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Global Subject Matter Expert Program

?Year 1Issues

Solutions

• Hard to find a definitive answer to strategic & technical product questions

• Lack of centralized documentation for client-facing teams

• Global teams were not fully aligned when new products and features rolled out

• Identified 175+ SMEs from Sales, Pre-Sales, Professional Services, Client Delivery, Client Care, Client Success, and Product teams

• Established SME Communication Channels (HipChat, Email Distros, Watson, Office Hours)

• Created Global Monthly SME meetings for 12 Bazaarvoice Products

Results

• 250+ questions answered through SME communication channels and added to documentation

• 50+ SME meetings over 6 month period have helped product teams smoothly rollout new features

• SMEs are actively communicating product and process updates to their teams