RightAnswers Client Success for Genpact NOVEMBER 5, 2015.
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Transcript of RightAnswers Client Success for Genpact NOVEMBER 5, 2015.
![Page 1: RightAnswers Client Success for Genpact NOVEMBER 5, 2015.](https://reader036.fdocuments.net/reader036/viewer/2022070412/5697bf8d1a28abf838c8c543/html5/thumbnails/1.jpg)
RightAnswers Client Success for Genpact
NOVEMBER 5, 2015
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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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3 RIGHTANSWERS 2015
RightAnswers Introductions
Keith BergVice President, Professional Services & Product Development
• Project Management Team
• Implementation Engineers
• Integration Development & Maintenance
• Core Product Development
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4 RIGHTANSWERS 2015
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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5 RIGHTANSWERS 2015
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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6 RIGHTANSWERS 2015
The Winning Team (Tom)
You RightAnswers
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7 RIGHTANSWERS 2015
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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8 RIGHTANSWERS 2015
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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9 RIGHTANSWERS 2015
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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10 RIGHTANSWERS 2015
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
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11 RIGHTANSWERS 2015
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
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12 RIGHTANSWERS 2015
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
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13 RIGHTANSWERS 2015
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
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14 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
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15 RIGHTANSWERS 2015
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
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16 RIGHTANSWERS 2015
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
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17 RIGHTANSWERS 2015
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
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18 RIGHTANSWERS 2015
Knowledge Success Program (Michelle)
• Comprehensive RightAnswers Platform functionality training
• Best practices
• Knowledge methodology
• Customer roundtables
• Industry trends
Educate
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19 RIGHTANSWERS 2015
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
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20 RIGHTANSWERS 2015
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
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21 RIGHTANSWERS 2015
On-boarding Track – (Tom)
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22 RIGHTANSWERS 2015
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
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23 RIGHTANSWERS 2015
RightAnswers working with you (Alex)
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24 RIGHTANSWERS 2015
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
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Questions?