RightAnswers Client Success for Genpact NOVEMBER 5, 2015

RightAnswers Introductions Tom Policano Vice President, Client Success & Support Client Success Management Product Training Technical Support Cloud Operations Data Security RIGHTANSWERS

RightAnswers Introductions Keith Berg Vice President, Professional Services & Product Development Project Management Team Implementation Engineers Integration Development & Maintenance Core Product Development RIGHTANSWERS

Key to Success (Tom) Implementation – Getting you up and running quickly Training – Making your knowledge users experts On Going Support – 24/7/365 technical support RIGHTANSWERS

Meeting Challenges together – Genpact and RightAnswers (Tom) Centralizing knowledge and Standardizing processes Ensuring structure, audit and governance Enabling ease of findability and usability of knowledge Promoting collaboration and sharing of knowledge Capturing, Maintaining and updating knowledge RIGHTANSWERS

The Winning Team (Tom) 6 You RightAnswers RIGHTANSWERS 2015

Your Team (Tom) Technical Project Manager – Poonam Verma Sales Director - Business Development APAC – Amit Sharma Cloud Infrastructure Director - Ben Barresi Client Success Manager & Content Manager – Alex Baker Assigned Training Manager – Michelle Stumpf Assigned Knowledge Practice Leader – Laura Yeomans Support Director – Jyothi Honnavalli Management Team: Bill Pollie – VP, Global Sales & Business Development Tom Policano – VP, Client Success & Support Keith Berg – VP, Professional Services & Product Development 7 RIGHTANSWERS 2015

Your Dedicated Team - RightAnswers Client Success Introductions Alex Baker Client Success Manager & Content Manager Dedicated Client Success Manager PMP Certified, manages your progress through the onboarding project plan Single Point of Contact for onboarding and content questions Holds individual best practice and configuration sessions with client Manages RightAnswers content creation and assists client through the content creation process KCS Practices V5 Certified RIGHTANSWERS

Your Dedicated Team - RightAnswers Client Success Introductions Michelle Stumpf Dedicated Training Manager Creates curriculum around your goals Delivers instructor-led training sessions Fields functionality-related questions Assists with your training plans Certifies customers on RightAnswers KCS certified & KCS certified Trainer RIGHTANSWERS

Your Dedicated Team - RightAnswers Client Success Introductions Laura Yeomans Dedicated Knowledge Practice Leader Leader designing knowledge best practices Knowledge process expert Aligned specifically to large/ high-complexity clients KCS certified and KCS certified trainer RIGHTANSWERS

Your Dedicated Team - RightAnswers Support Introductions Jyothi Honnavalli Support Director Manages dedicated support team Drives 24x7x365 Global Technical Support and Customer Service Responsible for post implementation maintenance of customer deployment Escalation Point for Customers KCS Practices V5 Certified RIGHTANSWERS

Your Dedicated Team - RightAnswers Support Introductions Ben Barresi Cloud Infrastructure Director Manages all Highly Available Global Cloud Infrastructure in the US and Azure Responsible for the Implementation and Support of Client Infrastructure Needs Monitors and Ensures Infrastructure meets or exceeds SLA Requirements RIGHTANSWERS

How We Do It… (Tom) Knowledge Success methodology is our approach to ensuring your success with Knowledge Management… Support Implement Educate Validate Engage RIGHTANSWERS / 2015 RIGHTANSWERS

How We Do It… (Tom) We lead the way on your Knowledge Management Journey… Gather the teams Clearly define goals Validate business drivers & initiatives Mange all aspects of onboarding Improve customer satisfaction Manage timelines Drive critical path tasks to go live Engage RIGHTANSWERS

Knowledge Success Program (Keith) Authentication and Personalization Branding Blueprint for multi-tenant cloud implementation Onsite implementations Integrations Bespoke development Implement Phased approach based on your business goals and timeframes RIGHTANSWERS

Knowledge Success Program (Alex) Focus on content identification, conversion, and creation Organize, segregate and optimize content for maximum findability Encourage Content Best Practices to ensure full user adoption Maximize benefits of content metadata such as keywords and taxonomy Implement Phased approach based on your business goals and timeframes RIGHTANSWERS

Knowledge Success Program (Tom) Center of Excellence Team – Certified by RightAnswers Train-the-Trainer Instructor-Led Online Sessions LMS (Learning Management) Webinars & Webinar Series Recordings RIGHTANSWERS Educate

Knowledge Success Program (Michelle) Comprehensive RightAnswers Platform functionality training Best practices Knowledge methodology Customer roundtables Industry trends RIGHTANSWERS Educate

RightAnswers Learning Management System (Michelle) Ongoing webinar series Self-paced training Recorded training sessions Custom and On-demand Training Hands-on experience Focused deep-dive modules Focused functionality Q/A sessions RIGHTANSWERS Educate

RightAnswers Certifications (Michelle) Knowledge Architecture Knowledge Segmentation User Management and Workflow Knowledge Analytics and Measuring Success Industry best practices Adoption RightAnswers Certification Setting up for success Educate RIGHTANSWERS

On-boarding Track – (Tom) 21 RIGHTANSWERS 2015

We Start Where Others Leave Off… (Tom) Client Success confirms your business preparedness with RightAnswers “Client Success Go Live Validation session” Setting you up for success Building on your baseline as the foundation to measure success Ensure effectiveness of best practice guidance and collaboration Ensuring you’re “Ready for Production”, leading to long-term success and optimal customer satisfaction Validate RIGHTANSWERS

RightAnswers working with you (Alex) 23 RIGHTANSWERS 2015

We Start Where Others Leave Off… (Jyothi) The journey continues… 24/7/365 access Dedicated support analysts that understand your environment Robust self-service portal available 24/7 for your functionality needs Support portal access for ticket management Quarterly executive review Support RIGHTANSWERS

Questions?