Lumesse Roadmap to Customer Success. The difference is how we treat our customers

Transcription

1 Lumesse Roadmap to Customer Success The difference is how we treat our customers

2 what makes us different?

3 When we went live I assumed that I would be spending the next week constantly on the phone with people. But the first day came and the phone didn t ring; nor on the next. In fact, I even phoned our IT department to make sure the rollout had indeed taken place. Sharon Rutter, HRIS Manager, Checkpoint Systems, Inc.

4 I have worked with many vendors over the years at various companies and I have never worked with one that has been a true partner like Lumesse. Drew Morton, VP and Chief Human Resources Officer, Hanger, Inc.

5 Implement the IDEAL way Implement the ideal way launch Go live, project review and close initiate Business objectives, project planning and team kick off adopt Train end users, prepare for launch design Agree to processes and system configuration execute Build and test the agreed system

6 ! We know one size doesn t fit all, so we provide our customers choices This approach is ideal for smaller customers or those with simple processes who have the resource to configure and launch the system internally with minimal support from Lumesse. This approach allows you to get the benefit of all the Lumesse solution features, but with less of the set up costs. This is our best practice approach, ideal for customers wanting to implement using Lumesse consultants as a guide, providing expert advice and taking away some of the pressure while supporting the configuration process. This option comes with a flexible product approach and a level of support from our services team to ensure success within a fixed budget This is the ideal approach for large, global or complex customers who want to maximize the benefits of having a Lumesse consultant involved in the project to provide best practice advice and guidance. An ideal plus implementation typically includes multiple languages, integrations and complex processes. 6

7 Roles Customer Success Manager! Ultimate owner of your account success with Lumesse! Ensures your business interests are addressed by Lumesse! Introduces Lumesse products and services to meet your Talent needs Customer Support! Track and respond to system related issues with ability to escalate major incidents! Manage SLA s for availability, response and resolution! Field and respond to system inqueries Executive Sponsor! Represents your strategic interests with Executive level at Lumesse! Participates in annual Executive Briefing sessions! Ensures Lumesse product roadmap and your strategic talent roadmap are aligned 7

8 Customer Success Manager Introduces new features and functionality Facilitates adoption of our solution features and functionality Liaison between product management and the customer Works closely with Professional Services as required Prioritizes and drives resolution on escalated customer issues Conducts quarterly reviews Strictly focused on your success with Lumesse solutions, not selling more product Net Promoter Score is an important measurement of your satisfaction 8

9 Follow the sun support USA 8:00-6:00 UK 8:00-18:00 CHINA 8:00-18:00

10 Training Local training across the globe Virtual training! Train the trainer! HR/Admin training Ongoing System Training! Virtual! Onsite at central facilities E-Learning modules! Custom to your implementation 10

11 Continual progress reviews Quarterly Account Review! Attended by CSM and! Your functional experts and key management! Progress against goals/actions Annual Strategic Review! Attended by Lumesse account team and! Your key management & Executive Sponsor! Shared strategies and common vision! Product Roadmap

12 Lumesse is the only global company making talent management solutions work locally. More than 2 million people at 2,300 companies in over 70 countries rely on Lumesse s integrated, comprehensive and secure talent management solutions to source, nurture and develop the right people, in the right place, at the right time. To learn more about Lumesse and ways to enhance your talent management strategy, contact us at or USInfo@Lumesse.com.