good morning or good afternoon everyone carousel technology would like to welcome you to our servicenow federal tech talk accelerate digital transformation roi at this time i'd like to hand the floor over to our speakers ryan and brent the floor is all yours thank you so much yes and uh thank you from the warm introduction again my name is ryan lowensburg i'm the director of outbound product management for servicenow impact excited to share our experiences with you today my main focus just to give you a little bit more about what does outbound product management do i my main mission is to enable our account teams on the value of the impact product which is our premium support offering that includes customer success support and training and how have excuse me help them have confident discussions with their customers so they can uh retain them as clients brent yeah good afternoon everyone my name is brent smith uh director of success architecture at servicenow specifically managing a group of success architects and customer success managers supporting our federal customers both from the our legacy customer success product as well as impact i look forward to talking through impact with everybody today i've been with servicenow uh just under seven years uh in the customer success business uh supporting federal uh throughout that journey uh so excited to speak with everyone back to you ryan thank you yeah absolutely fantastic so why don't we get kicked off here so um so for some of you that are familiar with impact query but i'm not going to make any assumptions that you understand what impact is and that's really kind of what brent and i wanted to talk about today but just to kick it off here before we go into some of our early wins impact is what we're taking it's our premium support premium support model right so we're taking the best of breed of support and we're up leveling it we're providing things like developer support and enhanced response times to our our impact clients but also to providing them tools that they can monitor and manage their platform and make sure that's high performing and healthy at all times in addition to that we're also including in our premium support model customer success and that's the team that that brent heads up for our federal space but we're also providing in addition to that and we'll talk about this in more access to other subject matter experts to the customer success team so that they have a systematic approach uh to pull in other experts within the time of need and then on the training side we are providing a lot of different areas of enablement where we're providing on-demand training certification and instructed life classes as well so just i wanted to kind of tee up what exactly impact is and it's really our post-sale solution to help our customers get the value in the shortest time possible and then let's talk about for a second here some of our our wins early on we just launched impact in january of 2022 and to date we've acquired just about 375 customers within revenue number around 48 million but i want to draw your attention over here to the federal space our federal customers are our federal customers are the largest one of the largest consumers of customer success slash impact to date for our customer cohorts and you can see here i've broken down some numbers here impact we provide different packages we start with a guided package advanced package and total package which is more of our white glove service because we want to make sure that every one of our clients has an opportunity to have some level of support success and training at their beck and call so that their people can become from average users to product experts in the shortest period of time and so yes our federal customers we value dearly um brent i think you and i are just talking a minute ago that uh this number is actually not accurate this number is actually growing within the last three weeks yeah that's right uh we continue to grow you know as most folks on the phone are likely in the federal space you understand that the third quarter is really the the biggest quarter in this space uh how they the years line up so uh and that historically has been very big from customer success standpoint and absolutely uh holds true with impact we're seeing a huge uptick in customers uh signing on for impact or even renewing impact we had some short-term uh customers that signed on for for shorter terms at the at the initial rollout of impact and those customers are renewing right and i think that speaks volumes to uh the value that the organization and the product is bringing so yeah we we're seeing a pretty big uptick as the weeks go by and i see that continuing through uh through the end of september as well right yeah no that's awesome and you know brent if we keep this pace we'll be the most successful product launching service now is 14-15 year history and so we have to keep after it we have to stay focused uh we have to stay humble and we have to just make sure that we continually drive successful experiences for our customers so that we can be that that that the most historic product launch in servicenow history so nonetheless um some of you in the audience may be saying you know well you know customer success you know some of you may be clients and have been leveraging customer success from servicenow here in the past you may be saying you know everything was going well why did you guys change why are you guys doing something new this year and and it really dates back to when bill mcdermott our inspiring passionate leader our ceo came to servicenow about two and a half years ago when he when he came over from sap and as bill does right he goes out and he he talks with all of our customer executives and in these discussions he came back to us and said you know folks we should be proud of what we do right we are changing the world of work we have the best platform on the planet but you have to remember one thing these executives are not buying the platform they're not buying a tech stack from us they're not putting their name on the line for a tech stack they're putting their name on the line for a business out a mission outcome sorry mission outcome and we need to look at our post sale experience and and and and pivot it towards focusing on what the mission outcome is and work our way back and so he said to us go back go to the drawing board and take a look at what we're doing because our customers want more from us we're doing fine they want more and so what did we do we went to our customers right we went out and we interviewed close to 500 customers as well as we looked at the existing customer success engagements that we had out there and there were three key themes that kept coming up time and time again not only did we have third party research that inspired us but you the customers inspired us and these are the three pillars of what we thought we needed to build our program around when we heard from our customers was we need your help to get smarter faster better at servicenow we need better enablement experiences better support experiences tools to manage our platforms so that we can keep them healthy and high performing also too when you come to the table right we know you're doing your best but you don't know who we are all the time we always have to re-explain to you again and time and time again what our mission outcomes need to be what workflows we need to be successful what are our industry verticals know our industry verticals and my goodness come to the table with an opinion if we're about to walk off a cliff you're not going to hurt our feelings stop us tell us why tell us what's different why we should be doing something different why we should be thinking differently you're the vendor and then last but not least though our customers want to see results in a shorter period of time and they also challenge us to help them measure those results so that they know exactly what the roi is from their servicenow investment so they can go to their leadership and demonstrate that to them and show that to them that the investment that they made that they put their names on the line for was a good investment and so this basically was the inspiration for us to do something uh different as bill would say dream big and and so that's what we did so as i said before the main focus for us is to know our clients once we know who they are once we know that how we can personalize this experience for them how we personalize and provide guidance around implementation how we can provide guidance around adoption strategies because we know who they are we know their mission objectives we know their industry we know the workflows that they that they need to leverage to be successful we know what kind of training they're going to need we know what kind of success resources we need to roll into the account and so if we know that we obviously will then uplift our customers expertise as i said before take your average user and make them a product expert in the shortest time possible product experts are the most valuable customers to us they are the most valuable uh people on your team because they're more productive and they are doing things the right way the first time and if you do that you're going to get the results in a shorter period of time and also too with what we're doing very different than what you've seen out there potentially is that we're taking those three pillars the training the support and success and we're wrapping it in a digital experience to make it easier for our customers to consume these resources that are critical for their mission outcomes now one of the key things that we do differently here with impact that we weren't doing in the past and you know also let brent speak this because this is you know really a discipline that he could speak to uh from a place of of of a lot of expertise is that we are coming to the table in the first 90 120 days in the impact engagements and we are getting to know our customer we're getting that customer intimacy that we absolutely need and it's that we're bringing a foundation we're bringing what we call impact fundamentals where we go and we do value blueprinting we do uh interviews we do technical road mapping we build a customer impact plan that includes the foundations for our for our customers journey to be successful and that rigor and that structure is something that we didn't do in the past and that is something when we were doing our interviews we knew was a gap and so that is what's really making this a successful experience for for our clients and you know and it allows teams like brent that he heads up to be successful in driving those value-based experiences so brent let me ask you a quick question here since you're so closest to our federal customers and your teams are what are you hearing from the front lines if you wouldn't mind sharing um yeah no thanks ryan um specifically in the in this in the federal space um as i go and talk to customers and our teams go and talk to federal customers you know it's really a resounding message right we love the platform we love the capability of the platform but we need help right we we have limited access to expert resources um as we undertake what is oftentimes a very complex um journey right to implement service now right we're working in often siloed uh groups within our organization um and really need that help right we don't have those foundational elements in place that allow us to to really start off on the right foot as we embark on this transformation journey really so what impact brings right when we talk about those uh experts is we bring a a squad and that's the term we use for the for the uh named resources and i'll talk a little bit about the unnamed resources in a minute but that that named resource group uh that comes with your impact package uh is made up of four different resources all very critical to to the mission outcomes that we uh strive to help you achieve or exceed quite honestly and those squad members are inclusive of a success architect right the team that i lead as well as the csms and that success architect is really your strategic expert that is get really going to lean in from a strategy and road map perspective right give very prescriptive guidance around right do we have a sound governance structure in place right do we have a governance structure in place that will you know help manage the platform as we continue to grow because when we get to those initial mission outcomes guess what people are going to want to be on the platform so do we have a structure in place to manage that demand that demand intake right so your success architect is really focused on understanding your business being very prescriptive in our guidance that aligns to your strategy and helps really uncover what that strategy is right helps really again in that foundational stage understand what outcomes we're trying to get to right we'll work on putting some targets together once we understand what those outcomes are and then we'll help you measure that right i don't if you can't measure it you can't manage it right so we want to be very prescriptive up front help you with that foundational element that we talk about uh to put you on the right path the platform architect is our technical arm of the squad right these are technical experts on our platform that really lean in and do things like technical governance right having a governance model from a technical perspective in place and really guiding you through setting that up so you have a sustainable technical governance model in place right they're doing things like health scans right they're making sure that the underlying configuration of the platform is is set up for success right we want to stay as close to out of the box as possible right we want to be following best practices and us giving you that guidance via that platform architect is hugely valuable to every federal customer that we have support account manager again another critical role right they're manning managing the day-to-day operations uh within service now right so tickets that are coming into servicenow from your organization being managed by this we call it a sam support account manager uh they're reporting back out on you know metrics around tickets that are coming in importantly handling any escalations right some tickets that come in are very critical to your business and might be causing a roadblock right they help clear those roadblocks and i think almost most importantly they're helping with upgrade planning right i think with servicenow having two major releases every year we're kind of always in that upgrade mindset right so that support account manager is helping with the planning so that each one of these upgrades is really a seamless and transparent um activity right so again uh so far the three that i've talked about success architect platform architect support account manager uh they were part of our legacy customer success business right with impact we introduced a new role and that's the customer success manager right so so this resource again becomes very critical because they're helping coordinate all of the activity and there's a tremendous amount of activity that the squad in general is managing along with your teams the csm is really helping with all of that coordination you know getting assignments out to the platform architect success architect and sam on different initiatives and activities that we're working on with you uh they're also bringing in outside resources and that's a a critical part of uh of impact it's it's it's about this squad that you work with day in and day out right you're they're really ingrained and part of your team but i think the beauty of of impact and what we bring to the table isn't just limited to these four resources and i get comments all the time from federal customers you know brent i can't believe the reach that you guys have back into that organization to bring experts to the conversation uh when we need to have those conversations uh and by experts i mean technical consultants i mean business process consultants right product success teams whatever the need is right it's really a variable delivery model right we're bringing the right people to the conversation at different inflection points along your journey to add the most value and again everything we do is really pointed back to getting to or achieving or exceeding those mission outcomes that we talk about very early on in the relationship when we're getting to know uh all of our customers right what are we trying to accomplish right so this team is always focused on either getting to those mission outcomes or exceeding those mission outcomes with a with a way to effectively measure that so you have real-time access into how you're doing uh towards achieving those outcomes so you know in closing on that part ryan it's really about the people right it's about the people that servicenow brings to the conversation these practitioners know the platform in and out they know the federal space right they have the necessary clearances to work with customers that require that right that might be in our gcc or or even on-prem right so it's really all about the people right no no thank you for that brent and um you know one of the things you kept mentioning was like these unnamed resources and you kind of scratch the surface a little bit would you maybe share a little a little bit more about like developer support or maybe even the impact accelerators that we're providing to our clients and what you're hearing about because that's a part of the reach as well right so i just wanted to see if you can elaborate on some of those other areas yeah absolutely and and i think it makes sense right to really uh let's square off on on fundamentals right so that early stage uh activity that's going on with the squad and then i'll kind of transfer into uh the the variable resources and what um accelerators we're bringing them in for right so early on in the relationship that getting to know you stage right one of the very first things we're going to do is what we call a success readiness assessment right that's interviewing um critical folks on the customer's team right whether that's executive sponsors platform owners process owners right getting uh really the voice of the customer where you feel you are across different areas whether that's governance right do we have a a strategy that's defined and has that been communicated to the organization what's our governance model look like i'll be very honest in this space we find that that's an area we need to really lean in a lot early on because there's not a sustainable governance model in place but that's okay we'll get you there right so this sra or success readiness assessment really it's you know it's it's several interviews several stakeholders to really understand where you are so that gives us a baseline of where we need to focus our attention right out of the gate right often times as i mentioned governance when we create the heat map after that sra governance is flashing red right so that means we need to really lean in early on to help build that governance model right and that's delivered via workshops right really focused on strategy portfolio governance technical governance that i mentioned the platform architect that focuses on delivering workshops working along with your teams helping build out what that governance model looks like so you're ready for success and you're ready for that demand intake that i talked about but that sra really encompasses everything across the the platform from strategy you know um configuration partner strategy right what's your integration strategy really understanding where you are so that we can build our plan based on that and know where to to focus our energies we're also going to look at uh value blueprinting right we talk about mission outcomes let's spend some time early in the relationship to really map out what that looks like what are the outcomes we're trying to achieve why are we buying service now what are we trying to get out of this right having that clearly defined right what our our mission objectives are then we can work with you to define target values right it doesn't have to be monetizable it might be qualitative right i want to increase my end user experience and my satisfaction scores i want to impr improve them by five percent ten percent right helping define what those outcomes are put target values there and then be very prescriptive around here's how we believe you should measure that right around kpis here's the kpis we feel you should put in place to measure that and then go so as go as far as helping you build the dashboards to do that measurement right very soon in q4 for our gcc customers we'll have a very robust what we call an ide an impact digital experience where you're interacting with that squad on our digital experience interface you're ordering these accelerators right hey i have a i have a need to to build a coei how does that work you can go request that a coei accelerator right then whether we can deliver that from the the named squad or if we need to bring in experts um in that specific area that's what we do through this variable delivery model or resource model i'm sorry to have those conversations right so when i talk about accelerators and being able to order accelerators as part of this program those are things like architectural blueprint right coe design that i talked about csdm right common service data model how do we build that out how do we remediate issues there right expert connect an expert connect is i need to talk to somebody that has very deep knowledge about a specific component of our platform maybe that's service mapping right as an example right we'll bring in a service mapping expert to talk and work with your team to really lay out what that needs to look like what a successful implementation looks like what are lessons learned what are those best practices because these folks are working with hundreds of very successful customers to get those best practices that we convey to our customers tune up your security technical governance which we talked about right we have um adoption accelerators right because the the intent is to ensure that you're adopting the platform right you don't want shelfware right you want to utilize everything that you've purchased from the platform so helping build out the roadmap right as an accelerator we would bring we would work with you on to really map out here's the the phased approach to implementing and delivering success up back out to your business uh a health assessment jump start your upgrade there's a laundry list of accelerators that our customers are able to go in and order and we staff with the right resources to kind of guide you through each of those different areas it's a very robust program ryan and i yeah we'll say that you know our customers are benefiting from really and i keep going back to the people right it's the people that we bring to our customers that align with their business uh to really drive uh an acceleration to value right because and i haven't said the word value and i usually overuse it because that's why we're here right we want to accelerate the time to value so that customers get the roi on that investment into our platform and we get there as quickly as possible and we do that via the delivery of our impact program you know brent and i think that's what's so different than what we were doing you know in 2021 and prior is that you know you mentioned before these are the three personas that came to the table now what we're doing is we're bringing an additional member but if you think about those impact accelerators right and and there's it's just a digital catalog and we have close to 30 of those accelerators today where a customer can go in and click a button and and and invoke a subject matter expert to come to the table you're really looking at like 35 members from servicenow that could be coming to you to the table to support you and give you that bear hug that our clients so desperately need um so you know to me i i you know i kind of look at it this way brian is like it's the right service at the right time for the right person and and so um that for me and and i know i'm hearing this from you and the other members uh your peers and stuff is that that's that's really what our clients are really seeing different about this approach is that it's not it's it's enabling your teams to have that structured reach that systematic reach to pull these folks in not reactive because reactive is you know that doesn't help customers all that well proactive is much much better for for our clients so uh but anyways just kind of wanted to add a little tidbit to that ended there yeah you know i've i've heard ryan some customers you know when they when they talk about wow i can't believe the resources you bring to the table i've had customers say you know i i view servicenow impact as an insurance policy right you're ensuring that one i have that foundation the right foundation in place right early on right before the first fingers had hit a keyboard right we've got that foundation in place for success right and that's a critical part of it oftentimes you know uh organizations buy product right software and they go right to an implementation without actually doing that foundational work that is that is so critical and what we've seen right and it's unfortunate in some cases but you know when you don't do those foundational things up front and you just take off down this path of implementation and configuration they quickly find out hey we need to go back right we've got to take five steps back and rethink about this because if governance is a great example if they don't have the right governance model in place you know things go awry very quickly and you get an over customized platform that becomes very difficult to upgrade right but if you do those things up front you know you're able to do so and and then get to upgrades and so forth and build upon the platform in a very streamlined way you know one of the things we haven't talked about uh is process right i mentioned process owners earlier one of the things that i think is hugely valuable from our program is doing uh design reviews right and and what a design review really focuses on is taking a a process let's just make it as simple as possible and say change right well not necessarily simple but let's look at change right and we'll bring in a business process consultant right so not somebody that you see on your screen here but somebody that we're bringing to the conversation that is a true expert on change right and that business process consultant is going to sit with your process owners and stakeholders and say let's look at change from end to end from start to finish and understand what's in place today right and then be very prescriptive on here's ways to to make that particular process more efficient and that's backed by the lessons learned from working with very successful customers like i mentioned before right here if we follow this process and do it this way you're going to gain a lot of efficiencies which again point back to achieving those mission outcomes right it all starts the the dots all start to connect right so looking at that process uh in this space uh everybody on the phone probably will be shaking their head right we're very siloed right you know one group does change this way another group does change that way right very different everybody has their green button or red button that they push they don't know what's behind it but they know i just push the green button right but getting those groups together and saying okay we're all doing it very differently today how can we get alignment across all of these groups on a single way to manage change right and then you end up with a very streamlined process that works and gains efficiencies across the platform that's just one example right doing a design review and looking at each and every process early on before hands hit the keyboard so that when you go to configure right we're configuring a process that's proven that has efficiencies is going to be better for your organization that's great brent well why don't we do this brent why don't we uh if there are any questions from from the audience what we what we filled some of those sure we did get a couple the first questions is you mentioned you have customers who have purchased legacy customer success in the past are they some of the clients that have purchased impact this year great question and absolutely uh in fact when i mentioned q3 being our biggest quarter um for the federal space excuse me um i think it's important to to give a data point because it's i think so very relevant to that question uh last year before impact right as we had customer success in this space again federal making up the biggest majority of those customer success customers and as everyone knows in this space contracts are are not three and five-year contracts they're 12-month contracts right so you have a very short runway to really deliver and drive value for our customers right if if we weren't doing that they wouldn't renew the product uh q3 of last year from a uh revenue standpoint our renewal rate was 100 right over 20 customers renewed last q3 because they were getting the value out of the customer success engagement what we're seeing this quarter is a conversion of those customers over to impact and that is a very high rate of conversion because the values there right and what we're doing with impact is adding to that value right as we talked about we're adding another resource another named resource right that's doing a lot of coordination and with that coordination and the impetus behind that being hey if the this might be activity that the success architect or platform architect was having to manage on a day-to-day basis with the customer success package with the csm that's freeing up that success architect and that platform architect to really lean in on strategically focused activity for our customers so to answer the question directly yes absolutely customers that were on legacy customer success are absolutely converting over to impact and we we did some short term uh deals on impact with a couple of those customers and they're actually renewing impact right so that's that resonates in the sense that there's they're getting the value from the program that answers the question heather yeah are you able to talk about the differences in the different impact offerings at all sure i'll take first out yeah go for it absolutely go for it brent so there's really three tiers right and the area where i'll say i play and this team plays specifically success architect platform architect and support account manager are in the the advanced or total tiers okay so and the difference between an advanced package and a total package number of entitlements being won right the advanced impact package is really a shared model right so a success architect might have might work with multiple accounts whereas in a total package and depending on the acv would be a dedicated model right there's benefits to both certainly um if you're thinking about an advanced package where you would have shared resources there's benefits to that and and i say that because if i'm a success architect and i am a practitioner i've managed accounts over the the seven years i've been here if i'm a customer uh working with a success architect it's very valuable for me to have a success architect that is working with my peers in this space right and knowing and hearing other problems that that agencies are facing and how those are being solved so they're bringing the knowledge of working with multiple accounts to your account so there's absolutely benefit to working in that shared model again based on acv you might have a dedicated model where you've got a success architect that is only working with your organization a platform architect only working in your organization those are the main differences but while i have the floor one thing i didn't mention that i think is very important back to the accelerators one is a code review right and this is new this isn't something we did with legacy customer success but we'll actually go in as your developers are writing code and doing configuration uh and do a code review and give feedback as to you know that specific code and it's limited to the a few hundred lines i think is what it is um but that's a very that's a nuance that wasn't available with legacy customer success but i i did think it was important to mention yeah brent there was somebody in the audience that asked that question uh you know that they're they're seeing a lot of strategic help but is there you know anything more tactical around specific coding and things of that nature so you hit the nail right on the head because i was going to say you know developer support's been one of the more uh welcomed enhancements that we've brought to our customers and what we're hearing from our clients is that you know they're they're they're leveraging that right before they push code to to their end users and we're actually seeing in the roadmap um that that we build with our clients we're actually seeing right before code gets released we have developer support we may even run an accelerator on top of that just to kind of make sure like uh gosh we didn't even talk about this the advisory sessions uh brent where you know it's half day workshops our our clients in the total and advanced packages get so many um days of um of advisory sessions throughout the year where you can call in as many experts as you need and have a four hour half day workshop around those topics and you can plan those out in the roadmap so you know proactively that you're gonna get those right experts to the table at the right time to deliver the messages that you need or the support that you need so um yeah there's there's a lot of guidance but also there is you know that tactical support as well that's right and those advisory sessions you know they might be staffed by a business process consultant that i mentioned or a technical consultant um also i think important to note you know in this space when ryan you asked me what what am i hearing right so what i'm hearing it and what i know about this this space federal space there's a lot of partners right there's a heavy reliance on partners and i think it's worth noting we work very closely with those partners right we don't separate ourselves from those partners we work alongside and with those partners right and we're helpful one personal example i'll have is you know there were concerns with a specific partner and um around the way things were were being implemented or configured and rather than point fingers we helped that partner that specific partner build out a training path right to go and get the necessary certifications to the necessary amount of folks so that they could deliver for your organization training we haven't talked about ryan but that's a huge part of impact right we have access to it to a training account executive that is working with us and working with our customers to build out what a comprehensive training path looks like for them specifically for our customers oh and there's deep discounts on training as part of the impact package as well but access to those training resources that are helping you build out a training curriculum for the for the folks and and helping ensure we're training the right people most importantly at the right time right we're not training everybody up front then six nine months goes by while configuration is being done and nobody remembers anything they were taught nine months ago so working with you on that plan so that you have a systematic approach to comprehensively train the right resources on the platform so when we get to a go live again very successful and we're hitting those mission outcomes yeah those are all great points brian um any any other questions i'm not seeing any other questions at this time did you guys have anything else you wanted to discuss before we wrap up today's session no just uh from my standpoint it's been a pleasure uh to to speak with everyone looks like a pretty large audience and you know if you're if you're contemplating uh impact talk to your to your account team right we as an impact team are are very willing to to go into depth about the program um and the benefits right i touched on some not everything today um but it really is and i mentioned insurance policy right and i say that in jess but that's that's the way some of our customers view impact and these teams is they're keeping us within the guard rails right these experts are making sure we're doing this the right way so we're positioned for success uh and i think we're delivering that in a great way with impact thank you well brent you and the team keep on delivering those great experiences to to our federal clients and and uh we'll make sure on the product side that we continually innovate listen to the front lines and we continually optimize around our findings so that we can continue to deliver a product that does meet the fed the us public sector needs so thank you so much for your time brent and really just keep keep doing what you're doing because things are going great for you guys so thank you fantastic thanks everyone thanks everyone i'd like to thank all of our participants as well as our speakers for being with us today we hope the information you received during this webinar has been helpful if you have any further questions or would like to request more information please feel free to reach out thank you all again and have a great day