Our Path to Client Success in the World of SaaS

With 40 years of experience in the accounting software ecosystem, including roles at Systems Union, Infor, and Compleat, Rory Forbes, Head of Client Services, highlights Touchstone’s pioneering role in client success and how we are continually adapting and enhancing our approach to deliver the best service for our clients.


In today’s rapidly evolving business environment, prioritising client success has become paramount for organisations across various sectors, particularly those operating within Software as a Service (SaaS). Client success now extends beyond resolving support issues to adopting a comprehensive, client-centric approach aligned with their needs and aspirations. It involves understanding clients’ objectives and guiding them towards achieving and sustaining their goals.

Amidst the dynamic changes in technology, Touchstone’s commitment to a client-centric approach positions us at the forefront of delivering personalised support and training. By not only meeting client needs but also championing their aspirations, we reshape the dynamics of the client-supplier relationship in the modern era of SaaS innovation.


Defining Client Success

For me, client success transcends traditional support roles, prioritising client objectives in every interaction. From onboarding to ongoing support, it fosters a collaborative partnership for mutual success. More than a job title, client success is an ethos ingrained throughout the organisation, empowering every team member to enhance the client journey. More than ever, it is vital for solution providers to focus on helping clients achieve their goals rather than merely selling software. This shift involves understanding individual client needs, business goals, and aspirations. From my time within the industry, I can truly say that Touchstone exemplifies this with its dedicated Client Services team (which is partly why I chose to join!).

Client success ensures long-term client satisfaction, retention, and growth by involving proactive engagement, understanding client needs, and providing ongoing support to help clients achieve their desired outcomes. This approach ultimately builds stronger relationships, drives loyalty, and maximises client success and happiness throughout their journey with us.


Rise of Client Success in the SaaS World

The rise of client success in the SaaS world reflects a shift towards a more holistic approach to customer engagement. Traditionally, support, services, and sales operated in silos, treating each interaction as a separate transaction. Support teams focused on resolving issues, services teams handled implementation, and sales teams aimed at closing deals, often with little coordination between them. However, this fragmented approach is giving way to a more integrated strategy, leading to the emergence of a unified approach—a seamless, one-touch experience for clients, which is what Touchstone is known for.

This paradigm shift emphasises proactive engagement, where client success teams actively reach out to clients to anticipate their needs and address potential issues before they escalate. It also fosters ongoing dialogue, ensuring continuous communication between the client and the service provider. This regular interaction helps to build stronger relationships and, as a result, gain a deeper understanding of the client’s business, goals, and challenges.

Furthermore, the new approach signifies a relentless commitment to understanding and addressing clients’ evolving needs. It’s about going beyond merely responding to client requests and instead, actively partnering with clients to help them achieve their long-term objectives by conducting a thorough analysis of client feedback, usage patterns, and industry trends to tailor solutions that drive maximum value – something that Touchstone truly embodies.


Touchstone’s Successful Implementation of Client Success

Over the years, Touchstone has been chosen by several well-known organisations to implement and support their critical business systems. One such organisation is Breedon, a leading construction materials company, who chose Touchstone upgrade and modernise their Infor SunSystems infrastructure and implement it across the Group. From the very beginning our aim has been to build a long-term strategic partnership with Breedon which we have achieved by taking the time to learn and understanding their business needs and goals. In turn, this has enabled us to provide Breedon with personalised support and strategic guidance further enhancing our relationship.

Another way in which Touchstone’s Client Services team has provided support to our clients is through innovations such as TouchstoneCloud and Managed Services. Born from client requirements to host their business-critical applications and systems in a cloud solution, TouchstoneCloud enables clients such as BA Pensions to host multiple software applications such as Infor SunSystems with a single hosting service.


Going the Extra Mile

At Touchstone, we understand that client success is pivotal for fostering long-term relationships and driving business growth. This is why we are intensifying our commitment to client success by expanding our Helpdesk and Client Services team, creating new roles, and enhancing our resources. By embedding a client-centric ethos throughout our organisation, we have responded to our clients’ needs by delivering personalised training and on-demand support webinars, as well as build a Managed Services offering that provides 18 hours a day, 5 days a week support. We have also expanded our Client Services team with three international staff members to better support our global clients’ needs and deliver exceptional service wherever they are located.



Our goal is to enable our clients to thrive in an ever-changing landscape. Client success is not just a buzzword for us; it’s the cornerstone of our actions. By prioritising the client experience, adopting a holistic approach, and fostering a client-first mentality, we are positioned to seize new opportunities and drive mutual success. Our shift from a software-centric to a client-centric mindset underscores our mission to empower clients to achieve their goals. This perspective is our path to thriving in today’s dynamic technology landscape.

Interested in exploring the service options available to you? The TouchstoneFMS Client Services team is ready to discuss your needs and how we can assist your company in achieving its goals. Contact us at or call +44 (0) 20 7121 4800.



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