1 kronos stakeholder interviews detailed findings v8.17.10

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Kronos Stakeholder InterviewsDetailed Findings v8.17.10


Index

Stakeholder Groups Interviewed

Key Stakeholder Findings

Shared Organizational Goals

Challenges

Landscape Considerations

Group Summaries


Stakeholder GroupsTopics Business Participants IT Participants Date

Tour of Current PortalSteve Tisa, Dave Pothier, Tim Ozirsky, Paul Pak, Anthony Radanovics, Scott Severn

Andrea RolliNeel Vora 7-May

Support Overview, Business Issues Joe Lelievre, Kathleen Norton, Wendy Zimmerman

Tina BrownPetra SchickmairKristen Cornila 12-May

Customer Billing and Finance Opportunities Lynne Rudert, Anthony Tocci Lynn Andrews 12-May

Overview of Ed Services needs and systems, KnowledgePass Peter Broderick, Tom Kimmel, Scott Severn Keith Cornila 13-May

eCase, SecureFTP,entitlements Tim Ozirsky, Anthony Radanovics, Paul PakTina Brown Ellen Surette 17-May

Professional Services Offerings and Needs Leo Daley, Teri Edkins, Jeff FulcinitiAndrea RolliNeel Vora 18-May

System & Software Architecture Neel Vora, Paul Pak, Andrea RolliDoug TamasanisGlen Conant 18-May

Sales and PreSales Needs Greg Smith, Barb Vlacich, Joyce MaroneyTina BrownAndrea Rolli 18-May

Customer SAT/SATMetrix Joyce Maroney Keith Cornila 18-May

Community , Social Media , Customer and Industry ForumsSteve Gray, Joyce Maroney, Michele Glorie, Steve Tisa, Jack Ferres Karen Bard 20-May

Branding, Marketing Programs, Lead generationSteve Gray, Steve Tisa, Brian Chertok, Ken Volk, Joyce Maroney; Jim Kizielewicz Karen Bard 21-May

International Support and Marketing David Feng, Kate Burge, Rod Thorpe, Tom McKennaAndrea RolliEllen Surette 21-May

RFE Application and Customer CommunityBill Bartow,Vince Teso, Susan Johnson, Joyce Maroney, Fred Federlein, Elaine Fearnley, Frank Marino Tina Brown 24-May

Partner/Distributor Needs Bob Wilson, Rob Amor, Elaine Fearnley Tina Brown 7-Jun

SuperSearch, Inquira Tim Ozirsky, Anthony Radanovics, Paul Pak Petra Schickmair 7-Jun

Project Management Office Needs Susan Cyr, Tricia Kirkman Andrea Rolli 10-Jun


Key Stakeholder Findings

Usage Patterns• Usage of the Portal is event-driven• Heavy use during implementation, then drop off

into “dormant period”• Customers who currently use the Portal are not

necessarily “decision makers”

Install Base Picture and Customer Info is Incomplete• Products may not be current• Contact information may be incorrect• Kronos may not have latest information

Customers Not Aware of Benefits• Customers not aware of which products they own• Not aware of support resources, training available• Not aware of content

Improved Analytics and Measurement from Customers is Key• Better tracking of usage patterns• Take the pulse of communities• Allow them to participate in RFE

Customer Portal Needs to Reflect “Easy to Own”

• Single sign-on• User experience consistency• Intuitive and uncluttered interface• Fast access to the right information

Customers Want to Help Themselves• Eager to adopt self-help/self-serve• Bring expectations from other online experiences• Want to participate in Communities


Shared Organizational Goals

Portal as Key Differentiator• Customer Portal Needs to Reflect “Easy to Own”• "The Experience You Expect”• Remind customers of Kronos value proposition

Increase Customer Awareness• Awareness of product features or resources• Awareness of service contract entitlements and renewal timelines• Awareness of invoicing actions• Awareness of training and support resources• Manage product upgrades

Revenue Generation• eCommerce for small purchases• Promote upgrade opportunities

Cost Reduction• Encourage community problem solving• Facilitate self-serve problem solving• Provide better access to education and training

Promote More Self-Serve activities from customers• Allow them to manage accounts• Customers manage roles and permissions

• Improve profile information

Build a Robust and Thriving User Community• Essential to widening audience, making site “sticky”• Provide content, functionality to “Decision Makers” and Influencers• Make Kronos the “center of gravity” for the user community• Establish Kronos as the subject matter expert

Improve International Representation• Provide more localized content• Suppress “US-centric” information that may be confusing or

irrelevant to international audiences

Obtain Better Customer Intelligence• Measure customer activity• Profile customers based on patterns• Deliver targeted content based on profiles

Improve Overall User Experience• Single sign-on• Consistent, easy-to-use interface• Simplify navigation, improve search capabilities• Provide users a personalized experience


Challenges

• Lack of centralized governance• Disparate systems need to be made to work

together• Parallel initiatives need to be coordinated• Need organization to set priorities• Ideal Portal solution may need to be implemented in

phases


Landscape Considerations

• SuperSearch being upgraded to Inquira August 2010• Professional Services undergoing a product

streamlining• RFE Group implementing new capture systems• 360 View initiative underway• Finance redesigning Invoices on June 2• Phasing out Depot Exchange and Depot Repair

programs Sept 2011• Strong passwords for Logins May 2010• 3 Step eCase interface June 2010


Usage Dynamics

Implementation “Dormant Phase” Upgrade

Curr

ent E

ngag

emen

t

$$$ $$

Service Event Service Event Service Event

Opportunities to increase engagement with users

through: community, training, SME content, alerts, etc.

Following implementation, engagement drops off into

“Dormant Phase”


Support

Usage Statistics• 70% of support issues are handled via phone, 30%

online• Goal is to solve support issues 30% by phone, 70%

online• Overall customers are very satisfied with the level

of support provided by Kronos and the response time

Major Challenges Are Incomplete Customer Information• Major complaint is Kronos not knowing who

customers are or what their support entitlements are

• Bad profile information, bad contact information in records

• No awareness of product, or version customer has• Not tracking history on which service packs

customers download• Customers are not currently notified when their

support contracts are terminated for non-payment - they are not aware of this until they call

• On service calls, customers are asked for a lot of information regarding their install base - this information is never updated in permanent records

SuperSearch at the Heart of Support• Customers use SuperSearch to solve problems,

only call when necessary• New SuperSearch based on Inquira platform roll-

out in August 2010

Opportunity• Customers have informal communities where they

try to assist one another• Establish a correlation between support history and

training opportunities


Customer Billing

eCommerce• Potential for eCommerce on incremental items

(badges, clocks, etc.)• However, there is a potential conflict with existing

sales channels

Portal as An Access Point for Billing?• Ability for customers to view electronic invoices?

Would need to have well defined user permissions for it to work.

• Potential to alert/notify customers when invoices are due

• Most customers don't pay first invoice, Portal could notify them

• Ability for customers to view contracts online?

Challenges to Billing• Need for better Customer contact and profile

information

• Companies and customers are hard to define• Currently relying on Solution ID to determine billing

address • Need for customers to provide self-updating of

information


Education Services

Promoting and Selling Education Services• Portal should be the single point of access for training• Goal is to sell training during "dormant" periods, post

implementation• Improve registration for courses by pre-populating

information

Increase Customer Awareness About Education Resources• New customers need awareness of training available• Existing customers need to be reminded about

training opportunities of which they have not taken advantage

• Training can be recommended based on support patterns, history

• Need to reach out to customers who are not active• Customers who use the Portal are not necessarily the

decision makers

Opportunities• Consider tools such as a "curriculum wizard" that

makes training recommendations based on customer profile

• eCommerce: ability to purchase of training courses online

• Promote training for customers thinking about upgrading

• UK offers discount for support if customer takes training. Opportunity?


eCase

eCase is well liked by customers• Generally, customers like to use eCase• 20% of customers use eCase• Desire to flip proportion of eCase vs. SuperSearch

20% to 80%

Currently Asking Customers to Provide Information We Should Know• Would like to have complete customer information

when generating an eCase: product, version number, hardware

Systems and Processing• eCase data managed by AmDocs• Overnight process to update• Only worldwide system in place• New 3-step process implemented with Inquira

Customer Request• Would like a way for customers to submit

"attachments" or submit information related to their problem

Dependency on Entitlements and Other Challenges• Entitlement levels determined by support level• These need to be checked before opening a case• Issues with hardware support: Exchange Program vs.

Depot Repair• Difficult to reconcile serial numbers, track what

customers have• Data discrepancies affect billing


Community

Need for a Concerted Community Effort and Strategy• Social Media Governance is essential for strategy• Previous efforts have had little user participation• Existing forums are hard to find on the current Portal• Community Strategy needs to consider existing initiatives:

Blogs, Facebook, YouTube, LinkedIn, Twitter• International considerations for community• Critical to widening the Portal audience from IT to Decision

Makers and Influencers

Conversations are happening, But Not on the Portal…• Forums like Yahoo Groups are where conversations are taking

place• Debate of whether community discussions are open or public• Open Forums could be SEO opportunities• How to deal with Partners? Should they have a separate forum?

User Community as a Way to Enhance Perception of Kronos• Desire to become "The Kronos" guy, on the new Portal• Great way to position Kronos as a subject-matter expert• Is Kronos ready to support content and moderation needed to

foster a community?• Community as a way to enhance the RFE program

• Community can serve as the "stickiness" to bring back customers

Opportunity to “Crowdsource” Support Functions• Provide tools such as Yahoo or LinkedIn Answers – encourage

community problem solving• Information-sharing between members• Can Kronos be a connection for employees within a customer's

company?• The user community has a great desire to connect localized

groups How can we encourage community participation?• Reputation points? Perks?• Good way to enhance reputation with Marquis customers• Allow easy subscriptions and alerts to ongoing discussions• Monitor, measure what customers are discussing • Ensure that any forums or discussions are searchable and

appear in SuperSearch


Request for Enhancements (RFE) Program

New Capture Software• RFE integrating a new software tool to capture

RFEs ("Accept")

Desire to Integrate RFE Process with Portal• However, keep RFE process a product process,

not Marcomm

Improve Submission Process and Transparency• Influential groups are the Product Advisory

Council (PAC) and the Customer Advisory Board (CAB)

• Only 5-10 RFEs are accepted and implemented out of all submissions

• Currently a 12 month cycle, no immediate feedback to contributors

• Not a transparent process

Large Companies vs. Small Companies

• ADP as largest reseller, yet competitor - how to include?• Do they have separate communities?• They provide unique requirements

• How are ideas weighted between large companies and small companies?

• Small companies provide most of the RFE inputs, however, large companies carry a lot of weight

How to Nurture Custom Work User Communities?

• Active user communities that do custom work and share it amongst themselves - how do we harness?

• Do you support them?• How to integrate into RFE process?• Opportunity for "Idea Capturing Widgets", ability

for users to contribute ideas outside of Portal


Professional Services

Professional Services Include:• Implementation, support, consulting, and optimization,

upgrades, and consulting (after-market; post-implementation)

• Customer that interact with the Portal that don’t have many touch points with PS

• Big clients get all attention (TJX, Lowes)• Professional services information should be public

Rebranding Services Initiative• In process of making service offerings a simpler portfolio• Roll-out of new services list ~7/12• New product/services pages• -soft-launch July, hard launch in Fall• Services are higher level to products (no correlation)• Customers upgrade if losing support on existing product• “Solution View” aggregates a majority of info

Portal as a Tool to Promote Professional Services• Promote post-implementation services

• Trigger notification of a class based on what user is doing on Portal

• Provide steps/roadmap (what steps to take, what to expect) for upgrade, etc.

• Customers interface with customer portal to see their project (OpenAir)

Potential Opportunities• “Services finder” - how to make the most of the

implementation• PeopleSoft websites offers tools for people to see what it

takes for an upgrade• Live chat with rep (e.g. SAP)

Goals• Compare portal and BtoC Amazon/eBay rather than BtoB• Portal > Generate leads and revenue• Lower cost/and increase efficiency of support organization

by self-service • Contextually relevant services, self-help• Support this high-margin center and optimize as much as

possible


System Architecture

Background• Several IT projects currently in progress• Portal/Ownership has transitioned• IT-managed tech components• Business units mange the content• Portal is decentralized

Multiple systems• Oracle• AmDocs• Secure FTP• Inquira

Architecture Changes• Inquira rollout August 2010

• Move to strong password for login• "Changepoint" migrating to Open Air

(Professional Services)

Architecture Goals• Opportunity to leverage Inquira

components• Single sign-on experience is a goal -

users should not have to log in twice• Portal needs more governance• IE6 is still a requirement


Sales and Pre-Sales

Remind Customers about Kronos Value Proposition• Remind customers of who Kronos is• Connect people with demand generation campaigns via

Kronos.com

Reinforce Image of Kronos as a Partner• Put a "face" on customer contacts: sales rep, sales manager,

ops, etc.• Customers could log in to see who sales rep, support sales

rep, ops person is• Kronos as homey, comfortable, intimate experience is

differentiation - ratings are 9/10 for customer support

Make the Portal the Single Point of Customer Interaction• Portal as single point of interaction for customers• Make one stop for finance/payroll/HR professionals in industry

(value-add content)• Customer should be able to configure to pull in information

they are interested in - a “dashboard” - by vertical, community, etc.

• Customer could log in to see contract info, renewal dates on portal, RFE status, credits statement, learning point statement, voting, (not all people should have access), support incident status

Measure Customer Activity and Deliver Targeted Content• What features are not being used and make suggestions

(don’t configure properly or maximize investment)• Automate and suggest enhancements (like Amazon, e.g. have

you considered…) - would need record keeping to keep this up

• Use data patterns to identify sales opportunities

Community• Make Kronos “center of gravity” for community (currently

mostly external)• Look at what issues are, get customers thinking about • Show focus in verticals with user groups/communities • Cater to verticals and IT community• Calendar of events

Opportunities• Use Portal to create demand• Opportunity to cross-sell managed services • Create demand by providing some free information as a

teaser


Customer Satisfaction Metrics

General Goals• Increase net promoter status of as many customers as

possible• Provide content for broader audiences• Provide customers with feedback on what is being done

with their survey information ("We are Listening" message)

• Encourage users to help us improve our profile data

Provide Users a Personalized Experience• Ability to customize your Portal interface• Subscriptions to content

Gather Better Intelligence on Customers• Measure click patterns, trigger analytics• Deliver targeted content• Understand who has registered for what• Measure what content is popular/not popular

Listen to the “Voice of the Customer”• SATmetrix

• RFE process• Customer advisory board• Give people the ability to comment any time =

“suggestion box”• Ask them what they want

Encourage Participation in User Communities• Provide rewards/incentives for number of answers

provided in forums

Maintain Engagement via Notifications• Add notifications for when sites/discussions happen• Reputation points for forum participation• RSS or email notifications that something has changed

Reinforce Kronos Value Proposition• Having a presence in Portal that explains what we are

doing with feedback and “happy stories”/testimonials• Establish Kronos presence - what we are doing• Publish results and what improvements are being made

on public site


Marketing/Branding

General Portal Goals• Increase in Revenue• Cost Reduction• Funding needs to be based on driving more revenue

Creating Notion of Value for Customer• Show ongoing value that Kronos can provide• What else can Kronos do for you?

Portal Priorities• #1 Make it easy/support• #2 e-Commerce • Avoid potential channel conflicts• Need a phased/tiered recommendation for project after Discovery

Desire to Improve Intelligence on Customers• Track customer behavior• Compilation of “customer profiles”• Data profiling - a distinct Kronos advantage over competitors • Personalization needs to focus on .com and Portal sites


International Support

Majority of Content is US-centric• Globally (outside US and Canada) content is US-

centric• Workflow process (e.g. 800 numbers) is US-focused• Some issues not relevant or different (e.g. Daylight

Savings)

UK/Australia – Content Language is not an Issue, But Some Content is Still not Relevant • UK finds info for KnowledgeBase, eCase, Service

Packs useful• UK Support promotes portal use• Share responsibility to initiate information changes• Non-US regions – translated content not available

Install Base, Customer Data Also International Issue

• Common platforms (Oracle, Amdocs)• Customer data and install base data are also issues

Growth Opportunity for Regions• FY11 – India/China plans to grow from $1-10M in 3

years• China and India need to grow brand awareness and

create demand• But where the most growth exists, the most help is

needed

Common Goals• Conceptually, every region wants the Portal and

wants to promote its use• Desire to generate more local-specific content at the

local level• Implement better filtering so non-applicable content

is omitted for that region• Desire to make this a greater organizational priority• Share desire to reduce support costs through self-

serve support


Partner Organizations

Need for a shared space on the Portal for Partner Organizations• Portal is ideal resource for Partners to browse

and download Kronos support materials• Need for Kronos to provide access to large

files, VMWare and make accessible to Partners

Some Content Should be Easily Accessible• Training• Sales Materials

Proprietary Information Should be Password Protected• Price sheets• Statements of work• Contracts

Larger Partners May Require Different Solution• Partners such as ADP have unique

relationships with Kronos• Needs may differ from smaller partners• Existing partner site not working well, needs

improvements

Opportunity to Co-Brand Portal Offerings?• Can Kronos “pass-through” support of content

access to Partners in a co-branded Portal?

1 kronos stakeholder interviews detailed findings v8.17.10

Documents

rfe customer portal

anthony radanovics

customer billing

customer info

communities slide

aware of benefits customers

right information customers

latest information customers