Group Response

Thank you for taking the time to leave a review, although we are surprised and disappointed by your comments. We are very proud of our extensive track record of growing via acquiring fantastic organisations with great people who enable us to provide a greater range of products to our customer base. We only buy successful companies in order to invest in them, help them grow, and continue their success. We have also refined our acquisitions and integration processes through experience and are now proud to have a dedicated team within IRIS focused on welcoming new businesses into the IRIS family. This includes inviting them to join our competitive benefits package, monthly Peakon surveys and site updates, and taking the time to get to know employees so we can benefit from their shared expertise. We appreciate that we are a fast-paced and growing company and are constantly working hard to integrate our acquisitions into the IRIS family in a welcoming and effective manner. We’re delighted to be committed to nurturing and developing our people, maximising the opportunity for everyone to be the very best version of themselves. Within the last 6 months we have innovated and enhanced our offering, with the launch of our Learning Management System (LMS), ‘Learning with IMPACT’, our Elevate personal growth pathway, and our leadership pathways. We’re delighted to have 3,313 hours completed by our staff on our LMS within the last 6 months, as well as 184 sessions that were delivered in this timeframe by our L&D team. Our 15 Elevate modules, designed based on employee feedback, cover all aspects of your personal growth. They are run virtually for all employees globally, regardless of career level, and we’re thrilled that in the last few months, we have had over 150 people attend a workshop. We’re always learning from your suggestions too, and based on feedback we’ve added a new workshop to the list called: Navigating New Horizons: Embracing Change and Team Integration. Currently, we have 15 workshops on offer and the dates for this quarter are now live. With an average rating for these workshops at 4.96/5, we would really encourage you to take a look and see which topics you could benefit from developing in. Our 5 leadership pathways operate at all levels of management, from ‘Preparing to Lead with IMPACT’ for aspiring leaders , to Inspiring Teams with IMPACT for experienced leaders. We’re delighted that two of our leadership programmes are recognised by the Chartered Management Institute (CMI). So far, we’ve had 442 attendees on our leadership workshops across three programmes. Finally, we’re very proud of our fantastic products and tech stack that provide first-class solutions to our customers around the world, and to be pioneering next generation and cloud-native software. We conduct regular customer surveys to gather valuable feedback on what we are doing right and where we can prioritise and invest in development and innovation to drive continuous customer-focused change across the business. We do this through a Net Promoter Score (NPS), which is an industry-recognised index that measures the likelihood of our customers to recommend our products or services to others. We are delighted to have improved our NPS score over time, growing to +22 across our products, with an NPS of +40 Accountancy and +20 in HCM divisions. We’re always looking for ways we can be the best we can be, and we would welcome any further suggestions. Please speak to your HR representative or leave a comment in our next Peakon survey. Kind regards, the HR team.

Chaotic acquisition and bad management - Customer Advisor IRIS Software Group Employee Review

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