STAR Awards 2017 Application - Sites@Duke | sites.duke.edu · UX Focus Groups –Sept. 28, 29, Oct. 10, 12 – 4 Focus groups held over 4 days – 60 total participants – 3 portal

www.tsia.com

Ultimate Software

Customer Success Portal

STAR Awards 2017 Application Innovation in the Transformation of Support Services

Contact:

Stephanie Norman, Corporate Strategist

2000 Ultimate Way, Weston, Florida 33326

[email protected]

305.793.4325

Ultimate Software

20172017 2017

#7#7 #1

2017 2017

#1

2016

Recent Achievements:

• 3,800+ employees-52% are in support

• 1,000 new hires in 2016 to support growth

• $718 M Revenue 2016, up 26%

• 97% Customer Retention Rate 2016

• 33+ million people records in the cloud

• 3,700+ customers, employees in 160 countries

People First: Our Key Differentiator

20162017 2016

#5100% #4

2017 2017

#1

2016

People First shows in how we:

• Value our WORKFORCE

• Drive our BUSINESS GROWTH

• Design our PRODUCTS

• Serve our CUSTOMERS

• Support our COMMUNITY

Our recent updates:

#4

www.tsia.com

Customer Service: Core Beliefs

• Our customers are part of our Ulti family

• Every single interaction matters

• Our customers deserve exceptional service

• We are innovative in our solutions

• We make things easier, faster and effortless for our customers

We believe in “People First” for our customers

Services goal: To give customers a positive, memorable experience … every time

Strategic goal: To maintain our 97% customer retention rate

View our new Services Video here: :

http://www.ultimatesoftware.com/2017summaryvideos

5

Customer Success Portal (CSP):

Previous Scenario

“Our previous CSP had been in existence for 6 years. In December 2015 we realized we needed to make it easier for our customers to get the support they needed in the way they wanted to get it. We were ready for a massive overhaul of the self-service experience for our customers.”

Michael Prall, Program Manager, CSP

HR decision makers say

customer service is Extremely important

in their buying decision77%

*Source: Kelton Global, HCM Provider Customer Service Survey, November 2016

Why Customer Service Matters

Previous Scenario: Knowledge Centered Service

Ultimate made an investment 4 years ago in

Knowledge Centered Service (KCS)

KCS seeks to:• Create content as a by-product of solving problems• Evolve content based on demand and usage• Develop a knowledge base of an organization's

collective experience to-date• Recognize learning, collaboration, sharing and

improving

Results:

This enabled Ultimate KCS teams to build a repository of

knowledge: articles were authored by front-line teams

when they resolve cases – done in the field, in real-time

➢ KCS Benefit: Customers are easily able to

search and find answers

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KCS is a service delivery methodology that focuses on KNOWLEDGE as a key asset of

the organization implementing it

Previous CSP: What Wasn’t Working

8

Ultimate Previous CSP

• No strong look/branding: every page is different = indistinct

• Siloed: 28 interfaces for customer to interact with = frustrating

• Search boxes: no consistency for search boxes = inconsistent

• No single-entry: had to use multiple channels to access Support Tab, Payroll Page

= challenging

Best Practices: Microsoft Example

Lessons Learned from

Microsoft Example:

• Strong branding with logo and

consistent colors, navigation bars

at tops of screen

• Consistency across font, style,

messaging

• Design is clean, clear, easy to

navigate

• Icons understandable, consistent

throughout, strong design

• Intuitive UX makes it easy for

customers to understand.

• Navigation bar & search make it

easy for self-service

Why Self-Service?

Customer Preferences have changed: we need to focus on SELF-SERVICENot because it will reduce dependence on phone, case, or email channels, but

because it will make customers more satisfied and successful with less effort.

Opportunity for

Transformational

Innovation:

Customer Success Portal

to Self-Service

We know that our previous CSP wasn’t

working by listening to our "Voice of

the Customer through: • 6 Focus Groups with 80+ participants

• Surveys sent to all Customers

• Interactive booth at Connections,

our annual users conference with

3,000+ attendees

• Consultation with TSIA regarding Pros

& Cons of various models

KEY CONCLUSION: ➢ Phase 1: Decision to re-build and

re-design the Customer Success Portal in a completely iterative way

• Launched June 5, 2017 to all 3,800+ UltiPro Customers

Milestones for Customer Success Portal

• Feb, 2016: 6 total customer focus groups throughout development process.

• Sent surveys in 2015 & 2016 to get ideas as well as baseline satisfaction and ease of use.

CUSTOMER FEEDBACK • Hosted an interactive booth at Connections – our annual conference –to get hands-on, live customer feedback on use.

• Conducted a pilot with our UltiProCommunity MVP’s.

TESTING

2 development teams

worked out of a War

Room in Weston HQ for

5-day release starting

June 5, 2017 to

implement feedback

gathered from pilot.

LAUNCHFeedback received in the Launch War Room was added to Phase 2

planning. Phase 2 is being released

iteratively and began immediately after the

large scale rollout of the new framework to all

3,800 Ultimate customers.

FEEDBACK & ITERATE

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www.tsia.com

Customer Success Portal: Project Teams

CASE TEAMWhat they did: Case Team rebuilt how customers enter cases and receive relevant content throughout the process trying to provide key assistance along the way

Carlos DeJesusVP Customer SuccessImplemented requirements

through coding or configuration

of tools

Carlos AguilarBusiness Analyst: CasesResearched, wrote technical

requirements and tested solutionsLuis LucianiSalesforce Developer ManagerCoached and helped with

development of the solution

Antonio ReyProject Manager: CasesManaged the project timelines

and deliverables

Michael PrallProgram Manager: CSPProvided vision and business goals

as well as strategic guidance for

intended outcomes

PORTAL TEAMWhat they did: Portal Team rebuilt the framework from the ground up, giving it a logical navigation structure, consistent design and experience, easy upgradability, consolidated location for engagement channels and mobile optimization

Christina ForeroProject Manager: UI/UXManaged the project

timelines and deliverables

Alex KomaraBusiness Analyst: UI/UXResearched, wrote technical

requirements and tested

solutions

Carlos EstradaDeveloper: UI/UXImplemented requirements

through coding or configuration

of tools

Ipsita PadhyQuality AssuranceRan all solutions through tests for

usability and browser

compatibility

Luis LucianiSalesforce Developer ManagerCoaches and helped with

development of the solution

Mia FancherOrg Readiness Project ManagerEstablished points of contact

around the organization to ensure

organizational readiness

Michael PrallProgram Manager: CSPProvided vision and business goals

as well as strategic guidance for

intended outcomes

Phase 1:Customer Feedback

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UX Focus Groups – Sept. 28, 29, Oct. 10, 12– 4 Focus groups held over 4 days

– 60 total participants

– 3 portal designs tested

➢ RESULTS: Arrived at 1 design structure with ideas incorporated from the other 2 designs

Focus Group: March 9th, 2017– 12 participants testing design from Fall Groups. Feedback:

– “Clean. Litter is removed.”

– “No more redundancies! It’s more efficient.”

– “Cases are so much easier”

– “More of what I need, less of what I don’t”

➢ RESULTS: Gained valuable feedback to finish development

Focus Group: March 23rd, 2017– 10 participants testing same materials form March 9 along

with small iterations. Feedback:

– “Looks much better. It is clunky now.”

– “I like the Assistance drop down. Nice to have it all in one place”

– RESULTS: Tested iterations from March 9 focus group, reconfirmed findings from previous testing.

Phase 2: Testing at ConnectionsConnections is Ultimate’s 4-day customer conference with more than 3,000 attendees, held March 21 – 24, 2017

1,000+ people tested the new CSP, making it the most Tweeted about booth from the conference.

Customer Feedback from Connections:

“It makes sense to my brain.”“So much easier!”“It’s clean! Looking at all those colors hurt my eyes but this is terrific.”

➢RESULTS: Able to gain valuable feedback from a wider net of customers

Phase 2: Testing with Community MVPs

Because of limitations previous system, we couldn’t do a phased rollout. Therefore, we utilized Ultimate’s Community MVPs to test. What is a Community MVP?

• Customers who are most engaged, top online contributors & actively networking

• Customers who seek opportunities to test products and respond to fellow users

• Customers who bring value by sharing their knowledge and experience with others

Results: Community MVPs were key players in a mini-pilot of the CSP with their recommendations incorporated into the platform, including:

➢ Communities search➢ Default of “Communities” to “My Groups”➢ Streamlined list filters

The CSP received encouraging feedback, including: •“I like the UltiPro Assistance menu!”•“I think the new design looks great!”•“Love the search.”•“It’s about time!”

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Phase 3: Customer Success Portal Launch

• The new CSP went live on June 5, 2017

• 9 team members gathered for 5 days in our Weston, FL “War Room”

• The CSP team focused on making

changes in real-time as site went live

• We went from pilot to full rollout to all

of Ultimate’s 3,800 customers

Michael Prall

Benefits:• Simplified case management

available from home page

• Prominent UltiPro Assistance to

quickly create a case or chat

w/expert

• Improved Search feature that

returns Learning Center content

& Knowledge articles

• Ability to post to communities by

topic & group

• Consistent branding & intuitive

design

• One-stop Project Center to easily

monitor progress of upgrades &

service requests

New Customer Success Portal

New functionality makes it easier to find the help you need, furthering our Cross-Channel Engagement Strategy

Mobile Options

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• Access to the CSP on the go• Ability to ask for help from anywhere• Opportunity to track open cases & accept

resolutions in real-time

A mobile option for the CSP was a pivotal part of Ultimate’s services strategy. With UltiPro launching a mobile app in August 2017, it was imperative that we have mobile CSP ready to provide on-the-go support in tandem. Benefits will include:

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Phase 4: Feedback

• “Search abilities work better!”

• “I like the look and feel as modern.”

• “Participation in the Communities has greatly grown.”

• “I think when submitting a case, the suggestions on the right

side . . . make a lot of sense.”

• “It seems to have a more up-to-date experience about it.”

• “Case opening is streamlined...very nice!”

Webcasts & Video: Ultimate conducted two customer webcasts in May 2017 and maintained an Interactive Tour and Functionality Video for customers

Survey: Ultimate sent a survey to a random sampling of customers in early July 2017 to garner feedback for the CSP Portal. Responses included:

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Case search:Added ability to search open or closed cases inside of case management

Communities search:Added the ability to search individual Community feeds

Upload file size was too small:Increased file size limits to allow for video attachments

Activation Collection Tool:Form was enhanced to allow multiple data entries in one submission

Phase 4: Iteration

During the launch, the CSP Project Team was able to monitor customer requests and

make adjustments on the spot. The following represents specific changes made

through these real-time iterations:

Outcomes: Satisfaction & Ease of Use

Increased Portal

Satisfaction over 80% from 2016

50%

Increased Portal

Ease of Use over 70% from 2016

Increased Self Service

Satisfaction over 50% from 2016

Increased Portal

Satisfaction over 80% from 2016

80%70% 80%

Outcomes: Self-Service

Customers search 40% more in new

portal v. previous CSP NEW IMPROVEMENT

24,000 issues resolved in content without ever

accessing case creation IMPORTANT NEW

BASELINE

Over 1,500 issues resolved in case creation

with open, recommended solutions

NEW FUNCTIONALITY

In first month, 38,000 cases submitted on the new portal since launch

40%24,000

issues1,500

issues

Outcomes: CSP Baselining Tool

• New portal has usage analytics integrated

• This helps the CSP team not only tailor the experience, but make more informed decisions on where to dedicate our portal resources

• New search engine has Integrated Machine Learning and Analytics on Self Service Success

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Business Value: Customer Success Portal

Business Value Statement: A successful Customer Help experience will recognize that customers require a simple, unified experience to accomplish their goals. To do this, we must cater to their preferences and be agile enough to adopt new technologies as they become available.

This will….

• Reduce effort of getting help

• Enable more seamless interaction in the method of customers’ choosing

• Enable us to keep current with new technology

Customer Case Study: Rapid Displays

• Case searches are easier because you can search on the entire case document.

• It’s easy to read and respond directly on each case’s feed.

• The Learning Center is much more intuitive to use and search compared to the old Document Library.

• Release Notes are more easily accessible in real-time and have good filtering abilities.

Before CSP

• The search feature of the previous Customer Success Portal often failed to return the desired results, which was frustrating.

• The search of the Document Library was also subpar. • Individual cases were difficult to search because users

could only search by case number, which was limiting

Jerry Davis, CPPPayroll/HRIS ManagerRapid Displays

After CSP

Established 1938Customer Type:

ManufacturingDescription: Chicago-based firm makes point-of-purchase displays and promotional materials. Clients include McDonald's, Nike, and Verizon. Offices and manufacturing facilities in California and Illinois.

Challenges: Technology

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OUTDATED TECHNOLOGY: • The old technology was old, broken into 2 separate

portals and didn’t allow for a formal pilot or phased rollout

ADJUSTMENT: • We focused our efforts on getting valuable feedback

throughout the course of Focus Groups, Surveys, & Connections

• We strategically set up a War Room scenario to respond to feedback in real-time throughout release

week

SOLUTION: • Our War Room worked very effectively to address items

in real-time during full release.

Challenges: Change Management

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CHALLENGE: “Change is hard. Change after 6 years of using the same

untouched technology is even harder. Even with 6 focus groups, 1,000 testers at Connections, 2 webcasts, marketing newswires, communities posts, and an Interactive Tour - change management was still the biggest challenge of the entire rollout.”

-Michael Prall, Team Lead

SOLUTION: Ultimate’s change adhered to our Voice of the Customer

business priority, putting our customer at the center. Every step of our re-design and re-build of the CSP incorporated the concerns, expertise and guidance of our customers. We succeeded in increased satisfaction, decreased effort and increased usage of all portal engagement channels

= Transformational Innovation

for our Customers

Goals: Where Are We Going Next?

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Customer Success Portal – Phase 2:

• CSP Phase 2 will address some lesser-used

areas that were not previously tackled.

• We will incorporate more customer

training, earlier and with a greater

number of training sessions for upcoming

iterations.

• We will want to pilot larger changes in

the future, which our previous technology

precluded our doing, as opposed to the

full rollout which was implemented in

Phase 1.

Ultimate Software is seeking its next championship: $1B in revenue by 2018. The focus is on recurring revenue, retention and engagement. Providing support services is a key component to our business model. The launch of the CSP Portal for all of our 3,80 customers was a smart, strategic move for our

future growth and development.