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Customer success

Support throughout your risk journey

For any organisation choosing an enterprise software solution, a crucial factor in your buying decision is your supplier’s ability to partner with your business and support you all the way through the journey. That’s why Protecht’s Customer Success team provides you with world-class end-to-end support.

Facts and figures

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End-to-end experience

We have implemented ERM systems across a huge range of industries and geographies, so we know exactly what your requirements will be.

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Industry-leading retention

We have over 97% annual customer retention rate, highlighting how indispensable our services are to our customers.

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Support across three continents

We have support, advisory and technical staff on the ground in Australia and New Zealand, North America and EMEA.

Buyer’s journey

How we provide support across the buying cycle

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Risk advisory

Our expert risk advisors help you to understand your ERM needs

  • Advisory services including policy framework and development, risk appetite and metric determination

  • Strategic risk identification, risk workshops, risk and control taxonomy reviews, and risk analytics

  • Training for your team members on how to understand and manage risk

Implementation

Our in-house experts implement your system seamlessly

  • In-house experts who work on our system every day – not external consultants

  • Implementation in your time zone by experts based in your region.

  • We understand your organisation’s risk profile and specific needs, not just software

  • In-depth training on how to use the system is included in your license through our Protecht Academy online platform

Support

We provide in-house multi-channel support

  • In-house support teams based in your region

  • 24/7 support for critical issues

  • Multi-channel support (live chat, phone, email)

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Your risk journey

We help you to scale your ERM as your business’s needs develop

  • Risk management and product usage training available through Protecht Academy

  • Our advisory teams will help you grow your organisation’s risk maturity and understand your risk journey

  • Our scalable system grows with your risk management needs, and our consultants will help you plan your roadmap

  • Our user groups and communities – both in-person and online allow you to learn from peers on your shared risk journey

More about Academy

"We were absolutely astounded by the level of support we received – the hours Protecht dedicated to help us. They are positive, experts and they definitely have solved all questions we had."

Deepa Ng

Senior Risk Manager, NZAA

The insights that Protecht can provide are really out of this world. It’s literally been life-changing.

- Rishad Paul Smartt, Senior Risk and Compliance Manager, NZAA

Protecht provided the New Zealand Automobile Association with a comprehensive ERM system that shifted risk ownership to the first line with seamless customisation and implementation.

See all customer stories

“We needed an efficient, scalable system that would enable every user to take personal ownership of ERM. Protecht has really helped us. The fact that our users can go into the system, update their own key risk indicators, update their own risks, has been really powerful.”

Tsam Jeffries

Director of Enterprise and Operational Risk, WorldRemit

“Our business is much more risk-aware now. Protecht has given senior management the ability to see what is happening within different business functions, and this in turn allows the C-suite to plan for the future using a risk lens.”

John Bastow

Chief Compliance and Risk Officer, Impax

“We needed a system we could live and grow with, not just something to fix our immediate needs. Protecht is just intuitive in terms of its design usage. You don't get many basic questions from users. They just log in and use it.”

Raj Hit

Head of Risk & Assurance, Lotto NZ

“Many ‘customisable’ systems require expensive tech support services. But with Protecht, our complex global ERM systems can be customised by the very people who use them... We routinely produce new registers in as little as one day.”

Cameron Drinan

Risk & Compliance Manager, Pinnacle Investments

Trusted by well known organisations

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