AGS India & Global Shared Services FY 2016 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:

  • 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 first Adobe Media Optimizer display/DCO POC win for Crocs
  • 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
  • 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
  • Collaborated with BU on the Campaign Butterfly initiative for implementation
  • 101% attainment in FY16 STAC revenue with a growth of 29% YoY for NA; 127% attainment for EMEA
  • Rigor in Delivery Excellence with focus on:
  1. Process Efficiency (process and technical audits, reviews and checklists)
  2. Operational Efficiency (capacity planning and optimization, certifications)
  3. Standardization (estimations, reusable components, Implementation Guides)
  4. Delivery Models (Campaign Full Services, Factory Model)
  • Formed a team to support the Americas Solution Architecture function; participated in ~20% of overall qualified deals and helped win deals totaling $11M
Our commendable performers across Consulting & Global Shared Services

India Consulting

  • India Consulting delivered Professional Services bookings of $807K and revenue of $620K (100% 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 137% against the plan
  • Some top deals included United Healthcare Services Inc., Unilever U.K. Central Resources Limited, IAG

Sales Velocity

  • Supported sales teams across the globe in deals totaling $370M ACV, with 95 deals >1M ACV–large wins at Lowe’s, AT&T, State of TN, Activision, and IAG
  • Top deals supported include Verizon, Media, SunTrust, McDonalds, Xfinity, Dell, ASOS, Unilever, Adidas, AS Watson, Allianz, Quantas, TUV SUD, Raymonds, IDEA, and Payback
  • The team catered to 829 support requests in areas of customer journey, POCs, RFx, and custom demos; created 12 new repeatable demos (available on DemoHub) and maintained over 5,400 active demo environments

CSM Shared Services

  • Set up a 7 member ACSS Team at Noida, catering to 1400+ accounts worth ASV of $121M+
  • NA team delivered over 75 customer facing documents, including QBRs and engagement plans, for accounts worth $35M+
  • Introduced customized HTML templated newsletters in NA & EMEA for responsive and personalized customer engagement
  • 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

  • Customer Adoption Management team executed 52 CSM Webinars and 25 CSM events covering 4503 customers from 1463 accounts across the globe; 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
Training, Enablement and Hackathons

AGS India hosted the DMa Bootcamp in Bangalore. MSAs and Architects who participated include:

Some of the other enablement programs conducted in Q3 included:

  • 2.5 day Adobe Experience Manager Mobile training attended by 18 Consultants
  • AGS induction for new hires, including campus recruits, and custom trainings
  • Leadership training
  • SME training for Adobe Analytics

Innovate for the future

Our GDC Practice teams are engaged in building and updating innovative solutions to address specific customer problems.

Adobe Now

  • A holistic mobile solution that addresses all the Digital Marketing needs of marketers
  • Customized to address needs of roles varying from CMO to Campaign Manager to Analyst
  • Empowering marketers with real-time performance insights to manage their business on-the-move
  • Enabling marketers to take prompt actions against critical business alerts, launch campaigns, monitor deliverability and manage A/B tests

Digital Catalog

  • An integrated solution to help marketer swiftly create digital sales catalogs and publish them as a mobile app
  • Deliver enhanced sales experience by delivering relevant and personalised sales catalog to drive better conversions

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 APAC Symposium, and 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.

Let’s end the year with an impactful Q4.


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