Client experience update

2. Partnering for Your Success
Mathilde Sanson, Chief Client Officer

3. OUR PASSION
To help our clients be wildly successful by
delivering the best treasury technology,
services and support on the planet.

4.  Client Satisfaction Survey
 Outreach programs
 Regional user groups
 Client referrals
 Kyriba Social
Client Success Professional Services
 Initial implementation
 Additional delivery for new
modules or ad-hoc training
Client Support
 Responsible for support
• Case
• Phone
• Email
 Multi-tier support offerings
THREE COMPONENTS OF CLIENT EXPERIENCE

5. HOW ARE WE DOING?
Overall Satisfaction Scores: 2017 Avg.
4.01 3.93 3.88 3.92 3.99 3.88
KYRIBA APPLICATION SALES PROFESSIONAL
SERVICES
CUSTOMER SUPPORT CLIENT SUCCESS
MANAGER
FINANCE/BILLING
NORAM 2017

6. IMPLEMENTATION SUCCESS
51
236
295
24
85
64
173
0
100
200
300
400
500
APAC EMEA NORAM Global
Total Go-Lives by Region
Sum of Full
Sum of Partial
8

7. WHAT’S NEW IN 2018?
1. New support offerings
2. Documentation initiatives
3. Partner engagement
4. Budget to value calculator

8. PREMIUM & PLATINUM SUPPORT OFFERING
Proactive or Custom
Monitoring
Release Reviews
Extended Coverage
Global Support Priority
Access
Dedicated Support Team
With Support Account
Manager (SAM)

9. DOCUMENTATION INITIATIVES
Online Help Module
• Online Contextual Help in the application is available NOW
• Cash and Payments deployed
• CORE and Financial Transactions deployed in Q4, 2018
18.1 Release Notes
• Link sent via email to Kyriba Social registrants
• Via console message
• Online Help updated immediately with 18.1 features
Innovations
• 18.1 Release: features highlight webinar recording posted in
Kyriba Social
• Access to KS from Online Help through application to be
released Q4 2018.
• Frequently Asked Support Questions: Kyriba Videos coming in
2018

10. Clicking on the icon will deploy the
functionality in a separate window…
ONLINE DOCUMENTATION: How Does It Work?
Link to
Online Help
Keyword Search

11. • Strong partner network for
consulting
• Local
• Specialized
• Kyriba Certified
• Quality Assurance Plan (QAP)
for new implementations
PARTNER ENGAGEMENT
Quality Assurance Plan (QAP)
Implementation Checkpoints
Functional
Requirements
Document
Review
Go-Live
Checklist and
Sign-off
Database
Configuration
Audit

12. MEASURING IMPLEMENTATION AND TREASURY SUCCESS
Introducing the Value Calculator Tool
Communicate successful
use of company funds
Receive
Budget
(Company
Funds)
Partner with
Kyriba
Measure
Treasury
“Before”
Kyriba
Measure
Treasury
“After”
Kyriba
Implement
Kyriba
Track industry treasury KPIs before
and after implementation

13. ENGAGING WITH KYRIBA
Outreach Programs Kyriba SocialProfessional Services

14. Client Experience Innovations
© Kyriba Corp 2017 14
PROFESSIONAL SERVICES
Ad-Hoc Consulting Needed?
• New banks, accounts, new module deployment
• Training new staff/changing business
Platform Utilization Study (PLUS study)
• Recommended for clients 12-18 months post
implementation
• Remote database audit and onsite 1-3 days user
utilization review
• We deliver a document recommending tune-ups for
maximum efficiency in usage
Contact your Account Manager Today!

15. CLIENT SUCCESS
OUTREACH PROGRAMS
• Kyriba In-Person User Groups
Learn, Share Expertise, and Network
• NY
• Chicago
• Atlanta
• Detroit *
• Kyriba Virtual User groups
• Risk Module client advisory group*
• Industry specialties
• Client Survey – twice a year
• San Francisco*
• Seattle *
* New in 2017

16. KYRIBA SOCIAL
Kyriba’s online support portal
provides clients a dynamic
resource that combines a
knowledge base with a peer-to-
peer interactive social forum,
ideas portal, platform incident
communications and online
support.
Tips and tricks published
every Friday

17. THANK YOU