Silversoft Wins “Deltek Customer Satisfaction – International Partner of the Year” Award

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A recognition that highlights our commitment to customer success and data-driven strategy

We are proud to announce that Silversoft has been named the Deltek Customer Success International Partner of the Year. This award recognises our ongoing commitment to delivering exceptional customer experiences, investing in innovative customer success strategies, and driving measurable improvements in client satisfaction and engagement.

Customer success has always been at the core of what we do. As our business has grown across various Deltek product families and client profiles, we have remained focused on building a proactive, strategic, and data-driven approach to supporting our customers.

As our business has scaled, along with our client base, we have made it a key strategic pillar to ensure the Client Experience is at the forefront of all that we do.

"Improving customer success isn’t just a goal for us, its one of our key strategic pillars. Winning this award is a proud moment that reflects our focused strategy and the dedication of our incredible team, who go above and beyond to ensure our clients get the most out of their Deltek solutions.  

Our Customer Success Approach: An Evolving Framework for Long-Term Value

We believe that a structured, strategic approach to customer success is essential to delivering real business impact. We’ve built our framework around four core principles:

1. Personalised Engagement

No two clients are the same. We take the time to understand each organisation’s unique needs, goals, and challenges, adjusting our approach to deliver tailored support and strategic guidance. Our philosophy is simple: proactive guidance always outperforms reactive support.

We have moved Customer Success up to the front of each client acquisition & project start, so that the value realisation targets and objectives are understood and documented from the outset.

2. A Dedicated Customer Success Team

Customer Success is a dedicated function, with a team of industry experts and Deltek specialists that work closely with clients to ensure they are getting the most out of their solutions. We proactively identify opportunities to optimise workflows, enhance efficiency, and drive better business outcomes.

To support our dedicated Customer Success Team we’ve also invested in the right tools and processes to provide ongoing support and guidance.

Yes, AI and automation help, but inter-personal relationships are fundamental.

3. Technology-Driven Insights

By implementing best-in-class tools such as Planhat as a dedicated customer success platform, we can track key customer health metrics, measure satisfaction, and prioritise support where it matters most. This enables us to move beyond issue resolution and focus on continuous value creation.

4. A Culture of Continuous Improvement

Customer success is not just a department, it’s a philosophy that drives everything we do. We are working to continuously refine our strategies, processes, and engagement models to make it easier and more seamless for clients to work with us.

Delivering Measurable Impact

Over the past year, our improved customer success initiatives have resulted in tangible, measurable improvements in client satisfaction and operational efficiency:

• 45% reduction in average ticket resolution time – By improving our support processes, we have significantly reduced response times, ensuring faster issue resolution and a better overall experience. ‍
• A fully integrated customer success ecosystem – We have unified CSAT, NPS, revenue, and retention metrics into a centralised system, allowing us to track and enhance customer health proactively. ‍
• Automation of key workflows – By streamlining processes such as renewals and onboarding, we have eliminated friction and enhanced efficiency, creating a more seamless client experience. ‍
• A shift from troubleshooting to strategic value delivery – Our focus is now on helping clients unlock the full potential of their Deltek solutions, ensuring long-term success rather than just short-term problem-solving. ‍
• Value Realisation & Direct impact on client KPIs such as profitability, utilisation, productivity and efficiency improvements in our clients’ businesses. ‍
• Reducing time to value – ensuring best practice, pre-configuration and deep-contextual knowledge is delivered across all projects to help our clients realise value faster.

What’s Next: Elevating Customer Success Even Further

Winning this award is an important milestone, but it’s just the beginning of a continued iterative approach to Customer Success. We remain committed to:

• Expanding our customer success framework to enhance support and engagement at every stage of the customer journey. ‍
• Investing in our people, technology, and industry expertise to provide even greater value to our clients. ‍
• Further refining our onboarding, engagement, and retention strategies using data-driven insights and predictive analytics. ‍
• Strengthening our analytics capabilities to track key customer success metrics, improving transparency and accountability. ‍
• Fostering a culture of innovation and continuous improvement to ensure that our customer success approach evolves with the needs of our clients and the market

A heartfelt thank you to our incredible team, valued clients, and trusted partners for making this achievement possible. We look forward to strengthening our partnerships and driving even greater success in the years ahead.