AGS India & Global Shared Services Q1 2017 KEY HIGHLIGHTS

This quarter started with a bang at the WWSC 2017 with AGS India & Global Shared Services showcasing its top innovations on the main stage. We also got the opportunity to call out our FY16 achievements.

Q1 saw some great performances, team work, activities and initiatives aligned with Adobe strategic priorities:

Improve the Customer Experience | Deliver Innovation | Scale the Business

Improve the Customer Experience

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:

  • Helped transform the student portal of University of Sydney with Adobe Experience Manager Sites and Analytics implementation in just 4 months, demonstrating a great onsite-offshore collaboration between APAC and GDC
  • Malayala Manorama went live after upgrading their English and local language sites to Adobe Experience Manager 6.2—a significant milestone considering the complexity of their authoring environment, existing performance challenges and extensive customizations
  • iflix, Southeast Asia's fastest growing Internet TV service, went live with their first campaign using Adobe Campaign
  • Panorama went live post a successful demo at WWSC 2017; close to 200 unique users are utilizing the tool to their benefit, with 22 active users daily accounting for ~1000 page views in total
  • Working in collaboration with the BU for Adobe Experience Manager 6.3 beta testing
  • Drove strong collaboration with the BU in enablement, building of solution architecture collateral, and Adobe.com use case implementation for Campaign Butterfly
  • Campaign Demo System (PARISV3) was upgraded and launched in conjunction with the BU to support Campaign Prime, enabling pre-sales effort by re-using standardized scenarios and accelerating the building of customer demos

Deliver Innovation

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

In Q1, we initiated AGS Demo Challenge as another platform to enable this journey, where individuals and teams could showcase their most innovative project features/functionalities.

The Sales Velocity team held its first ever Jedi Council to restructure its workflows with the Solution Consulting organization; some innovative and strong initiatives came out of the workshop.

Solutions created over the last 6 months saw traction with customers:

  • ShopClues.com, a leading online marketplace in India, signed up for the pilot of DMa App, a personalized business intelligence app for Adobe Marketing Cloud solutions designed to help customers take business actions on-the-go
  • Solution to enable Campaign real-time for Eicher Motors, a top automotive Adobe Campaign customer in India
  • UI/UX offering being piloted with Indigo Airlines, India’s largest airline in terms of passengers carried
New Solutions

Connected Experience Demo

Available for finance, automotive and telecom sectors, the Connected Experience Demo enables rapid development of immersive experience based demos. It provides a quick way to demonstrate how Adobe Experience Manager Screens can help provide an interactive experience across multiple screens and devices to increase the value of a customer.

Customer Journey Self-service Portal

An innovative portal developed by the Sales Velocity team, enabling our sales teams with ready-to-deliver PowerPoint and PDF assets that provide presentation-ready customer journeys, saving Solution Consultants hours of work.

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.

Consulting - Global Delivery

  • Despite headwinds, GDC achieved $8.5M revenue in Q1 at 85% of plan, contributing 12.5% of WW Consulting revenues
  • Solution Architecture team provided support to Americas SA with $21M proposals submitted and $18M in pipeline
  • Demand Generation activities initiated for Adobe Experience Manager Upgrade (global), Campaign Full Services (APAC), and Campaign Upgrade and Analytics Standard Upgrade (EMEA)
  • AGS India began collaboration with GMO for North America
  • Presented key topics at the main stage and break-out sessions of the Annual APAC Consulting Kick-off in Singapore

India Consulting

  • Delivered Professional Services bookings of $763K (96% of plan) and revenue of $990K (218% of plan)
  • Closed the biggest Adobe Experience Manager deal at $405K with SpiceJet

Offshore Engagement Management

  • Offshore Engagement Management helped deliver $10.72M in Professional Services bookings.
  • Some top deals included Godiva Chocolatier, Inc., Detroit Trading, Leo Burnett, Shell Information Technology International Ltd

Sales Velocity

  • Supported sales teams across the globe in deals totaling $123M ASV, with 13 deals >$1M ACV
  • Catered to 696 support requests in areas of customer journey, POCs, RFx and custom demos
  • Maintained over 2,000 active demo environments and supported the creation of 7,000 demos via self-service and repeatable tools
  • Received 28,000 visits to sales support tools, such as the Demo Hub, AGS Insight and Sales Request Portal
  • Top deals supported include Sling TV, Mayo Clinic, Techicolor, Nike, Dell, Tesco, Daimler, L’Oréal, Huawei, Vodafone, and GE Capital

AMO Consulting

  • Delivered 20,000 hours for AMO Account Management support across regions
  • Supported AMO POCs for Move.com, Hyundai, La Quinta, Bell Canada, Quikr, Treebo
  • Independently managed $4M client spend for EMEA AMO Full Service that contributed to $300K Adobe revenue
  • Kick-started Account Management support for English speaking South-West Europe accounts
  • Launched Optimize Prime for automated dashboard delivery of digital marketing optimization opportunities, saving customers hours of manual effort, and tested for two customers—Hostelworld and shop-apotheke—with great feedback

CSM Shared Services & Performance Management

  • 1:Many scalable CSM program successfully launched for NA with the publishing of the CSM Check-in campaign, covering at least 1 contact in ~65% of the targeted customer base.
  • Set up an ACSS kiosk at NA Summit in partnership with observepoint, targeting ~50 ACSS customers with an ARR of 350K and Analytics spend of >100K, to cover their account health analysis, solution audit and overage analysis

Customer Adoption Management

  • Executed 12 CSM Webinars and 3 CSM events covering 745 customers from 368 accounts across the globe; BOB coverage of $485M+
  • Webinars covered solutions such as Adobe Analytics, Experience Manager, Visitor ID, and more

AGS Studio

  • Aided service launches, re-launches, sales enablement and customer engagement by creating 167 assets for internal and external customers
  • Supported 108 campaign deployments across regions
  • Key initiatives where marketing support was provided included the WWSC 2017, Marketing Cloud ID Services, AGS Rockstars 2017, Adobe Experience Manager Application Services, and more

Partner Success

  • 238 certifications globally came from eight partners i.e. 23% of the Q1 Global Certification number
  • 145% growth in certifications QoQ, contributed mainly by Cognizant, Mindtree and Infosys
  • 3 specializations added in Q1 globally – Infosys (Experience Manager/APAC), Cognizant (Campaign/US), and Mindtree(AEM/US)
  • 8 leads were added to the pipeline in Q1, where TCS and CTS were the prime contributors; received the first lead for Adobe Captivate Prime

Recurring Revenue Operations

  • Retained Digital Marketing ARR at 97.1%, effectively giving $5M of net ARR growth boost back to the business exiting Q1
  • Maintenance & Support saw an 84% in quarter renewal rate—$1.1M favorable to plan
  • Launched the eSure project to establish a centralized data and enterprise subscription renewals process for better visibility into RBOB and more accurate forecasts
Events, Trainings & Enablement

AGS Rockstars 2017

AGS Rockstars is an initiative to recognize and reward some of the top performing individuals and teams of AGS India & GSS. This year’s event was grand because it saw strong participation from all teams in the pre-events and the event itself.

Trainings & Enablement

  • Conducted 17 training programs, covering 302 Consultants, Architects and Managers
  • 23 ACE certifications achieved
  • 11 MSAs are undergoing Phase 1 of the MSA Program curriculum
  • 40+ people enrolled into the first batch of Multi-Solution Practitioner Program
  • Rolled out DMA academy for FY17 batch of 11 GDC Consultants
  • 20+ Analytics consultants cross-trained on Adobe Campaign and Audience Manager

Thank you for a great start in Q1. Let’s make Q2 outstanding.

Jay

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