Huddle Customer Commitment:Working together to drive success

huddle.com

INFORMATION SHEET

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Our Customer Success teams are change management experts and ready to assist in the deployment of Huddle across your organization, and the support and education of your users.

Adoption Services Our experts drive a more collaborative culture and change management strategy.

Training Services Our specialists ensure that your specific challenges are addressed through tailored training sessions.

A team approach to meeting your Huddle goalsWe use a proven framework for success that puts your goals at the center of everything we do. Once we’ve understood your challenges, success criteria and associated timescales we can deliver a personalized Success Launch™ Program that will help you with planning, setup, launch and implementation of Huddle, as well as user education and training. The Success Launch Program will also allow us to measure success at each stage of your deployment.

To make sure we deliver on this promise, here’s what we need from you.

Steering CommitteeWe’ll form a steering committee focused on Huddle’s success. This committee will be responsible for prioritizing and managing activity throughout the deployment and beyond. The committee will meet quarterly and should comprise:

From your team:

Executive Sponsor: This person will be responsible for driving initial communications on the benefits of Huddle and underlining how they are linked to overall corporate objectives. This will ensure the ongoing education and training we provide to your business users will drive the processes and behaviors that fuel your strategy. The Executive Sponsor will also be responsible for chairing the steering committee.

Huddle Sponsor: An individual who will be responsible for your Huddle roll out. This person will identify user groups, help to define your success criteria and be the primary liaison between Huddle, your business users, and IT department. Typically, Huddle Sponsors have the success of Huddle integrated into their professional objectives.

IT Sponsor: A point of contact in your IT department who will assist with any firewall or proxy configurations, the deployment of our desktop (Huddle for Windows/Mac/Office/Outlook) and mobile applications. The IT Sponsor will be responsible for adding appropriate Huddle collateral to the corporate intranet and service catalogue, where business end users can find useful Huddle resources.

From our team:

Executive Sponsor: Your Huddle Executive Sponsor will ensure your voice is heard at our executive and board level.

Account Manager: Your Account Manager will be your main point of contact throughout all stages of your partnership with us, ensuring contract terms and overall requirements are met.

Customer Success Manager: Your Customer Success Manager will be your main point of contact throughout the rollout process, focusing on change management, and how best to leverage Huddle across your business. After a successful rollout, the CSM will be responsible for driving ROI and providing best practices for the team and will remain a key resource for you throughout our partnership.

THIS DOCUMENT AND THE INFORMATION IN IT ARE PROVIDED IN CONFIDENCE, AND MAY NOT BE DISCLOSED TO ANY THIRD PARTY OR USED FOR ANY OTHER PURPOSE WITHOUT THE EXPRESS WRITTEN PERMISSION OF HUDDLE. © Huddle 2016 Ninian Solutions Ltd (trading as Huddle) is registered in England & Wales

at 2 Leman Street, 2nd Floor Aldgate Tower, London, UK (company number 05777111) and its U.S subsidiary Huddle Inc, a Deleware Corporation, at 835 Howard Street, San Francisco, CA, 94103 U.S.

Use casesMutually agreed use cases help us to measure value. For maximum success, we will need to identify teams and/or departments with a requirement to share and collaborate on multiple files and deliverables to execute a specific outcome.

SurveysWe’ll issue surveys at key intervals during your contract to all or some of your end users in order to receive qualitative feedback on their experiences. This feedback helps us to improve our product and service and allows us to measure our performance against your success criteria.

Access to communication channelsIt’s critical that your business users understand why, how and when to use Huddle to achieve high adoption. We’ll provide content (including user guides and internal success stories) that can be added to your corporate intranet, or included in newsletters and internal events, to quickly and effectively educate your target audience.

Your Success LaunchOur team will coordinate the setup, rollout, education, and support of every customer. Each user group, internal or external, will be taken through the Success Launch™, a systematic and proven rollout plan that maximizes the impact of Huddle to drive a quick and sustainable return on your investment. We can even map your teams’ internal workflows and processes into Huddle, manage any technical configurations and help you to build and brand your first Huddle workspaces.

Nurture

• Optimize usage.• Product consultation.• Inform stakeholders of feature updates. • Conduct QBR.• Demonstrate /report ROI.

Launch

• Training sessions held.• Communicate with end-users.• Execute launch plan.

Blueprint

• Identify workflows and account framework. • Agree workspace structure.• Work with champions to build structure.

Pre-Launch Plan

• Identify action items.• Identify dates and owners for rollout.• Create training plan.• Finalize communication plan.

Kickoff• Identify objectives.• Learn about users & existing environment.• Schedule timeline.• Identify success metrics.

Fig 1. The Huddle Success Framework

On-going successYour continued success is our top priority and we’ll remain a key resource for you throughout our partnership. To keep your users productive and engaged we combine account analytics, feature tips, user workshops, interactive webinars, and a library of learning and support materials. We do this because whether you’re looking for internal efficiency gains or an improvement in client satisfaction and retention, we’re always working to understand your success metrics and deliver the support and guidance you need to meet them.

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“Huddle’s ease of use is incredible. We had our site up and running in less than a week. The training was really effective and we’ve been well supported by the Customer Success team.”

Carnahan Group

“Huddle did a great job meeting our user requirements. It was easy to set-up and, with excellent interactive training, continues to be an invaluable tool.”

Met Office

“The Customer Success team helped us realize the power of Huddle to organize, share, control and manage data among our team and beyond.”

Whirlpool

INFORMATION SHEET

huddle.com

sales@huddle.com

Because we want you to get the most out of Huddle and be a customer for life, we’ll work with you to integrate Huddle into your existing processes and user workflows to transform the way your organization works.

Accelerate your Huddle deployment Customized Huddle success launch

Painless onboarding process

A team focused on your success

Your deployment benchmarked against peers

ROI built on agreed success metrics

Best practice advice tailored to your specific use cases

Account analytics to drive continued improvements

Learning materials to ensure immediate user productivity

Support & Professional ServicesDon’t forget, our world-class support team is also on hand to assist your users (who also have access to a library of online help guides and tutorials to resolve common user questions), while our professional services team is available to support any data migration, customization, or advanced authentication require-ments you may have.

THIS DOCUMENT AND THE INFORMATION IN IT ARE PROVIDED IN CONFIDENCE, AND MAY NOT BE DISCLOSED TO ANY THIRD PARTY OR USED FOR ANY OTHER PURPOSE WITHOUT THE EXPRESS WRITTEN PERMISSION OF HUDDLE. © Huddle 2016 Ninian Solutions Ltd (trading as Huddle) is registered in England & Wales at 2 Leman Street, 2nd Floor Aldgate Tower, London, UK (company number 05777111) and its U.S subsidiary Huddle Inc, a Deleware Corporation, at 835 Howard Street, San Francisco, CA, 94103 U.S.