Public kronos presentation for 2015 satmetrix conference

1© KRONOS INCORPORATED April 15, 2023 © KRONOS INCORPORATED April 15, 2023

Kronos:Focusing Our Workforce on Our Customers6/4/15

Joyce MaroneySenior Director, Customer & Experience Marketing

2© KRONOS INCORPORATED April 15, 2023

Nice to Meet You

• Tech Industry for 35 years

• Leadership positions in Sales, Services, Operations, Marketing

• Kronos for 8+ years

• Responsible for Kronos Customer Experience Measurement program since 2009


Solving 3 Critical Business Issues

Minimize Compliance RiskControl Labor Cost Improve Workforce Productivity

Time andAttendance

Forecastingand Scheduling

AbsenceManagement

Analytics

Data Collection

Hiring

HR and Payroll

Activities


Kronos CEM Program Drives Focus on Customer Experience By:

• Serving as the trusted source of data & insight regarding Kronos customer loyalty and satisfaction with their interactions with Kronos

• Providing rapid response to customers who need our attention

• Informing Kronos leadership with insights about where customer experience investments are needed


Fast Facts About Kronos Customer Experience Management*

• 211,096

• 22,891

• Invitations delivered

• Responses received

Kronos commitment to responding to customers is signficant.

*Global Data from Q314 – Q215


Collecting and Acting on Customer Feedback

Contacts and account demographics uploaded from multiple Kronos sources

Email, web & phone surveys and

reminders sent to customers

Customer responses stored in DB and linked to demographic data

Kronos functional owners follow up with Customers as needed

Reports available for analysis, trending & incentives

1 2

3

4

5

Kronos SatmetrixSystem

6 NPS Promoters invited to share praise on social channels


Customer Success Starts with Engaged Kronites

Employee engagement drives discretionary effort on behalf of customers – and Kronos employees are very engaged:

• 84% of Kronos employees are engaged - well above global IT best-in-class benchmarks

• 90% of Kronos employees are proud to work at Kronos and feel confident in the company’s future

Kronos employee post on Glassdoor:“Kronos is a top employer for a good reason! Kronos cares about employees. This starts at the top and is embedded in all parts of the organization. I really love working at Kronos!”


10 Key Drivers to Engage Employees in Delivering a Great Experience

• COMMUNICATE importance of customer experience

• EXECUTIVE engagement

• INVOLVE internal stakeholders in CX program design

• EDUCATE coworkers on how to interpret and act upon data

• RESPECT coworkers’ competing priorities

• MEASURE what matters and report on results

• DRIVE follow up with customers

• REWARD desired behaviors

• CELEBRATE satisfied customers

• MODIFY program to meet the evolving needs of the business


COMMUNICATE Importance of CX


EXECUTIVE Engagement

• CEO Aron Ain is chief customer advocate

• Aron receives monthly report summarizing open alerts by Executive Committee member

• Sends strong message throughout the company that closing the loop with unhappy customers is a high priority


Satmetrix

Satmetrix

Kronos

http://www.kronos.com/video/survey-customer-feedback.aspx


INVOLVE Stakeholders

• What questions are we trying to answer about the business?

• Who do we need to talk to?

• What’s the best way to acquire their feedback?

• What reporting format and cadence will work the best for the business owners?

• How will they use the insights?

• Who will own follow up with customers?


EDUCATE Coworkers

REPORTING:

• Satmetrix Dashboards

• Excel Files in Sharepoint

• Powerpoint dashboards

• Phone survey summaries (and audio)

INTERPRETING:

• Executive briefings

• Custom analyses on demand

• Presentation of results at functional group meetings

TRAINING:

• Program Overview on Intranet

• Training on demand


RESPECT Coworkers’ Competing Priorities

• Coach your way to improvements

• Make it as easy as possible for your coworkers to access and leverage your insights


MEASURE What MattersSurvey Type Trigger Channel Key Metric Frequency

Hardware Support Support incident closed Email Satisfaction Daily M-F

SoftwareSupport

Support incident closed Email Satisfaction Daily M-F

Education Services End of classroom or virtual training experience

Email Satisfaction Daily M-F

Professional Services

End of engagement Email Satisfaction Weekly

Professional Services

Test Milestone Survey (Convergys)

Phone Satisfaction Weekly

ProfessionalServices

Test Milestone Follow Up Survey (Convergys)

Phone Satisfaction Weekly

SaaS HR Partner Manual Email NPS On demand

Loyalty Midpoint of customer maintenance contract

Email NPS Annually via monthly outcasts

•Survey fatigue managed via “no send” rules that limit frequency •Surveys provided in French, Spanish and English


DRIVE Follow Up With Customers

Alert owners receive automatic email notification

Alert owner calls the customer

Alert owner works the issue and records the resolution in Satmetrix

NPS improves year over year among common respondents


REWARD Desired Behaviors

• Support and Professional Services teams receive bonuses and special performance awards tied to customer satisfaction metrics

• CEO sends notes to individuals identified in surveys as providing excellent service

• Positive comments about individuals in surveys are shared via company newsletters

• Every employee’s performance review includes assessment of customer focus behaviors


CELEBRATE Satisfied Customers

Fans identified in surveys are invited to post to their LinkedIn, Facebook, and/or Twitter Accounts

Data is mined to identify case study and press candidates


14,000+Today we have

cloud customers!

MODIFY Program as Business Evolves

Arcos Dorados


Delivering on the Cloud Vision Requires Kronos Transformation – CX program will transform, too

To Service

To Continuous Interaction

Change in Relationship

A tangible thing the

Customer manages

From Intermittent Transactions…

Change in Orientation

Change in Interaction

From Firefighting

From Product…

Sell.Install.

Support.Train.

Upgrade.

To Continuous Improvement

Anticipate needs.Deliver solutions.


Next Steps for Kronos CEM Program

• Continue global expansion of program

• Expand data and insights accessible to stakeholders

• Revising older surveys to better serve needs of business

• Expanding positive customer word of mouth in market through social media, customer reference program, and (coming soon) customer community


Joyce Maroney

[email protected]

978-947-3031

Blog: www.workforceinstitute.org

@wf_institute

mailto:[email protected]

http://www.workforceinstitute.org/