Product Enhancements in Sponsored Projects Result in a 67.6% Improvement in Administrative Customer Satisfaction Scores
Blog by Sara Sell, Cayuse Director of Project Management
At Cayuse, our ability to listen and respond to customers’ needs is the key to our success. Over the past year, the feedback from administrative users has been instrumental in shaping and enhancing our development of the Sponsored Projects solution.
As we move into the second half of 2024, I am excited to share more about how this collaborative approach to innovation continues to boost customer satisfaction and user adoption. Read on to learn about how we’ve paid careful attention to user feedback to shape new features and user experience optimization in Cayuse Sponsored Projects.
Listening to Our Administrators
Improving administrator satisfaction with Cayuse Sponsored Projects starts with actively listening to our Research Administration users: the people using Cayuse daily. Our users provide invaluable insights into various aspects of our Sponsored Project solution, highlighting key areas for improvement.
Some of the latest suggestions and requests from Sponsored Projects users include:
- Record Management: Increased flexibility in updating Sponsored Projects records to ensure accuracy and efficiency.
- Routing Processes: Necessary improvements in routing workflows for greater clarity on where records are in the workflow.
- Attachment Handling: Enhanced capabilities for better document management.
- Data and Integrations: Better integrations with other Cayuse products for seamless data management.
- General Usability: Streamlined processes and intuitive interfaces to simplify daily tasks.
Implementing Changes Based on Feedback
With this feedback in mind, our product development team set out to make targeted enhancements to ensure customers remain satisfied with our research administration software. Over the past year, we introduced several updates designed to directly address the feedback from our users to streamline workflows and improve the overall administrative experience with our software:
- Proposals S2S Integration: Improved integration with Proposals S2S for seamless transparency into the proposal submission and management process.
- Fund Manager Integration: Enhanced integration with Fund Manager to enable tracking and planning spending on each project.
- Edit Access for Administrators: Administrators now have comprehensive edit access to all Sponsored Projects records, enhancing data control.
- Project Title Updates: Admins can now easily change project titles, ensuring accuracy and flexibility.
- Expanded Reporting Capabilities: Additional in-app reporting fields, report connector fields, and API endpoints allow for more detailed and customizable reports.
- Research Team Object Configurability: More options when adding research team objects so your form is tailored to your institution.
- Record Resolution Clarity: Additional data on resolution types
- Funding Programs: Providing a streamlined approach to managing funding choices, enabling a comprehensive funding selection process for all customers.
- Routing Improvements: Enhanced routing processes make workflows more efficient.
- Unit Rollup Functionality: Ability to assign reviewers to “roll up” into departments, schools, or colleges.
Seeing Results: The Impact of Our Efforts
The impact of our efforts has been profound. Since implementing these new features and updates, we’ve seen a 67.6% improvement in customer satisfaction scores from our Administrative users compared to the previous year. These remarkable increases highlight our commitment to listening to our users and implementing changes that truly make a difference.
Notable Administrative Feedback
The positive feedback from our Administrative users has been overwhelming. As a Research Administrator in the Cayuse Community noted, “[the product teams] continue to listen to customers regarding enhancements. Great job, Cayuse!”
Logan Health’s IRB Coordinator and Contract Management Specialist Rayna Potkonjak provided similar feedback in a recent case study interview, highlighting that “It’s always nice to see the new up-and-coming features; it’s good to see [Cayuse] is open to implementing ideas and suggestions from the actual users.”
This kind of feedback reinforces the importance of our user-centric approach and motivates us to continue striving for excellence!
Looking Ahead: Summer 2024 Enhancements
This summer, we’re excited to introduce further routing enhancements that will benefit all roles within our system. These updates will continue to streamline processes and improve the user experience for everyone.
At Cayuse, our commitment to continuous improvement and listening to our users’ needs drives us to deliver solutions that enhance productivity and satisfaction. We are proud of the progress we’ve made and look forward to continuing this positive trend.
The Continuous Journey of Improvement
Listening to our customers is not a one-time effort but a continuous journey. As we move forward, we remain dedicated to gathering feedback, analyzing it, and implementing changes that will bring real benefits to our users. Our Administrative users can expect ongoing enhancements that will further simplify their tasks and improve their overall experience.
Join the Conversation
We invite all our users to continue sharing their thoughts and experiences. Your feedback is crucial in helping us understand what works well and what needs improvement. To do this, join the Cayuse Community. Together, we can continue to work toward a more efficient and user-friendly Sponsored Projects solution.
Thank you for your ongoing support and feedback!
