Making Our Customers Successful. Paul Brook, Vice President Customer Success, SuccessFactors

Transcription

1 Making Our Customers Successful Paul Brook, Vice President Customer Success, SuccessFactors

2 Customer Success Customers Are at the Heart of Everything We Do

3 Because Caring Isn t Enough, We Acted

4 Top 10 Improvements to Expect from Customer Success

5 10. A Support Experience That Is So Simple and Intuitive, I Can Retire Early.!

6 10. Intuitive and Simple Support Experience A day when Customers never have to submit a request on a known issue Support and product teams collaborate to minimize support requests Known issues are solved quickly A continuous feedback loop exists between Customer Support and product teams for ongoing, continuous improvement Make your product so easy and intuitive, I don t have to ask questions.

7 10. Intuitive and Simple Support Experience A day when Customers rarely have to ask a question World class self-service is available to customers at their fingertips Where support is embedded in the product so customers can get help where and how they want it Efficiency and self service options give support professionals more time to focus on proactively helping you get more out of SuccessFactors Help me get answers on my own quickly and easily.

8 10. Intuitive and Simple Support Experience A day when Every interaction with Customer Success is a Wow experience Anywhere access through channel(s) of choice and need Customer Success professionals are armed with a 360 degree customer view, enabling a targeted and personalized Wow experience Make every experience working with you a Wow experience.

9 10. Intuitive and Simple Support Experience We will provide support services that are Effortless A competitive differentiator Beyond repetitive Q&A to proactive delivery of value

10 9. Support Your Way!

11 9. Support That s Designed for You Introduce new support vehicles and capabilities An improved customer experience In-product support Click to Chat, Click to Case, Click to Call, communities, knowledge management Improved configuration management tools Proactive customer reach out Customer Value Tracks, more Advisor Sessions and webinars

12 9. Support That s Designed for You Revised and Improved Support Offerings Previous Complex Support Offering Revised Streamlined Support Offering

13 9. Support That s Designed for You Up-level and re-brand Standard support to Premium support Significantly improved customer self-service support capabilities Proactive customer communication Improved content and knowledge Deliver flexibility through Customer Success Units model

14 9. Support That s Designed for You Implement Improved Platinum Support Offering and Model

15 8. Unleash the Value

16 8. Unleash the Value Customer Value Program Commitment Education and training opportunities: Advisor Sessions, webcasts and face-to-face events focused on optimizing a customer s investment in SuccessFactors available at Deliverables Best practice VIP webinars for specific customer audiences Events to be developed and delivered by a mix of: Internal SFSF personnel from CS, PS, Product and Marketing

17 8. Unleash the Value Date Type Topic Key Presenter May 30 Webcast Employee Profiles SuccessFactors May 10 CS Day Integrated Talent Management & NYC Coty, Inc. User Group April 25 Webcast Performance Review SuccessFactors April 18 March 6 Webcast CS Day Platform Consolidation Integrated Talent Management in Healthcare Feb 8 Webcast Job Descriptions Feb 1 Webcast Calibration Review Whirlpool Ricoh Print Solutions Carolinas Healthcare System Horizons St. Joseph Medical Center Dec12 Webcast Workforce Metrics SuccessFactors Nov 29 Webcast Goal Cascading Varian Events Companies Reached Attendees

18 7. Be There When I Need You

19 7. Be There When I Need You A consistent global support experience San Mateo U.K. 24/7 Support for all mission critical issues Warm hand-offs between centers Germany Hand over call with customers Boston Arlington France Manila Unified, repeatable and consistent support Same support experience for all product lines Brisbane Align all support teams and support offerings

20 6. Help Me Collaborate with My Peers

21 6. Help Me Collaborate with My Peers Customer Community highlights Over 3,200 global registered customers Links to SuccessConnect content User groups in July

22 5. Be Better with SAP

23 5. Be Better with SAP Align to high water mark/best practice SLA s, ongoing pursuit of in-language support, 24*7 / FTS for mission-critical incidents, escalation management Better Together Leverage SAP s global support infrastructure to build out global SF support teams Co-locate SAP and SuccessFactors support teams to gain maximum value, efficiencies, economies of scale Map SF Platinum Support Account Managers into SAP Max Attention Account teams

24 4. Listen to My Feedback and Act On It

25 4. Listen to My Feedback CAB support focus group SR, chat, surveys Platinum relationship survey NPS survey VIP Program feedback

26 3. Provide Regional Relevance

27 Making Our Customers Successful Mark Witty, Director Customer Success, APAC SuccessFactors

28 3. Provide Regional Relevance Improving Our Support Team Integrated Technical Resolution teams across BizX, LMS, WFP/A aligned by product expertise We ve invested in our staff s expertise with over 100 training-days completed in 2012 Progressively extending our team with a clear focus on providing more language natives Launched New Platinum Support Delivery Model in Q1 With build out of dedicated Platinum Technical Resolution team Renewed focus on proactive Platinum support account management

29 3. Provide Regional Relevance Improving Overall Support Delivery Improving overall support delivery Launched live chat in 2012 Over 2,700 chats, 740+ customers, chat time ~20 minutes, 82% of chat issues resolved in chat Survey conducted with U.S. customers say..they LOVE it!.. & you re next! Full Platinum chat roll-out targeted for August Introduced FTS critical issue hand off between regions for a global support experience Introduced Customer Value Days focusing on proactive support and guidance

30 2. Make time to meet with me. SuccessConnect

31 2. Meet Customer Success Team Today CS SuccessConnect Agenda Meet the Customer Success team in the meet the experts area Request a one-on-one meeting with CS leadership (Paul Brook & Luc Trimouille) Roundtable Discussions: In the Meet the Experts area The New Revolution Interface June 14, 12:00 to 12:30 PM Led by Jens Schubert, Benjamin Knowles and Olivier Mormin Planning for Your Talent Management Cycle June 14, 12:30 to 1:00 PM Led by Jens Schubert, Benjamin Knowles and Olivier Mormin

32 1. Beautiful Products Deserve Beautiful Support

33 1. Beautiful Products Deserve Beautiful Support In-Product Support Contextual CS knowledgebase search Create and manage cases without ever leaving the product Historical reporting on cases and SLAs Contact CS from within the product via chat, call or by requesting a callback Support Without Boundaries A unified support portal for all Success Factors, Plateau, and Jobs2Web customers

34 7 Paul brooks Video

35 Thank You