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Experience Success with Aurea

Experience Success with Aurea

Aurea is the technology behind some of the world’s greatest customer experiences, for the largest and most successful brands. Aurea’s platform, engagement, and vertical solutions help companies create exceptional, end-to-end experiences for their customers – driving both retention and growth. Aurea’s products include process management, messaging, customer relationship management, email marketing, and collaboration software, as well as industry solutions for retail, insurance, energy, and life sciences.

Established in Emeryville, California, United States in the year 2012, Aurea is an affiliate of ESW Capital. It is the technology behind some of the world’s greatest customer experiences, from British Airways in the sky to Disney World on the ground. The company specializes in Customer Experiences (CX), Employee Engagement, Digital Transformation, Email Marketing, Customer Relationship Management, Energy Solutions, process management, collaboration, life sciences software, insurance software solutions, and retail software solutions.

The Success Mantra 

“Aurea is a very different kind of software company – and we deliver very different results,” says the CEO of Aurea, Scott Brighton. Since its launch in 2012, Aurea has built a global software business by focusing on client success. “Each new business we add to the Aurea family enters our Business Transformation Lifecycle, achieves near-term operational excellence, and ultimately delivers new opportunities for all of our clients to create greater value in their businesses,” he adds.

And so the company transforms the experience through a Client Success Program that ensures clients achieve goals, every step of the way. Aurea has made 10 acquisitions and has 1,000 global team members. Today, there are nearly 4,000 global customers and 300% year over year total revenue growth.

Assets and Values

Aurea considers many of its values as its biggest asset. These factors have catered to its growth over the years and the company cherishes it. These include:

  • Simplicity: Doing business with most software companies can be hard and complex. But that’s not the case with Aurea. “We make powerful products that are easy to use, and we’ve created an experience for you that is flexible, friendly and focused on your success,” says Brighton
  • Courage: Aurea builds long-term relationships with its clients. That means having the courage to make strategic investments and, often times, making tough decisions. But long-term interest is what the company believes in
  • Alignment: Aurea measures its success based on the success of its clients. Speaking of this, the CEO says, “We align to your business goals, and meet with you regularly to ensure we are on track and accountable. The result? You get the value you demand from your investment.”

The Approach to Success

The approach on which Aurea works on is simple but powerful. It starts off by collaborating with clients to define their goals, based on the business needs. After this, Aurea builds the plan to get its client to taste sweet success. This establishes business success metrics and forms the first part of a four-step process we call our Client Success Blueprint.

Next comes developing a work plan. Working from the goals and defined metrics, Aurea then builds a work plan that defines the projects and necessary steps to achieve business impact. This includes critical milestones that are tracked closely for each success call, designed as an executive check-in.

Holding regular success calls is what follows next. Bi-annual Client Success calls with Aurea Executive Sponsor are at the heart of the program. As part of the call, Aurea asks, “Are you successful?” It then sets its targets for the next six months, ensuring that the company stays on track as clients’ business needs evolve and change.

The fourth part of the process involves holding Aurea to a higher standard. “We believe there is a dramatic distinction between ‘satisfaction’ and ‘success.’ We measure progress against clients’ metrics with a simple yes or no answer to the question “Are you successful?” eliminating ambiguity around the business value you expect - and we deliver,” adds Brighton.

Speaking of the success story with Aurea, Markus Ellerbrake, Head of IT at Limbach says, “Aurea uses a comprehensive and customer-driven approach to driving business success and value with their customers.” 

Meet the Driving Force of Aurea

As CEO of Aurea, Scott Brighton leads the executive team in defining Aurea’s mission and strategy – which he balances with his passion for spending time with clients, understanding their business objectives and ensuring the solutions are designed to deliver success. He holds an MBA from Duke University – The Fuqua School of Business.

Prior to Aurea, Brighton served as the President and CEO of Artemis International, a global project and portfolio management software company serving hundreds of Global 2000 companies across the world. Under his leadership, Artemis arrested a multi-year trend of revenue decline with three consecutive years of double-digit growth while also tripling profitability. In 2012, Brighton led Artemis through the successful acquisition and integration of Accept Corporation, a SaaS-based product planning software company.

“We've raised the bar on enterprise software — delivering a better experience for your customers, and a better experience for you.”

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