AGS India & Global Shared Services Q1, FY 2017 KEY HIGHLIGHTS

Thank you for a fantastic FY16!

This year was full of exemplary performances, team work, activities and initiatives. Thanks to your dedication and effort, we have successfully closed an impactful FY16. We achieved great new heights while staying on the path of the Adobe strategic priorities:

Delight the Customer | Scale the Business | Innovate for the Future

Delight the Customer

Positive customer engagements, effective service delivery, and unique, innovative solutions were behind the success of our customers. Some of our delighted customers include:

Customer retention is the key to success.

Some of our key accounts who awarded us repeat business include:

Other highlights include:

  • Engaged in delivering over 20 Adobe Experience Manager 6.2 implementations and upgrades
  • Delivered complex Adobe Campaign implementations and deliverability, including those for Tiffany & Co., MakeMyTrip and HDFC Bank
  • Conducted the first-ever Social workshop by GDC for a global Adobe Social roll-out for Kao Corporation—one of our largest Japanese customers
  • The first Adobe Experience Manager Forms implementation in APAC delivered successfully to CEDP
  • Achieved the first Adobe Media Optimizer display/DCO POC win for Crocs
  • Supported Customer Care in the backlog reduction initiative

Scale the Business

Increasing customer adoption of our solutions, growing and retaining accounts, building teams with deep competencies, and enhancing systems and processes to drive efficiency are some of the key tenets for scaling our business.

Some of the notable highlights for the Consulting organization include:

  • Achieved $36M revenue in FY16 (103% of plan) with a growth of 55% over FY15; contributing 14.5% of WW Consulting revenue (+15% YoY), and operating margin of 57%
  • For the first time since GDC was set up, we crossed the $10M revenue mark in a quarter, leading to an over-achievement of 109% against the Q4 revenue plan
  • Delivered 372K billable Consulting hours in FY16, contributing to 36% of global Consulting hours, up from 28% in Q4’15
  • GDC headcount stands at 440 employees in FY16—a significant 66% growth over FY15
  • Key deals we helped win in Q4 include Panduit, H&M, Etihad Airways, PWC, iflix
  • Formed a team to support the Americas Solution Architecture function; participated in ~20% of overall qualified deals and helped win deals totaling $11M

India Consulting

  • India Consulting delivered Professional Services bookings of $807K and revenue of $567K (98% of plan) in Q4
  • FY16 saw a 25% growth in Professional Services bookings and more than 100% growth in revenue over FY15

Offshore Engagement Management

  • Offshore Engagement Management helped deliver $28.6M Professional Services bookings in FY16, leading to an achievement of 139% against the plan
  • Some top deals included United Healthcare Services Inc., Unilever U.K. Central Resources Limited, IAG

Sales Velocity

  • Sales Velocity supported opportunities totaling $932M (TSV), including large deals at, Verizon, RBS, Lowe's, BMW
  • Hosted 1109 demo environments, including top custom demos/POCs/CJs at AT&T, Lowe's, Verizon, KDDI, Allianz
  • Supported 3,000 Marketing Cloud instances and 25,000 data sets for SCs and partners
  • 19,000 demos created with SV self-help demo tools and received over 28,000 visits to sales support tools

CSM Shared Services

  • Set up a 7 member ACSS Team at Noida, catering to 1400+ accounts with ASV of $121M+
  • Continuous engagement across all geos providing qualitative and quantitative attrition analysis, 360 account health view, and customized reports to mitigate future risk
  • Sales support for active sales engagements to unveil upsell and cross-sell opportunities

Customer Adoption Management

  • Executed 52 CSM Webinars and 25 CSM events covering 4503 customers from 1463 accounts across the globe (24% YoY increase in number of programs); BOB coverage of $1110.6M
  • Biggest ever Leaders&Learners executed at Americas Summit 2016 with 140+ attendees
  • First ever non-English Leaders&Learners executed at Munich, Germany

Performance Management

  • Migrated AGS Reporting infrastructure/servers to Hillsboro—a scalable, reliable, secure and robust platform
  • Enabled CSMs to get insights on business performance of accounts and key call to action areas with a holistic view across multiple touchpoints

AGS Studio

  • Aided service launches, re-launches, sales enablement and customer engagement by creating 408 assets for internal and external customers
  • Supported 424 campaign deployments across regions
  • Key initiatives where marketing support was provided included EMEA Summit and APAC Symposium messaging and collateral, and go-to-market materials for Technical Account Manager Services, Performance Testing, Adobe Campaign Implementation Services, DMa App and more

Partner Success

FY16 saw the Partner Success team being set up and Q4 was its first quarter of operations.

  • Helped in a 36% increase in the certified capacity of the four partners leading to 85 new certified people on Adobe solutions
  • The team drove a 31% increase (458 Consultants) in Adobe Partner Portal sign-ups and 39% increase in Adobe trainings completion (2143 courses)
  • Delivery Assurance services were provided for, Realogy, and through partner-led engagements
Hackathons, Trainings & Enablement

AGS Hackathon

The AGS Hackathon was held in Bangalore to encourage participants from GDC, Sales Velocity, India Consulting and Customer Experience teams to think out of the box and develop multi-solution, multi-platform architectures that solve a customer use case and optimize Adobe solutions.

Partner Mobile Hackathon

First ever Partner Mobile Hackathon was a two-day event aimed at enabling the participating teams on Adobe Experience Manager Mobile through a first-hand use case experience.

Trainings & Enablement

  • 16 MSAs and Architects have completed phases 1 and 2 of the DMA Academy in FY16
  • Program for grooming Multi-solution Consultants launched in Q4
  • 79 training programs and solution bootcamps conducted for Consultants, Architects and Managers with 1100+ participants

Innovate for the Future

Our Consulting & Global Shared Services teams are engaged in building and updating innovative solutions to address specific customer problems.

DMa App

A personalized business intelligence app for Adobe Marketing Cloud solutions designed to help customers take business actions on-the-go.

Demoed at the Tech Fair to the Ops Staff and now being implemented for

Sales Catalog

Developed in close collaboration with BU, engineering and regional teams, Sales Catalog is an integrated solution to help marketers swiftly create sales catalogs and publish them as a mobile app.

Showcased at EMEA and APAC Symposiums

Next Best Offer

A solution to help financial services companies get a holistic understanding of the customer and deliver relevant and personalized offers dynamically to drive superior customer lifetime value. NBO 2.0 development has been completed.

Showcased at JAPAC Summit, EMEA and APAC Symposiums; enabled JAPAC and NA EMs

Branding Wizard

A new way to create Adobe Experience Manager experiences for desktop, mobile and newsletters. It enables customization of an Experience Manager demo for a specific customer, allowing demonstration of personalization within the branded experiences.

2217 downloads and 1694 demos built

Other outstanding innovations include:

  • Launched the Performance Testing & Engineering COE in India that will drive testing across all regions—successfully executed for RMIT, RRD, Under Armour and Malayala Manorama
  • Contributed to building and reviewing 7 prioritized sales plays service offerings
  • Collaborated with BU on the Campaign Butterfly initiative for implementation; Campaign Butterfly combines ACS and V6 works to merge the best of ease of use and solution to complex campaigns/use cases
  • Field-friendly mobile reporting apps—Named Account App and Renewals App (600+ downloads)
  • Introduced Early Warning System (EWS) to predict and identify customer propensity to escalate, enabling proactive measures and higher customer satisfaction
  • Developed the Audit Portal, a ready-to-deliver asset that provides the client with a snapshot of their current implementations, while also highlighting potential upsell and cross-sell opportunities

I would like to thank each and every one of you for your contribution in FY 2016. Looking forward to an exciting FY 2017.


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