Partnership is built into everything we do. Not just what we deliver, but how we work together. Technology decisions, strategic growth, ongoing optimization: it’s all collaborative, transparent, and built on shared commitment.
Silverchair’s Core Principles of Partnership
Shared innovation
When one client invests in an enhancement, we build it into the shared platform so everyone benefits: a rising tide lifts all boats.
Partnership as practice
Your expertise and mission drive our decisions. Everything we build must help you make money, save money, or fulfill your mission.
Sustainable growth
We balance client-led innovation with product-led development to ensure the platform remains robust, secure, and future-proof as we grow together.
Honest communication
When there are problems or gaps, or questions we can’t immediately answer, we tell you directly and work together to find solutions.
Partnership by the numbers
650+
publishing partners in our client community, engaged in shared learning
48
partners in the Silverchair Universe, helping to extend your core capabilities faster
8/10
client satisfaction ranking, demonstrating trust-based relationships
35
client events throughout the year, listening to feedback, insights, and ideas
19 hrs
average time to ticket triage (down -11% year over year)
Partnership on every step of the journey
Partnership isn’t a moment in time. It’s how we work together at every stage of our relationship, from initial conversations through years of shared growth and recommitment.
Discovery & Evaluation
Partnership starts before the contract. We invest time in understanding your context and goals to give you an honest assessment of fit. This is a consultative process where we learn about your challenges and build the foundation for a long-term relationship.
Implementation & Migration
Implementation is about setting you up for long-term success. You’ll work with a dedicated team that handles both technology and change management. We collaborate on project plans, define success metrics together, and ensure your team feels confident from day one.
Optimization & Growth
Once you’re live, the partnership deepens. Regular business reviews help us understand your evolving priorities. We proactively recommend optimizations, share community insights, and help you leverage new capabilities as your organization grows.
Community & Connection
You’re joining a community of publishers facing similar challenges. We convene forums and collaborative spaces where you can learn from peers and solve problems together. Some of the most valuable insights come from other clients who’ve been where you are.
Innovation & Emerging Solutions
The scholarly publishing landscape never stops evolving. Neither do we. We bring you emerging solutions around AI, bot security, and discovery optimization. You don’t have to track every industry trend because we stay on top of what’s coming.
Ongoing Partnership & Renewal
Renewals are a recommitment to the work we’re doing together. We’ve built deep knowledge of your business, and you’ve contributed to the platform in ways that benefit the entire community. We continue investing in your success and evolving for tomorrow’s challenges.
Partnership in Practice
What partnership looks like across every function
Technology That Adapts to You
Our API-first platforms integrate with your existing ecosystem through documented APIs and webhooks. Client feedback directly shapes our roadmap: roughly two-thirds of new features are client-led, and our product roadmap let you see what we’re building and why. We regularly launch betas products for live client testing give you early access to test and refine features before release.
Building with you, not just for you
Our engineering and delivery teams work directly with you throughout development cycles. Dedicated project managers coordinate cross-functional teams, provide transparent sprint updates, and ensure requirements stay aligned with your goals. When we’re building custom enhancements or complex migrations, you’re not handed off: you’re collaborating with the people actually writing the code.
Co-creating solutions
When you identify a capability gap, we evaluate it for platform-wide adoption. Product advisory councils meet quarterly to prioritize enhancements. Client-funded projects become part of the shared codebase, reducing your long-term maintenance costs while benefiting the entire community. You invest once, the platform sustains it.
Strategic Guidance When It Matters
Your account team includes a dedicated Client Success Manager who conducts quarterly business reviews. We track your key metrics, benchmark against industry trends, and surface opportunities you might not see coming. When platform updates could impact your workflows, we notify you proactively with migration guidance.
Expanding Your Network in the Silverchair Universe
The Silverchair Universe brings simplicity to integrations, with a broad vendor network. These partners help you rapidly expand your capabilities, whether you need authoring, discovery, and other publication-enhancing tools. Through our partnership you have access to services best fit their needs, so you can adapt to market changes and experiment.
Expert Support Beyond Troubleshooting
24/7 support plus a knowledge base built from real client questions. Your support team knows your configuration and history. We offer regular training sessions, updated resources, and office hours for complex implementations. When you need custom guidance, we can provide dedicated consulting engagements.
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