Kronos Stakeholder
Interviews
Detailed Findings v8.17.10
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Index
Stakeholder Groups Interviewed
Key Stakeholder Findings
Shared Organizational Goals
Challenges
Landscape Considerations
Group Summaries
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Stakeholder Groups
Topics
Tour of Current Portal
Business Participants
Steve Tisa, Dave Pothier, Tim Ozirsky, Paul Pak, Anthony
Radanovics, Scott Severn
Support Overview, Business Issues
Joe Lelievre, Kathleen Norton, Wendy Zimmerman
IT Participants
Andrea Rolli
Neel Vora
Tina Brown
Petra Schickmair
Kristen Cornila
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
13-May
eCase, SecureFTP,entitlements
Tim Ozirsky, Anthony Radanovics, Paul Pak
Professional Services Offerings and Needs
Leo Daley, Teri Edkins, Jeff Fulciniti
System & Software Architecture
Neel Vora, Paul Pak, Andrea Rolli
Sales and PreSales Needs
Greg Smith, Barb Vlacich, Joyce Maroney
Keith Cornila
Tina Brown
Ellen Surette
Andrea Rolli
Neel Vora
Doug Tamasanis
Glen Conant
Tina Brown
Andrea Rolli
Customer SAT/SATMetrix
RFE Application and Customer Community
Joyce Maroney
Keith Cornila
Steve Gray, Joyce Maroney, Michele Glorie, Steve Tisa, Jack
Ferres
Karen Bard
Steve Gray, Steve Tisa, Brian Chertok, Ken Volk, Joyce
Maroney; Jim Kizielewicz
Karen Bard
Andrea Rolli
David Feng, Kate Burge, Rod Thorpe, Tom McKenna
Ellen Surette
Bill Bartow,Vince Teso, Susan Johnson, Joyce Maroney, Fred
Federlein, Elaine Fearnley, Frank Marino
Tina Brown
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
Community , Social Media , Customer and Industry Forums
Branding, Marketing Programs, Lead generation
International Support and Marketing
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Date
7-May
12-May
17-May
18-May
18-May
18-May
18-May
20-May
21-May
21-May
24-May
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Key Stakeholder Findings
Usage Patterns
•
Allow them to participate in RFE
•
Usage of the Portal is event-driven
•
Heavy use during implementation, then drop off into Customer Portal Needs to Reflect “Easy to Own”
“dormant period”
•
Single sign-on
•
Customers who currently use the Portal are not
•
User experience consistency
necessarily “decision makers”
•
Intuitive and uncluttered interface
•
Fast access to the right information
Install Base Picture and Customer Info is
Incomplete
Customers Want to Help Themselves
•
Products may not be current
•
Eager to adopt self-help/self-serve
•
Contact information may be incorrect
•
Bring expectations from other online experiences
•
Kronos may not have latest information
•
Want to participate in Communities
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
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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
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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
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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
•
•
•
•
•
•
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Usage Dynamics
Current Engagement
Following implementation,
engagement drops off into
“Dormant Phase”
Opportunities to increase
engagement with users
through: community, training,
SME content, alerts, etc.
$$
$$$
Service Event
Implementation
Service Event
Service Event
“Dormant Phase”
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Upgrade
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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
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Customer Billing
eCommerce
•
Potential for eCommerce on incremental items
(badges, clocks, etc.)
•
However, there is a potential conflict with existing
sales channels
•
•
•
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
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
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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?
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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%
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
Currently Asking Customers to Provide Information •
We Should Know
•
These need to be checked before opening a case
•
Would like to have complete customer information
•
Issues with hardware support: Exchange Program vs.
when generating an eCase: product, version number,
Depot Repair
hardware
•
Difficult to reconcile serial numbers, track what
customers have
Systems and Processing
•
Data discrepancies affect billing
•
eCase data managed by AmDocs
•
Overnight process to update
•
Only worldwide system in place
•
New 3-step process implemented with Inquira
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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
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?
Conversations are happening, But Not on the Portal…
Good way to enhance reputation with Marquis customers
•
Forums like Yahoo Groups are where conversations are taking •
place
•
Allow easy subscriptions and alerts to ongoing discussions
•
Debate of whether community discussions are open or public •
Monitor, measure what customers are discussing
•
Open Forums could be SEO opportunities
•
Ensure that any forums or discussions are searchable and
appear in SuperSearch
•
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
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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
•
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
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
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Professional Services
Professional Services Include:
•
Trigger notification of a class based on what user is
doing on Portal
•
Implementation, support, consulting, and
optimization, upgrades, and consulting (after-market; •
Provide steps/roadmap (what steps to take, what to
post-implementation)
expect) for upgrade, etc.
•
Customer that interact with the Portal that don’t have •
Customers interface with customer portal to see their
many touch points with PS
project (OpenAir)
•
Big clients get all attention (TJX, Lowes)
•
Professional services information should be public
Potential Opportunities
•
“Services finder” - how to make the most of the
implementation
Rebranding Services Initiative
•
PeopleSoft websites offers tools for people to see
•
In process of making service offerings a simpler
what it takes for an upgrade
portfolio
•
Live chat with rep (e.g. SAP)
•
Roll-out of new services list ~7/12
•
New product/services pages
Goals
•
-soft-launch July, hard launch in Fall
Compare portal and BtoC Amazon/eBay rather than
•
Services are higher level to products (no correlation) •
BtoB
•
Customers upgrade if losing support on existing
•
Portal > Generate leads and revenue
product
•
Lower cost/and increase efficiency of support
•
“Solution View” aggregates a majority of info
organization by self-service
•
Contextually relevant services, self-help
•
Support this high-margin center and optimize as
Portal as a Tool to Promote Professional Services
much as possible
•
Promote post-implementation services
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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
•
•
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
Architecture Changes
• Inquira rollout August 2010
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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
•
•
(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
Measure Customer Activity and Deliver Targeted Content
• What features are not being used and make suggestions
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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
Maintain Engagement via Notifications
•
Add notifications for when sites/discussions happen
•
Reputation points for forum participation
•
RSS or email notifications that something has
changed
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
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
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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
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International Support
Majority of Content is US-centric
•
Globally (outside US and Canada) content is UScentric
•
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
•
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 selfserve support
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
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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
Solution
•
Partners such as ADP have unique relationships
with Kronos
•
Needs may differ from smaller partners
•
Existing partner site not working well, needs
improvements
Some Content Should be Easily Accessible
•
Training
•
Sales Materials
Opportunity to Co-Brand Portal Offerings?
•
Can Kronos “pass-through” support of content
access to Partners in a co-branded Portal?
Proprietary Information Should be Password
Protected
•
Price sheets
•
Statements of work
•
Contracts
Larger Partners May Require Different
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