RightAnswers Client Success for Genpact NOVEMBER 5, 2015

RightAnswers Client Success for Genpact

NOVEMBER 5, 2015

2 RIGHTANSWERS 2015

RightAnswers Introductions

Tom PolicanoVice President, Client Success & Support

• Client Success Management

• Product Training

• Technical Support

• Cloud Operations

• Data Security

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RightAnswers Introductions

Keith BergVice President, Professional Services & Product Development

• Project Management Team

• Implementation Engineers

• Integration Development & Maintenance

• Core Product Development

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Key to Success (Tom)

• Implementation– Getting you up and running quickly

• Training–Making your knowledge users experts

• On Going Support– 24/7/365 technical support

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Meeting Challenges together – Genpact and RightAnswers (Tom)

• Centralizing knowledge and Standardizing processes

• Ensuring structure, audit and governance

• Enabling ease of findability and usability of knowledge

• Promoting collaboration and sharing of knowledge

• Capturing, Maintaining and updating knowledge

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The Winning Team (Tom)

You RightAnswers

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Your Team (Tom)

• Technical Project Manager – Poonam Verma

• Sales Director - Business Development APAC – Amit Sharma

• Cloud Infrastructure Director - Ben Barresi

• Client Success Manager & Content Manager – Alex Baker

• Assigned Training Manager – Michelle Stumpf

• Assigned Knowledge Practice Leader – Laura Yeomans

• Support Director – Jyothi Honnavalli

• Management Team:

• Bill Pollie – VP, Global Sales & Business Development

• Tom Policano – VP, Client Success & Support

• Keith Berg – VP, Professional Services & Product Development

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Your Dedicated Team - RightAnswers Client Success IntroductionsAlex BakerClient Success Manager & Content Manager

• Dedicated Client Success Manager

• PMP Certified, manages your progress through the onboarding project plan

• Single Point of Contact for onboarding and content questions

• Holds individual best practice and configuration sessions with client

• Manages RightAnswers content creation and assists client through the content creation process

• KCS Practices V5 Certified

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Your Dedicated Team - RightAnswers Client Success Introductions

Michelle StumpfDedicated Training Manager

• Creates curriculum around your goals

• Delivers instructor-led training sessions

• Fields functionality-related questions

• Assists with your training plans

• Certifies customers on RightAnswers

• KCS certified & KCS certified Trainer

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Your Dedicated Team - RightAnswers Client Success Introductions

Laura YeomansDedicated Knowledge Practice Leader

• Leader designing knowledge best practices

• Knowledge process expert

• Aligned specifically to large/ high-complexity clients

• KCS certified and KCS certified trainer


Your Dedicated Team - RightAnswers Support Introductions

Jyothi HonnavalliSupport Director

• Manages dedicated support team

• Drives 24x7x365 Global Technical Support and Customer Service

• Responsible for post implementation maintenance of customer deployment

• Escalation Point for Customers

• KCS Practices V5 Certified


Your Dedicated Team - RightAnswers Support Introductions

Ben BarresiCloud Infrastructure Director

• Manages all Highly Available Global Cloud Infrastructure in the US and Azure

• Responsible for the Implementation and Support of Client Infrastructure Needs

• Monitors and Ensures Infrastructure meets or exceeds SLA Requirements


How We Do It… (Tom)Knowledge Success methodology is our approach to ensuring your success with Knowledge Management…

Support

Implement Educate

Validate

Engage

•RIGHTANSWERS / 2015


How We Do It… (Tom)

We lead the way on your Knowledge Management Journey…

• Gather the teams

• Clearly define goals

• Validate business drivers & initiatives

• Mange all aspects of onboarding

• Improve customer satisfaction

• Manage timelines

• Drive critical path tasks to go live

Engage


Knowledge Success Program (Keith)

• Authentication and Personalization

• Branding

• Blueprint for multi-tenant cloud implementation

• Onsite implementations

• Integrations

• Bespoke development

Implement

Phased approach based on your business goals and timeframes


Knowledge Success Program (Alex)

• Focus on content identification, conversion, and creation

• Organize, segregate and optimize content for maximum findability

• Encourage Content Best Practices to ensure full user adoption

• Maximize benefits of content metadata such as keywords and taxonomy

Implement

Phased approach based on your business goals and timeframes


Knowledge Success Program (Tom)

• Center of Excellence Team– Certified by RightAnswers

• Train-the-Trainer

• Instructor-Led Online Sessions

• LMS (Learning Management)

• Webinars & Webinar Series

• Recordings

Educate


Knowledge Success Program (Michelle)

• Comprehensive RightAnswers Platform functionality training

• Best practices

• Knowledge methodology

• Customer roundtables

• Industry trends

Educate


RightAnswers Learning Management System (Michelle)

• Ongoing webinar series

• Self-paced training

• Recorded training sessions

• Custom and On-demand Training

• Hands-on experience

• Focused deep-dive modules

• Focused functionality Q/A sessions

Educate


RightAnswers Certifications (Michelle)

• Knowledge Architecture

• Knowledge Segmentation

• User Management and Workflow

• Knowledge Analytics and Measuring Success

• Industry best practices

• Adoption

• RightAnswers Certification

• Setting up for success

Educate


On-boarding Track – (Tom)


We Start Where Others Leave Off… (Tom)

Client Success confirms your business preparedness with

RightAnswers

“Client Success Go Live

Validation session”

• Setting you up for success

• Building on your baseline as the foundation to measure success

• Ensure effectiveness of best practice guidance and collaboration

• Ensuring you’re “Ready for Production”, leading to long-term success and optimal customer satisfaction

Validate


RightAnswers working with you (Alex)


We Start Where Others Leave Off… (Jyothi)

The journey continues…

• 24/7/365 access

• Dedicated support analysts that understand your environment

• Robust self-service portal available 24/7 for your functionality needs

• Support portal access for ticket management

• Quarterly executive review

Support

Questions?

Documents

RightAnswers Client Success for Genpact NOVEMBER 5, 2015