Unit4 evolves Success4U

Since first announcing Success4U in 2022, Unit4 has improved the service’s underlying structure and has now announced the next evolution of its customer success program. Success4u was fully launched in June 2024. It has now further modified and streamlined the program that has proven successful, to the extent that it will now be the default rather than an optional approach taken with customers for implementation, adoption, and continual customer success delivery.

Since its launch, Success4U has been used by over 500 customers, and the Unit4 Success Catalogs now contain over 300 services with fixed outcomes. The services are divided into different themes, from which customers can select. These include:

• Cloud migration
• Onboarding for Unit4 Solutions
• Support, Maintenance and optimisation services
• Reporting, Integration and value enhancement
• Education

These defined services have enabled customers to implement Unit4 ERP solutions within 90 days, leveraging the best practices honed over years of deployments. The services provide a standardised delivery framework and enable organisations to measure return on investment with transparency.

This refined structure will become the default model for Unit4 ERP solutions, offering faster delivery and guided adoption. To date, more than 500 customers have used Success4U services, which include a Success Catalogue of over 300 fixed outcomes.

This methodology has already enabled some ERPx deployments to be delivered in just 90 days, reflecting the benefits of consistent best-practice methods and a more predictable, standardised delivery framework for transparent return on investment.

Satisfied Success4U customers

Since the initial engagements, Unit4 has improved the framework, and the service now enables Unit4 to personalise each customer journey as part of the engagement, understanding that every customer is unique while still leveraging a standard approach.

Customers who have used Success4U over the last two years include:

• Epical – a Nordic data consultancy specialising in areas such as data & analytics, security, applications and integrations. Epical began implementation in 2023, and the Success4U framework helped it navigate through some tough change management challenges.
• Communilife – provides vulnerable communities with housing and culturally sensitive, supportive services. Headquartered in the United States. Success4U guided the organisation through the business transformation required during implementation.
• Gemeente Delft – The municipality of Delft is part of the Rotterdam and The Hague Metropolitan Region and has 106,000 inhabitants. It deployed ERPx using Success4U, improving finance processes and data quality, and redeployed 10% of the finance staff to strategic tasks.
• Leeds Beckett University – A public university in West Yorkshire, England, with campuses in Leeds city centre and Headingley. Renowned for high-quality teaching, employability, and facilities, it offers diverse undergraduate, postgraduate, and apprenticeship courses.

Ravi Nadarajah, Head of Financial Operations, Leeds Beckett University, commented, “(The) University4U and ILT training have been particularly beneficial, enabling more effective use of the ERP, strengthening understanding of core functionality, and accelerating adoption across key processes by building confidence and capability.”

Success4U today

There are now two tiers for Success4U: Professional and Essentials. Essential is used by organisations that have the internal expertise to leverage the Success Catalogue themselves and purchase the services they require.

Success4U Professional is a subscription-based service that provides Unit4 access to expert planners and product advisors. These help organisations select the most appropriate services at preferential rates and guide them, when necessary, through the processes.

The Success4U methodology is built upon three foundational components, each designed to ensure that organisations receive tailored support while benefiting from standardised best practices. These components form a comprehensive framework that guides customers throughout their journey, helping them achieve measurable outcomes and maximise value from their engagement.

Jean de Villiers, Chief Customer Officer, Unit4,  commented, “We have streamlined our subscription model and made Success4U the default way to deliver Unit4 ERPx, because of the unique expertise we have built up and the robustness of the services we now offer.

“Customers don’t think in lifecycles or diagrams when implementing software; they think in moments – moments of pressure or opportunity – and they will judge us by our willingness to show up in these moments. The Success4U methodology covers the entire customer journey with guided tiers of engagement, a curated catalogue of fixed‑price, outcome‑based services, and success plans that connect goals to measurable value.”

Core Components of Success4U Professional

Success Advisory

Success Advisory is exclusively available to Success4U Professional customers. It is delivered collaboratively by Customer Success Managers (CSMs) and Unit4’s specialised Product Success Partners (PSPs).

Through this partnership, customers gain a deeper understanding of how they currently utilise Unit4 solutions, discover outcome-focused opportunities for improvement, and receive guided support throughout every stage of their adoption journey. This approach ensures consistent alignment with business goals and enables sustained value realisation.

The Success Catalogue

The Success Catalogue presents a curated library of more than 300 fixed-price service packages. These packages cover a wide range of needs, including onboarding, optimisation, education, integrations, and managed services. Customers can access these services whenever required, helping them stay aligned with their objectives and ensuring rapid time-to-value, adherence to industry best practices, and a seamless, trusted experience.

Success4U Professional customers also benefit from proactive guidance on sequencing and utilising the Catalogue effectively, which maximises measurable value realisation throughout their journey.

Success Points

Success Points allow Success4U Professional users to redeem a pre-paid pool of points against any packaged service in the Success Catalogue. This flexible commercial model eliminates the need for repeated contracts or approvals, enabling organisations to plan and allocate budgets more efficiently. It also provides access to the right expertise as needed, with the added advantage of preferential pricing to help maximise time-to-value.

Over the coming year, Success4U will continue expanding the Success Catalogue, deepening advisory intelligence, and strengthening the consistency and predictability of value delivery across the entire SaaS journey. Success4U will increasingly leverage telemetry and SaaS‑aligned best practices to help customers adopt new capabilities faster and modernise their processes.

As customer needs and operating models evolve, Success4U will remain a living framework that enhances how we guide customers and offers ever more proactive, data-driven and scalable success at every stage of their lifecycle.

Enterprise Times:  What does this mean?

Mickey North Rizza, Group Vice President, Enterprise Software, IDC, said, “Standardising Success4U as the default delivery model positions Unit4 to improve implementation predictability and accelerate customer value at scale. This reflects a growing trend among enterprise SaaS vendors to embed best-practice delivery frameworks directly into their operating model, rather than treating services as optional add-ons.

“The planned introduction of AI-enabled advisory support further reinforces Unit4’s focus on using technology to enhance implementation quality and customer outcomes.”

Rizza makes a valid point. What is impressive about the Success4U program is that it has several happy customers willing to talk about their experience, though Unit4 could increase the number of specific references to Success4U. The program has clearly evolved and expanded over the last few years to a point where Unit4 now wants customers to adopt it as the default approach to implementation and customer success.

While the professional level is a subscription service, organisations should consider the benefits that handholding will deliver to the ROI of their ERP implementation. Cloud-based software continually improves, with Unit4 rolling out AI-powered functionality and other improvements continually.

Organisations must set aside a budget to leverage these improvements to maximise the benefit their solutions deliver. Not doing so can cause stagnation and, in a world where change is the only constant, risk falling behind the competition or, in the public sector, failing to deliver the value that citizens now expect.

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