Driving Ongoing Success with the Coupa Customer Team

Transcription

1 Driving Ongoing Success with the Coupa Customer Team

2 AGENDA Welcome Introductions Home Retail Group FirstPort Customer Success Organization Overview Driving Ongoing Success with the Coupa Customer 1. Home Retail Group/FirstPort Background 2. Review Coupa Adoption/Roll-Out/Deployment since Go-Live 3. Working with Coupa s Success team CSM & TAM 4. Future Plans & Next Steps Q&A

3 INTRODUCTIONS Hawwa Dorrington P2P Systems Manager Donna Webb Procurement Programme Team Manager Thomas Hine Finance Systems Manager

4 INTRODUCTIONS Ben Parker Technical Account Manager Ken Eales Customer Success Director

5 COUPA MATH VIDEO 2015 Coupa Software, Inc - Confidential

6 WHAT IS CUSTOMER SUCCESS? Customer Success Is Quantifiable Business Outcomes (Success Metrics = Savings) We are in the business of making our customers SUCCESSFUL Coupa Software, Inc. - Confidential

7 Broad Array Of Expertise CUSTOMER SUPPORT TECHNICAL REQUESTS CUSTOMER CUSTOMER SUCCESS MANAGER BUSINESS NEEDS COORDINATE AND DRIVE YOUR SUCCESS ADOPTION STRATEGY ROLL-OUT STRATEGY SUCCESS METRICS MORE EXTENDED RESOURCES TECHNICAL ACCOUNT MANAGEMENT COUPA TEAMS TRAINING SUPPLIER ENABLEMENT PROFESSIONAL SERVICES CUSTOMERS (HUNDREDS) PRODUCT INTEGRATION PARTNER ECOSYSTEM OPERATIONS 2015 Coupa Software, Inc. - Confidential

8 Key Information 9 teams reporting to Ravi Thakur, SVP Customer Success Since 2013 we have: Increased the success team by over 300% Currently 195 people in the success organization Opened 3 More Support Centers Dublin, Ireland (now head of global support operations) Reno, Nevada Pune, India Created new Training team and free training series for customers ( Coupa Software, Inc. - Confidential

9 Success through Sustainable Value 1: Solution Consulting 2: Implementation 3: Adoption & Success Value Optimization Customer Success Management Value Value Discovery Business Value Engineering Value Realization Professional Services Technical Services Technical Account Management Customer Support Solution Consulting Time to Value Key Outcomes Value proposition High level business blueprinting Business architecture Business process consulting & design Optimized Coupa configuration Transition to operating model Support & periodic reviews Customer internal capabilities Solutioning approach (SOW) Integrated technical solution Change leadership to integrate new capabilities Roadmap for Adoption & Success 2015 Coupa Software, Inc. - Confidential

10 Increased Value with a Coupa Technical Account Manager (TAM) Benefits Personal relationship with a named TAM A strategic extension to your Procurement/AP/IT Team Trusted Advisor helps you accelerate and execute against your defined Success Metrics post go-live Project Management/Implementation Deploy new Coupa modules, global expansion, new integrations Adoption - drive Coupa and User Adoption by identifying areas to streamline process and improve user experience New Release Management - develop detailed UAT Test Plans KPIs will be monitored and reviewed on a regular basis, driving more spend through Coupa TAM Datasheet on t.pdf

11 Home Retail Group - 1 Home Retail Group - Background We are the UK s leading home and general merchandise retailer, bringing together some of the UK s most recognisable retail brands Over 1000 stores across the UK and Ireland Donna Webb Coupa Business Owner Hawwa Dorrington Operation and Release Management

12 Home Retail Group - 2 Why Coupa & How? Easy to use and accessible by colleagues at all locations Pilot Aug 2012 and commenced full roll-out May 2013 All GNFR spend now goes through Coupa 85% of invoices are now processed electronically through Coupa

13 Home Retail Group - 3 How we work together. Open and Honest Mutually Challenge Requests and Ideas Receptive to Feedback Flexible Approach

14 Home Retail Group - 4 What s next? Improve Management Information Try to influence future development via the Community portal Continue to gain early insight of Coupa s Roadmap

15 FirstPort - 1 First Port - Background Good relationship with our CSM and TAM (Ken & Ben) Early days were challenging After assignment of a dedicated TAM actions and activities were much improved We continue to have a good relationship

16 FirstPort - 2 Why Coupa & How? A need was identified in the business Single process for Procurement Easily accessible Solid platform Coupa were identified as being the best fit in the market for FirstPort End user focused Easy to roll out Clear roadmap

17 FirstPort - 3 How we work together. Fixing a challenging relationship in 2014 with a renewed focus from Coupa Really insightful and in depth help from our TAM FirstPort has adopted Coupa as it s own Branded as P2P powered by Coupa Sales videos with no mention of the Coupa name Invites to CAB s and real feedback for proposed ideas

18 FirstPort - 4 What s next? R12 Continue to improve the process around contractors More punchout suppliers and catalogue items Push invoice flipping through supplier adoption

19 Q&A

20 THANK YOU!

21 Fortune 250 Retail Case Study : Value Discovery Date Activity Q2, 2014 Business case prepared together with retailer and Coupa Q3, 2014 RFP completed Q4, 2014 Onsite demo, IT Workshop, and Success Workshop Q1, 2015 Additional Success Workshop, Implementation Scoping and SOW development. Contract signature Coupa Software, Inc. - Confidential

22 Fortune 250 Retail Case Study : Value Realization PROJECT SUCCESS CRITERIA 1. Improve Customer Experience: Enhance usability for employees and suppliers 2. Drive Controllership: Meet SOX/compliance 3. Provide Scalability and Maintainability: Retire existing system 4. Increase Cost Savings / Spend Visibility: Compliance to our contractual arrangements. Track and manage spending habits ($3B+ in spend) Kickoff Mar 30 S2O +Analytics ~ 5 Months (Phase I) Go Live (Phase I) Sep 8 Phase II Mar 1 ( 16) Phase III Jun1 ( 16) Mar Apr May Jun Jul Aug Sep Mar Jun 1.Governanc e Strong Executive Leadership Clear decision making with strong bias for progress 2.Coupa Training & Education Prioritized product development & high internal coordination Highly collaborative team approach with many Coupa organization interfacing with customer 3.Customer Clearly stated project goals Goal focused approach Realistic planning and issue resolution maintained forward momentum 2015 Coupa Software, Inc. - Confidential

23 Fortune 250 Retail Case Study : Value Realization Integrations & Supplier Enablement Architecture Highlights ORACLE EBS Integration Standard Flat Files / API PGP Encryption for Security Phased Integration Approach Faster Integration Deployment High Data Volume Customer Supplier Enablement Supplier Maturity Model Analysis Category of spend Transaction Volume Coupa & Supplier PO Transmission Automation Cultural Transformation 2015 Coupa Software, Inc. - Confidential

24 Fortune 250 Retail Case Study : Value Optimization PROJECT SUCCESS CRITERIA 1. Improve Customer Experience: Enhance usability for employees and suppliers 2. Drive Controllership: Meet SOX/compliance 3. Provide Scalability and Maintainability: Retire existing system 4. Increase Cost Savings / Spend Visibility: Compliance to our contractual arrangements. Track and manage spending habits ($3B+ in spend) Working with a Coupa Technical Account Manager RESULTS ACHIEVED TO DATE < 5 Minutes < 24 Hours Passed Audit > 85% Spend Average Time for User to Create Requisition Average Approval Cycle Time Meeting SOX / Compliance Rules Spend Under Management of Enabled Users 2015 Coupa Software, Inc - Confidential