Client Experience update

Transcription

1 Client Experience update

2 Client Experience Mathilde Sanson Chief Client Officer Phone: Kyriba Corp

3 Client Experience Journey Client Success CLIENT ADVOCACY Contract Signature IMPLEMENT Professional Services Client Support MONITOR SATISFACTION SUPPORT GO LIVE

4 Client Kyriba Professional Services Responsible for Implementation project thru Go-Live Additional delivery for new modules or adhoc training Client Success Account Relationship Client Satisfaction Surveys Client Referral Program Kyriba Live! Annual conference Regional User groups Client Support Responsible for day to day Support Case Phone Kyriba Social

5 Client Experience- 3 years transformation Global Client Experience Headcount 73 Certified Consultants NA Completed Full GO-LIVE 40 Overall Kyriba Satisfaction Score 3.47 (Out of 5) Client References 76 Premium Support Customers % 10 Partners % 60 partners

6 Client Experience Initiatives Increased communication: Kyriba Social, Platform, Website Partner enablement programs Cross border teams and global project management Value calculator Plus Studies ( Platform Utilization Studies) Customised Support offerings (Premium, Platinum) Kyriba Corp

7 Professional Services Marketing EBook about Implementations: Blog Posts/Webinar on Services/Support

8 Global Support & Services おはよう Good Morning 早上好 Good Morning Good Morning Buenos Días APAC -Tokyo, Japan -Singapore NORAM -New York, USA EMEA -Paris, France -London, UK -Dubai, UAE Bonjour Good Morning Good Morning Bonjour

9 Measuring Implementation and Treasury Success Introducing the Value Calculator Tool Your Budget-to-Value Journey Communicate successful use of company funds Receive Budget (Company Funds) Partner with Kyriba Measure Treasury Before Kyriba Implement Kyriba Measure Treasury After Kyriba

10 Client Experience goals Global target Client Experience Headcount Certified Consultants NA Completed Full GO-LIVE 40 60% 10 Partners 62 85% 60 partners % 200 partners 125 Overall Kyriba Satisfaction Score 3.47 (Out of 5) Client References 76 Premium+ Support customers

11 EMEA Go Lives 2017 YTD- Congratulations!

12 Center of Excellence Elisa Panico Vice President Center of Excellence Phone: +1 Kyriba Corp

13 Client Documentation is LIVE on Emerald and Diamond Sapphire and Ruby are to be deployed on July 8 th and July 15 th respectively Live webinar held Feb Link available on Kyriba Social

14 Our main Focus GL LEDGER 2% GL REC 2% FINANCIAL Global Support Cases TRANSACTIONS 4% OTHERS 4% COMMUNICATIONS 9% CASH AND BANKS 41% CORE 19% PAYMENTS 19%

15 Kyriba Online Documentation an overview Focused on workflows processes and specific setups Functional display Can do search by function Can do general searches and print documents as well. Additional access to new and improved user guides

16 Kyriba Online Documentation an overview New functionality will be embedded in the application. Icon throughout the different modules.

17 Kyriba Corp How it works? Clicking on the icon will deploy the functionality

18 What s ahead. Q3 17 Q-4 17 Q Q4-18- Q1-19 Cash Management & Forecasting and Payments workflow links Payments module LIVE deployment CORE Data module LIVE deployment Comprehensive General Module User Guides for Cash Payments and CORE Data Rest of Cash and Liquidity Content Deployed French Deployment of all content developed in English Financial Transactions Deal Capture LIVE deployment Comprehensive General Module User Guides for FT Deal Capture Financial Transactions Valuation LIVE deployment Bank Relationship LIVE deployment Rest of Payment deployment Japanese deployment of all content developed in English Kyriba Social Integration w/portal. Deployment of additional modular content (Netting. SCF) in English and French Additional Languages Deployment (Spanish) Release notes and service packs deployment through portal

19 Client Success: We are here for you! Stéphane Boudara Vice President Client Success, EMEA & APAC Phone: Kyriba Corp

20 Client Success Missions Voice of the Customer/Customer Advocacy *Proactively monitor client feedback throughout the client life-cycle (calls, on site visits, user group, CAB) *Conduct and analyse data from client success surveys and from case transactional responses *Identify areas of improvement and propose actions *Collaborate with all Kyriba teams to ease resolution application #1 GOAL: Happy Customers for long term collaboration

21 Our Web Portal Kyriba Social Knowledge Base Cases Ideas IP

22 Update CSM in % of the team Certified Case Transaction Survey 4,7/5 on YTD 90% cases Acknowledged <30mn Cases Handled by month Kyriba Corp

23 Update CSM in Premium (9 in Northern Europe) 1 Platinum 22 Kiwi Tips & Tricks published on KS 55 Handovers (31 Southern Europe 23 Northern Europe) Kyriba Corp

24 Platinum Support offering Additional services recap Contact allowed to reach out to Support Individualised and Customised monitoring Platinum 3 per region (EMEA/NORAM/ASIA) YES 1 Dedicated phone number + mobile YES Platform Utilization Study (PLUS) session Functional assistance/user Training On site visit Yearly 8 hours per month 2 per year Kyriba Corp

25 Client Success Survey May 15th-June 30 th : Trend Recipients 1053 contacts, 588 companies (Northern Europe : 181 recipients, 110 companies) 175 answers at the moment (17% response rate) Timing / Duration May 15 th June 30 th 6 weeks

26 Overall Satisfaction EMEA Solution Professional Services , , nov-11 apr-12 nov-12 apr-13 nov-13 apr-14 nov-14 jun-15 feb-16 May-17 nov-11 apr-12 nov-12 apr-13 nov-13 apr-14 nov-14 jun-15 feb-16 May-17 Customer support , nov-11 apr-12 nov-12 apr-13 nov-13 apr-14 nov-14 jun-15 feb-16 May-17

27 Net Promoter Score- EMEA Detractors Passive Promoters Total % of Promoters = 31% Total % of Detractors = 16% 31% 16% 15 * Nov 2016 NPS = 7,7

28 Our Success is measured by your Success! Thank you! & We look forward to our continued relationship!