Putting a user adoption strategy on the UC menu

Transcription

1 Putting a user adoption strategy on the UC menu Tony Gasson Director Unified Communications and Collaboration

2 Welcome UC has two main business benefits, to help reduce upfront investments and travel costs and provide tools to improve productivity, but to get the best user adoption we have some useful tools to consider. 2

3 UC adoption approaches Business process approach The use case approach The typical IT tower approach

4 The typical IT tower approach Choose a UC solution on price/performance. Justify the business case on projected cost savings on travel and audio/ videoconferencing and telephony. Roll out and drive internal promotions with deployment strong reliance on viral adoption. Business process approach The use case approach The typical IT tower approach 4

5 The use case approach Consult cross functionally across the business to ascertain horizontal use cases (types of users). Choose the UC platform that addresses these cases. Establish KPIs for adoption with the business. Roll out to the users with the cross functional business teams sponsorship educating the users on their individual use case. Opportunity to add generic productivity into business case (man hours saved and redeployed). Business process approach The use case approach The typical IT tower approach 5

6 Use case profiles THE NOMAD A typical mobile worker who is constantly on the go. Needs to stay in contact with customers, collaborate with co-workers, and have all applications at their fingertips on their mobile device. THE PACE SETTER Needs to balance work and life commitments and schedules, requiring access to consistent tools at home, offsite locations and in the office THE GAME CHANGER Wants advanced UC tools that extend communication and collaboration across organisational boundaries to include external partners, suppliers and customers for competitive advantage. 6

7 AT&T RAMP program - Overview The AT&T RAMP program - has been specially developed to capture the imagination, drive awareness and adoption of AT&T Unified Communication and Collaboration technologies amongst the customers workforce. UC Adoption Campaign in a box - Integrated demand creation assets created for the different phases pre-launch, launch and postlaunch. Customisable - All collateral is fully customisable and is non-at&t branded for ease of integration into existing internal communications initiatives 7

8 AT&T RAMP program Overview A wealth of marketing assets to help you accelerate UC adoption Online advertising suite. For use on intranet site to drive demand for UC. communications suite. Sent personalised content to the organisation promoting training tools and awareness material. Marketing toolkit user guide. Explaining when, what and how to personalise & deliver your campaign. UC video intro series. Persona based videos highlighting the work/life benefits of UC adoption through pre, launch and post-launch phases 8

9 Business process approach Work with senior business process leaders Identify key business objectives / processes Identify opportunities for UC to accelerate or innovate Describe the application of UC to the business process Describe outcome and KPIs Select a platform that supports the application Launch with business process leader sponsorship Users are trained on the new business process (as opposed to technology) Add business goals to business case Drive high profile PR when UC delivers on the objective Business process approach The use case approach The typical IT tower approach 9

10 UC provides tools that redefine response to common business processes Optimises business processes by reducing communication delays and improves an organisation s ability to respond to key issues Access experts Shorten sales cycle Reduce travel costs Voice Improve customer experience Rapid problem solutions Accelerate projects Mobility Desktop integration Collaboration Video Conferencing Messaging Presence 10

11 Unified communications and collaboration Marketing Sales Distribution Production Supply Chain R&D CFO CIO CEO 11

12 Application discovery opportunities Product delivery & configuration Customer orientation Global team alignment Case reviews Customer reviews Customer service Sales Team meetings Account management Contract negotiations Channel management Sales training Proposals Kickoffs R&D collaboration Design reviews Supplier management Design cycle acceleration Team alignment Product development Application discovery with UC Marketing Large scale webinars Launch meetings Channel training Executive management Operations All hands meetings Customer meetings Crisis management Site reviews M&A, partnerships Investor communications IT Application rollouts System training Technical support Operations meetings Contract negotiations Process streamlining HR programs, training Travel reduction Green Initiatives 12

13 Don t forget the ecosystem! The need for federation An organisation can also benefit from collaboration with their suppliers, customers & partners Insurance Investors PR agency Marketing agency Banking Advertising agency Finance partners Marketing vendors Software supplier IT consultancy supplier Your business Supply chain partners B Supply chain partners C Information technology Suppliers Telecoms supplier Supply chain partners A Plant suppliers AT&T Intellectual Property. All rights reserved. AT&T, the Globe logo and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change.

14 Defining a beacon business application Launch new projects to define beacon business application for UCC 1. Define critical business objectives 2. Identify those objectives where UCC can accelerate or transform 3. Define how to measure achievement of the objectives including milestones 4. Define the application (use case) of UCC in those processes that support the objectives 5. From the application define the UCC components to be deployed 6. Establish ROI for the application to support decision 7. Deploy training of the process ( as opposed to the technology) 8. Launch with executive sponsorship 9. Publicise successes and milestone achievements back out to the business with sponsor s support 10. Repeat and multiply across other business processes 14

15 Global car manufacturer Helping to improve end-to-end productivity across the entire enterprise Business challenges Customer faced three key objectives as a company, the first was to increase its commitment to quality. The second was to maximize its profitability and the third was to growth the business to sell more cars globally. End user adoption Application discovery - Worked with senior business process leaders to identify opportunities for UC to accelerate or innovate Top-down UC adoption CEO used an initial town-hall webinar and newsletter to kick off the launch of their UC platform UC portal - Set up a UC branded portal wealth with a wealth of UC content e.g. FAQs, how to videos AT&T campaign in a box - created an integrated launch campaign to different user profiles during different phases of the roll-out pre-launch, launch and post-launch. Client benefits Shortened time to market for new car models - accelerated key business processes between internal employees, suppliers and partners ecosystem Manage multiple brands improve and leverage in areas of engineering, design, manufacturing and supplier relationships More effective senior level communications - All-hands meetings led by CEO. Helped to improve knowledge worker efficiency - saved a large amount of personnel days of travel per year Reduced travel costs - The UC solution helped to reduce meeting-related travel costs 15

16 AT&T adoption paper with Gartner Get our whitepaper after this session. Institute a program for monitoring and facilitating adoption. Start the adoption program early in the project cycle, and then institute a program of continuous evaluation that includes ongoing training and an understanding of the root causes where adoption is succeeding or not succeeding. Through 2017, organisations that deploy their UC projects with change management methodology will achieve a 25% improved adoption rate Through 2017, 30% of UC projects will fail to meet their objectives because the UC solution deployed does not adequately meet user needs in terms of functionality or use experience quality Source: Optimize UC Adoption with These Best Practices, April 2014, Gartner, Inc. 16

17 The changing work environment. Speed, outcomes and productivity! Working and collaborating are one Richer, flexible experience Disappearing boundaries 17

18 Thank you 18