“On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” That’s it. That is the single question on a Net Promoter Score® (NPS) survey. As simple as it is, it reveals a lot about the general state of a company’s relationship with its customers. Would your customer promote you to their peers? Analyzing the scores helps a vendor identify strengths, opportunities, and areas that need improvement.
IP.com’s Editing Services is a department within IP.com that transforms invention disclosures into clear, useful, and discoverable defensive publications. The clients then publish the articles to our Prior Art Database (PAD). The Editing Services team received a 10/10 in multiple clients’ responses to a recent NPS survey. As we try to learn from the NPS score – not just take the top grade and run – we put some thought into why we received good responses from our clients.
Looking at the story of one satisfied client, we found four areas that have helped us maintain a positive and productive relationship since 2010. This highly-visible global technology company* produces computer products that millions of people use every day while pressing into the future with smart technologies. Their R&D is aggressive and their inventors are prolific.
Answer the Call
Not all the ideas coming from scientists and engineers are headed for the patent office, especially when developers submit hundreds of innovations every year. Based on budgets, technological focus, and strategic plans, IP departments carefully select disclosures for patent applications.
Thus, this dominating tech company recognized the need to use strategic defensive publication to protect its Freedom to Practice in multiple areas. The ideas that were not moving forward to patent applications had value as prior art. IP.com’s Prior Art Database was, and still is, that company’s dedicated defensive publication resource.
However, the company recognized that their engineers’ invention disclosure documents were not ready for public consumption. Translating the inventors’ raw materials into cogent and useful articles required a combination of expertise and resources that the company did not have.
They called their IP.com account representative. Could we get their disclosures ready for publication to the PAD?
He answered: Of course, we can do that! And we introduced Editing Services to them.
Every client comes to a vendor with its history of methods and workflows. Some are successful, some are not. Some are flexible, others less so. Any new project, whether for a new or an existing client, has old ways associated with it. It is important to consider their current practices while developing a solution.
This company already had established rules for required content and preserving corporate anonymity as well as some style guidelines. We began there and then applied our editing expertise to generate clear, informative, and functional descriptions of their innovations. Focusing on the job a defensive publication must do, we developed a template to ensure consistent organization and thorough descriptions.
We also built and still maintain a smooth process flow that integrates their software and personnel resources with ours. As with any good relationship, the key is communication and transparency. Through monthly meetings and messaging in between, we discuss their needs. We are ready with support and we make changes when needed. Likewise, they are eager to know what they can do on their side to make the processes run more smoothly for us.
For example, when the company launched a new document management system a few years ago, their teams worked closely with ours to create and document new workflows that included UI considerations and leveraged reporting capabilities to help us better serve them. Such a partnership approach benefits everyone.
Have a Scalable Solution
Any corporation’s needs can shift in response to the economic climate, technological advances, or organizational changes. To flex with the client, our Editing Services solutions are repeatable, scalable, and measurable.
For many years we serviced this client’s US locations by transforming invention disclosures into strong defensive publications. When the corporate leadership saw the success that their US teams experienced with the speed and quality of our output, they wanted to send us the documents from other locations, too. So, the company onboarded all its IP processing centers worldwide. Our incoming work quickly quadrupled.
Yet, our standards and procedures remained the same and seamlessly applied to all countries. In response to the influx of work, we expanded our team to handle the increased volume. Our document quality never faltered.
Completing the lines on the statement of work is not enough to earn a 10 on the NPS survey.
We could just give the client an edited document for publication. But we do more, because IP.com’s Editing Services team honestly loves to take an invention not destined for the patent office and give it the power to protect the client’s IP as prior art. We consider the document’s audience and purpose and work according to some of the same standards for good communication as US government agencies do. We do our best to understand the client’s needs, set the expectations for our capabilities, and design the solution. We practice a craft that combines solid technical writing skills and consistent customer service.
In the end, we always deliver.
To learn more about how Editing Services can get your defensive publications on the right path, contact IP.com.
*This customer prefers anonymity to maintain a competitive edge.