SKYPE FOR BUSINESS ACCELERATING ROI BY EXPANDING FEATURES AND FUNCTIONALITY. Copyright Modality Systems 2016

Transcription

1 SKYPE FOR BUSINESS ACCELERATING ROI BY EXPANDING FEATURES AND FUNCTIONALITY

2 TOPICS How can you accelerate ROI? Understanding how change drives adoption which impacts ROI 1. Identify what is changing Thinking beyond IM to maximize your potential Enabling Skype for Business and Office better together 2. Define why it s changing Turning into ROI vision into value messaging 3. Focus on driving change Implementing a pull vs push strategy Examining project management vs change management Getting started with an adoption plan

3 FOCUS ON CHANGE TO ACCELERATE ROI Two roads diverged.

4 IM IS JUST THE TIP OF THE ICEBERG Identify what is changing IM Meetings Enterprise Voice Skype Meeting Broadcast Mobile Devices Office Integration

5 EXTEND YOUR REACH WITH OFFICE INTEGRATION Identify what is changing Schedule meetings in Collaborate using Share PPT, Office apps Continue conversations via Keep meeting notes in Share files, recordings on Office Integration

6 LET YOUR VISION DEFINE YOUR VALUE Define why it s changing A vision statement identifies why your organization is rolling out Skype for Business -> ROI Increased business productivity Improved employee satisfaction Operational efficienciesworking smarter Fewer escalations Monetary savings A value statement defines what s in it for your end-users, and should align with your vision Connect instantly with colleagues/customers to reduce clutter or phone tag Alleviate dependency on conference rooms by meeting online from your desk Meet and collaborate in real-time to ensure everyone is on the same page Reduce required travel schedules and carbon footprint by meeting online

7 ASSESS THE CHANGE IMPACT Focus on how to drive change 1 How many other changes are going on at the same time? None Several 2. How do users typically react to change? Embrace it Reject 3. What is user competency to change? Very Little 4. How big of a change does this represent? Minimal Impacting

8 PULL PUSH USE A PULL STRATEGY TO FACILITATE CHANGE Focus on how to drive change Your adoption approach can accelerate ( ) or impede ( ) change Deploy it and they will come - Sending a simple with a link to training Rip and replace Users don t have an option One size fits all - Notion that IT represents a typical end-user ROI measured by deployment success - Lack of clearly defined adoption goals and metrics One-and-done approach - No momentum or reinforcement activities are implemented Adoption just happens - Disassociation with organizational, user and cultural change barriers Acknowledge change early Excitement generated, users have desire to change Build user trust and acceptance Users feel connected to change process Map personas to activities Target awareness, training, devices to user groups Confirm organizational readiness - Activities are designed around the user lifecycle Set big goals, celebrate small victories Metrics clearly mapped to adoption

9 DRIVE CHANGE WITH PCT AND ADKAR Focus on how to drive change Project Change Triangle (PCT): Three Legged Stool All legs are critical to success Secure the right Sponsorship Steering committee Executive sponsor Departmental managers ADKAR for individual change Do they know what it changing and why? Do they have the motivation to change? Do they have the resources to change? Do they have the what they need to change? Do they have the ongoing support?

10 DEPLOYMENT IS NOT ENOUGH TO IMPACT ROI Focus on how to drive change

11 CHANGE DRIVES ADOPTION WHICH IMPACTS ROI Identify what you want to change Think beyond IM with Skype for Business Define why you want the change Understand your vision, value and ROI targets Focus on how to change Implement a change management strategy to accelerate ROI Contact info@modalitysystems.com for more information on managing change and adoption within your organization.

12 PUSHING USERS INTO CHANGE DOESN T WORK A real-life example of PUSH vs PULL PUSH Rip and replace of desk phones PULL Lifecycle approach: User pilot to drive overall strategy Scope: Enterprise Voice Deployment Key Activities Swapped desk phone with PC headset, sent Results Users were confused, frustrated, productivity suffered Users started using their cell phones Mitigation required Working to rebuild user trust > asked for feedback, ordered new devices, soft launch to other regions Key Activities* Device bar for testing Formal user feedback loop, testing plan Results Revamped device strategy Leveraged user feedback for broader messaging Pilot testers became Champions CSAT remains high, usage is on steady incline Results 2 weeks post-mitigation 20% increase in CSAT 50% agreed ability to communicate improved with new phone system 50% indicated they preferred the headset, returning opt-in handsets