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ABOUT AUREAWHAT TO EXPECTCLIENT SUCCESSWelcometo AureaAs a new Aurea client, you probably have questions about who we are,what changes you can expect, and what this acquisition means for yourtechnology investments.from new clients like you and compiled them into this guidebook.We hope you find it helpful as we work to make your transition as smoothSUPPORTTo help answer them, we’ve taken the most commonly asked questionsas possible.We truly look forward to serving you, and to earning your trust, loyalty,and partnership.CONTACT
ABOUT AUREAquality solutions and acquire companies with great products and clients.With Artemis, we’ll apply our proven transformation process to deliver thebusiness outcomes you demand.Step 1: Acquire and partnerOnce we acquire a new company, we work tirelessly to earn yourtrust — partnering with you to create a valuable new relationshipCLIENT SUCCESSAt Aurea, we’re a different kind of software company. We build highWHAT TO EXPECTWe’re the technology behind some of theworld’s greatest customer experiencescentered on your success.Our entire model is built around your success. It’s a simple and highlyeffective three-step process:Step 2: Strengthen for successdependability that form a foundation for adding new value and featuresto your existing investments.SUPPORTNext, we make major improvements to product quality andStep 3: Innovate and GrowFinally, we invest deeply in modern, forward looking architecture to drivemassive improvements in speed, ease-of-use, mobility, and more.CONTACT
ABOUT AUREATop questions from new Aurea clientsHow big is Aurea?Today, Aurea has over 1,500 employees and 4,000 clients acrossyear, adding new clients, teams, and offerings.Where are you physically located, and do you have global locations?We’re headquartered in Austin, TX, where we’ve been for nearly 30years — and have a presence in most of the major cities where we dobusiness in North America and Europe.We put our existing clients firstOur name isn’t the most well-known in the business — and that’s bydesign. While other software companies invest heavily in advertising,marketing, and public relations, we prefer to invest our dollars insteadtoward product development, engineering, and professional services thatdeliver more value to you.Analysts help companies evaluate software vendors. Since our primaryfocus hasn’t been new customer acquisition — and our existing clientscreate innovative programs for our clients like Aurea Prime, which givesyou free access to nearly our entire product portfolio. Be sure to ask yourAccount Executive about how to take advantage of Aurea Prime.can evaluate our performance easily by looking inside their ownorganizations — we have historically made the decision to reinvest thesefinancial resources in our clients.Where can I view your financials?information publicly. But we’re happy to talk with you directly to answerany questions you have about our financial model and investors — simplyreach out to your Account Executive to schedule a discussion anytime.We’re financially strong —and backed by the best in the businessAurea is funded by private investor ESW Capital, one of the largestprivately held software operators in the world. In fact, ESW Capital andAurea are among the most profitable and fastest growing companies inthe category, and we’re proud of the financial health we’ve maintained bySUPPORTAs a closely-held private company, Aurea does not share financialCLIENT SUCCESSBy spending less money on traditional marketing, we’re also able toWhy is Aurea not known by analysts?WHAT TO EXPECTNorth America, Europe, and Asia — and we’re rapidly expanding eachdelivering success to our clients.CONTACT
ABOUT AUREAWHAT TO EXPECTCLIENT SUCCESSYour dedicated teamIn the coming weeks, you will meet with our management team and yourYour team is typically comprised of:transition to the Aurea family, our teams have roles aligned to your needs.An Account Executive, who works closely with your Renewal Managerto ensure you are aware of valuable offers, solutions, and services that canWe’re excited to build upon the award-winning solutions offered by Artemis.SUPPORTdesignated sales and support representatives. To ensure your smoothbenefit your business.At the same time, we plan to scale the customer support experience usingAurea’s proven service request model.A Renewal Manager, who serves as your primary sales contact. At Aurea,Renewal Managers are responsible for helping you through the entire renewalprocess, and are your go-to for all contract and renewal questions.CONTACT
ABOUT AUREAProducts & InnovationOur goal is 100% client success with every Aurea product. To get there,we invest heavily from day one to stabilize and revitalize the productsyou depend on, adding significant new value to your original investment.1.Continuing to evolve the products you already have. We focus on thecore use cases of value that drove your initial purchase decision forthe product — improving quality, fixing bugs, and delivering selectiveenhancements to strengthen the value you receive.2.WHAT TO EXPECTOur approach adds value in two ways:Accelerating innovation, driven around your needs. Solutions aredesigned to deliver 10-100x performance improvements, enhancedscalability, premium U/I and mobile experiences, and more.CLIENT SUCCESSSales & ContractsWe want to ensure you experience no disruption during your transition.Your current contract will stay as it is.SUPPORTCONTACT
ABOUT AUREAHere’s what you can expect from aroadmap perspectiveYour products will continue their existing lifecycledepend on. Naturally, we end support for older versions of productswhere there is an upgrade path to a later (or current) version. This ensuresclients can receive the latest fixes and enhancements, which we addto the latest versions.WHAT TO EXPECTWe’re committed to continuing our investment in the products youYou will see new investment, and new benefitsWe frequently make new investments in the products we acquire,to satisfy both client and Aurea objectives. Products receive continualAt the same time, we invest in new innovation, where we focus on addingnew excellence in performance, UI/UX, cloud, mobile, and analytics.You will likely see some roadmap changes, thoughWhen we acquire new products, they aren’t always on the optimalCLIENT SUCCESSmaintenance and core enhancements focused on the original use cases.development track to deliver the most value possible to your business.In response, we occasionally make updates and enhancements to yourproduct roadmaps — keeping you fully informed throughout the process.You will enjoy regular product updatesreleases — with one major release per year.SUPPORTMost of our on-premise products have a quarterly release cycle for minorOur SAAS based solutions enjoy a more frequent cadence of ongoingcontinuous improvement.Your ideas drive our innovationsIf an enhancement request will provide significant value to a large groupof clients, we may add it to the roadmap. Enhancements that are notProfessional Services.CONTACTbroadly applicable to our client base are great candidates for Aurea
ABOUT AUREA“. . . Aurea set out to raisethe bar. The mark has been hit.”- PENN MUTUALWHAT TO EXPECT“(With Aurea) . . . We areproducing double the volume inhalf the time, at lower cost andwith greater quality.”- FREEDOM MORTGAGEourselves to a wildly higher bar — 100% success for every client.Here’s the huge difference: Satisfaction is about simply meetingexpectations, but success is about delivering the business outcomeSUPPORTAt Aurea, our clients will never have to settle for “satisfied.” We holdCLIENT SUCCESSOur mission:100% client successwe promised — like increasing margin, improving client retention, orcutting time to resolution in half. Our program is simple: You define- BRITISH AIRWAYSwhat you need to achieve, and we stay on track until you get there.CONTACT“(With Aurea) . . . We have theright skill set, and the rightstrategic partner to achieveour goals.”
ABOUT AUREAAurea Client Success ProgramYOUR FEEDBACKof our Client Success Program. Twice a year, we will meet to ensure executiveWe’ll ensure we remain in alignment with your most critical businessalignment, validate our action plan, and confirm that we are delivering againstgoals, and hear candid firsthand feedback on our partnership with you.your long-term goals for success.At each meeting, your Aurea Executive sponsor will structure the call around:YOUR SUCCESSWe’ll hear from you whether you are successful today with Aurea — andreview what we have done in the last 6 months to help you accomplishOUR PLAN OF ACTIONTogether, we’ll identify the best priorities and working plan for ensuringyour success over the next 6 months.WHAT TO EXPECTIn the coming weeks, we’ll pair you with a dedicated Aurea Executive as partRequest your own Client Success Meeting »your goals.CLIENT SUCCESSSUPPORTCONTACT
ABOUT AUREAWe will work aggressively to ensure a seamless support transition,integrating key resources from Artemis and continuing the strengthsprovided by experts you rely on while leveraging the best of Aurea systemsand processes.WHAT TO EXPECTSupportComing mid-July, a new customer portal will be released. CurrentCustomer Support users will be contacted directly with login credentialsLeverage award-winning customer supportYou can expect dedicated support with content and resources availableon AureaWorks. As we grow and integrate, you will enjoy the benefits ofCLIENT SUCCESSand instructions for using the new portal.Aurea’s expanded support offering.We welcome your feedbackWith each interaction, we encourage your candid and honest feedback.Our support team is measured on how well we are meeting your needsSUPPORTand expectations — and it’s the most important metric we track.CONTACT
WHAT TO EXPECTTo ensure the fastest response, please contact:ABOUTABOUTAUREAAUREAHave a question orneed assistance?We’re here to help.Sales:For questions related to your agreement including renewals,Connect with us »Support:CLIENT SUCCESSadditional services or products, and pricingTo open tickets, check ticket status, or inquire aboutproduct performanceVisit AureaWorks »SUPPORTCONTACT33828094 06-25-18
integrating key resources from Artemis and continuing the strengths provided by experts you rely on while leveraging the best of Aurea systems and processes. Coming mid-July, a new customer portal will be released. Current Customer Support users will be contacted directly with login credentials and instructions for using the new portal.
