Long-Term KCS Success · 2 Company Confidential © 2017 Upland Software, Inc. Introduction + Laura...
Transcript of Long-Term KCS Success · 2 Company Confidential © 2017 Upland Software, Inc. Introduction + Laura...
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Long-Term KCS Success Upland Software - RightAnswers
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2 Company Confidential © 2017 Upland Software, Inc.
Introduction + Laura Yeomans
+ Upland Software
+ Customer Success Manager
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3 Company Confidential © 2017 Upland Software, Inc.
Introduction + Knowledge Worker
+ Knowledge Manager
+ Knowledge Consultant
+ Knowledge Enthusiast! I KCS!
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4 Company Confidential © 2017 Upland Software, Inc.
+ KCS v6 verified
+ KCS training
+ KCS onboarding
+ KCS consulting
+ Maturity assessments
+ KCS community
Supporting KCS
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5 Company Confidential © 2017 Upland Software, Inc.
Our KCS Customers
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6 Company Confidential © 2017 Upland Software, Inc.
Types of KCS Challenges
We followed the KCS Practices guide with military precision but not getting results we thought
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7 Company Confidential © 2017 Upland Software, Inc.
Types of KCS Challenges
Our trainer, Tom, read the info on the KCS site – he knows what we’re doing but it’s not working
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8 Company Confidential © 2017 Upland Software, Inc.
Types of KCS Challenges
“We’re a KCS shop, we just don’t let our agents add/edit knowledge”
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9 Company Confidential © 2017 Upland Software, Inc.
Types of KCS Challenges
“We bought a tool! Now what?”
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10 Company Confidential © 2017 Upland Software, Inc.
Universal Truths
ü I cant do it for them
ü Training the team is VITAL
ü It’s not all or nothing – but
there is a line
ü A tool won’t make you good
at KCS
ü Perfect doesn’t exist
ü Communicate ü Communicate ü Communicate
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11 Company Confidential © 2017 Upland Software, Inc.
Recent Success Story
Customer satisfaction 95%
Over 90% of demand is self-served
400% increase in self-service usage
Avoids millions in current and future support costs
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12 Company Confidential © 2017 Upland Software, Inc.
Thank you! Laura Yeomans Customer Success Upland Software