wwt webinar - the role of adoption services in tech deployments
TRANSCRIPT
Copyright © 2015 World Wide Technology, Inc. All rights reserved.
If You Build It, Will They Come?THE ROLE OF ADOPTION IN TECHNOLOGY DEPLOYMENTS
Sean McDonald
Joe Berger
Adoption Services Lead
Collaboration Business Development Manager
AGENDA
Challenges relative to technology adoption
CASE STUDY: major university adapts to new ways of learning
WWT’s approach to customer adoption
Outcomes and benefits of successful product adoption
Q&A
6 Months Later
Look Familiar?
Technology purchases underutilized
50%Available licensing goes
unused
75%UP TO
Utilization of Video when available
18%
Industry Trends
The Challenge of End-User IT
“Regrettably, sometimes IT leadership takes the ‘build it and they will come’ approach, driving the design and deployment of an extensive collaboration architecture without the right partnership with the lines of business.”
Frances Harpst, GE & Cisco Change Management Exec
“There’s nothing wrong with the old way”
“I’m afraid I’ll break it”
“Eric used to help us with that, but he’s gone now”
“It’s just another thing for me to
learn!”
“Oh yeah, I’ve seen that icon …never clicked on it”
“We have that, but no one knows how to use it”
“You need an advanced degree just to operate that
thing”
“Wait …we have that
capability?”“How do you even turn it on?”
“We call that the world’s most expensive coat rack”
Barriers to Change
Lack of Training
Why Change?
First Encounter Failure
Use Case Not Understood
Fear of the Unknown
AGENDA
Challenges relative to technology adoption
CASE STUDY: major university adapts to new ways of learning
WWT’s approach to customer adoption
Outcomes and benefits of successful product adoption
Q&A
Major State UniversityCASE STUDY
Distributed student population | Departmental IT decisions | No collaboration strategy
Major State University | CHALLENGESCASE STUDY
Competition from online and non-traditional universities
Increasing international and distance education applicants
Many different web conferencing and IM applications
Students frustrated with spending time learning new applications rather than course materials
Educators unable to have open office hours with virtual students
IT left to deal with a mess caused by a lack of a centralized strategy
Major State University | ACTIONSCASE STUDY
Surveyed students and faculty
Held a workshop with IT and faculty
Built a proof of concept in our lab to test solutions
Enabled a pilot group to test, then tweak the build
Standardized and implemented solution
Created faculty training and communication plan
Rolled out services to professors and departmental staff
Major State University | RESULTSCASE STUDY
AGENDA
Challenges relative to technology adoption
CASE STUDY: major university adapts to new ways of learning
WWT’s approach to customer adoption
Outcomes and benefits of successful product adoption
Q&A
Q: How Can WWT Overcome These Barriers?A: Adoption Services
Custom projects built to ensure deployed solutions are utilized
Adoption Services Methodology
Review System Data
End User Survey
Analyze On GoingTrainCommunicateGoals and Vision
Develop Internal Communications
Custom Documentation
Classroom & Virtual Adoption Sessions
Train the Trainer
Measure Gains & Benchmark
Plan Future Engagements
Identify Stakeholders
Scope Business
Drivers
Advise Engage Optimize
ADVISE
ENGAGE
OPTIMIZE
PILOT ENGAGEMENT
~90-120 Days * 50-100 users * Single Use CaseGROWTH & SCALE
NEW Departments * NEW Geographies * NEW Use Cases
ONGOING
Transformational Change Day One
Phases of Adoption Services
Sample Report & Analytics
Custom reporting shows the increased utilization and positive feedback from the user base along with suggested next steps….
…and results that can be shared with stakeholders to help steer future technology strategies.
AGENDA
Challenges relative to technology adoption
CASE STUDY: major university adapts to new ways of learning
WWT’s approach to customer adoption
Outcomes and benefits of successful product adoption
Q&A
Benefits to Your Organization
CxO sees a realized ROI & a renewed culture of collaboration resulting in higher productivity and reduced travel costs
IT & Telco are better connected to the LOB and commended for their decision to deploy
End Users feel confident using and empowered by the solution
Management have a highly collaborative workplace and a distributed talent pool to hire from
Voice Licenses Jabber WebEx CMR
EXAMPLE ELA License Owned License Used
Maximized InvestmentEnterprise Agreement Adoption
Financial Impact
ELA’s Offer Licensing
Consolidation & Savings
ROI Is Greater When All Products
& Features Are Utilized
AGENDA
Challenges relative to technology adoption
CASE STUDY: major university adapts to new ways of learning
WWT’s approach to customer adoption
Outcomes and benefits of successful product adoption
Q&A
