building an adoption plan: turning it on(part 2 of 2)
TRANSCRIPT
Robert Bouchard, Sr. Collaboration CSE
John Maniscalco, Engagement Manager
May 2016
Collaboration Adoption Series Part 2 of 2
Building an Adoption Plan: Turning it On
• Welcome
• Collaboration Tools: An Industry Perspective
• What Happens When We Get it Wrong?
• Understanding the Adoption Lifecycle Methodology
• Case Study: Cisco on Cisco
• Adoption Metrics: A Fresh Perspective
• Getting Started with Adoption Services
• Key Takeaways
Agenda
Collaboration Tools: An Industry Perspective
“I don’t believe you can build a digitization strategy without collaboration technologies.”
— Chuck Robbins, CEO
“The return on investment from collaboration tools is complicated by the fact that, even if a company deploys the world’s greatest collaboration tool, it does not necessarily mean that adoption will follow. A successful deployment almost always depends on effective user education and fundamentally changing user behaviors.”
“By 2017, 25% of organizations will lose their market positions due to “digital business incompetence.”
Leveraging tools and technologies alone will not suffice. What’s needed is a strategic rethinking of how people engage and how tools help employees get their work done.”
Users need business results from Collaboration Technology and are asking for Adoption Services
“Technical training is not changing behaviors at my company”
“I am not getting the expected ROI on my collaboration technology investment”
Listening To Users Like You
How To Drive Collaboration Adoption?
Not technical training, business outcomes…
IDENTIFY
1. Identify high impact business use cases for collaboration technology
2. Deploy use case & measure ROI with effective training and change management
Focus first on finding WHY business users should be using collaboration technologies, before training them on the HOW
ADOPTION STRATEGY
Deploy
Deploy
Deploy
What Happens WhenWe Get it Wrong?
Lost in Translation
Initial Request:“I need a better way to interact with my team!”
Engage with IT:Translate Business request to technical requirements
Evaluation & Procurement:Work with Partners & Vendors to Design, Validate, & Procure a Solution
Deployment:Install, Configure, Test, Pilot, and Push to End Users
End Users:“Why do I need this tool & how does it help me do my job?”
End User Training:Provide Training/ Workshops to the End Users
What do all of these apps have in common?
What do all of these apps have in common?These are the consumer apps
where your users turn when their
corporate solutions can’t get the
job done…
Understanding the Adoption Lifecycle Methodology
Adoption Defined
We help customers
drive business
outcomes
of cross-architecture
technologies and
measure key
indicators to ensure
a high value return
on their investment.
Behaviors
Processes
Policies
Leadership
Standards
Culture
Performance Goals
Map Use Case to High Priority Business Imperatives
WebEx / CMR
Business Video
Sales Effectiveness
Productivity
Cost Control
Cultural Evolution
Innovation
Revenue Growth
Sales Training
Specialist Expertise
Product Development Time
Customer Risk Consultation
New Product Development
Time To Market
Talent Acquisition Retention
Quality
Business Scaling and
Growth
Customer Loyalty
Ensuring the Success of Workplace Transformation
Any change in an end-users processes likely requires a change management initiative. Why? Because employees
will innately fight changes to the status quo. Unfortunately, LOB and IT teams are inept at the necessary change
management and engagement protocols necessary to make such cultural shifts successful.
Do employees know…
• the room is available?• how many people they can book in the meeting?• how participants can join via audio?• how to schedule the room?• how to start a meeting?• best practices for audio and video quality in a
meeting?• how to share content in a meeting?• how to record a meeting?• if meeting rooms are available in other office
locations?• if the video room has unique functionality based on
set-up (speakertrack, intelligent proximity)?• what to do when they need support?
Case Study: Cisco on Cisco
Refresh and upgrade to our newest video collaboration technology in the form of:
1. Field Sales Office video CR refresh: 1100+ rooms globally
2. In 70 Countries
3. Total of 243 Buildings
4. Personal endpoint enablement for Sales: 15,800+ DXs globally
The largest pervasive video collaboration deployment in the world!
About GameChanger
171Immersive Rooms
IX 5000IX 5200
SX80 & Wall-Mounted MX800 based
127 Integrated Training Rooms
791MultipurposeRooms
MX 200G2/300G2MX 700/800/800D
Single WebPortal for Sales
OrderingTrainingShippingActivation
• Sales Project Management (4)
• Initial Planning, Review and Coordination with local teams
• IT Deployment Team (~10) -Deployment Planning & Management of Partners
• WPR (~5) - Review & Room remediation
• Partners - Immersive and Integrated Room Installation
• Local SE’s and CSE’s (~250) -Multipurpose room Installation
Deployment Team
• Initial Plan based on seats and existing units
• Reviewed with local teams
• Released for ordering
• Reviewed by IT and WPR
• Ordered
• Installed
Room System Process
• Single web site for sign-up, info and provisioning
• Shipping directly to users
• Reduced bandwidth consumption vs. older units
Desktop Systems:What Worked Well
Automated device provisioning must be “user-proofed”
Think ahead on accessories (headsets, handsets, HDMI cable for DX70s)
Android “how-to’s” for iOS users
“Best practices” and etiquette for video calls
Desktop Systems:Challenges
• Aggressive schedule
• More user training needed
• Getting additional partners up to speed
• Room remediation (when needed)
• Cable Management in self-installed rooms
• When equipment arrives, local teams change their minds on room
Room Systems:Challenges
Adoption Metrics:A Fresh Perspective
Productivity Increase is the new ROI
Reach
Adoption
Internal Team
Communication
External
Communication
Interpersonal
Communication
Engagement
Getting Started withAdoption Services
Adoption Services Available
Cisco AdoptionServices (AS)
Partner AdoptionServices
Cisco Adoption Services
CommunicationsAwareness
PromotionDesire
TrainingKnowledge
Generic Cisco MarketingWebEx Audio is Coming
Branding/Tag LineClick.Connect.Collaborate
Cisco User Manuals“How Do I”
CustomizedClient BrandedManaging your Audio
Options
Virtual DemoWebEx for Admins
Client FocusedMastery Program
Segmented User FocusedPrivate Banker Journey
On-Site ActivitiesCollaboration Fair
Business Focused“How Should I”
Drive Behavior Change
Awareness and Training Materials
Technology JourneyEducates employees on current and future state of collaboration technology
Use Case JourneyIdentifies use case within organization
and describes scenario of how tech could be utilized more effectively
Business Benefits PosterHighlights business benefit for using new technology to increase adoption
Interactive Quick Reference GuideAddresses frequently asked questions by user
group in format easy to understand and reference
Open House EventsEncourages employees to come ask the experts questions on how to use the new technology
Instructor-Led TrainingEnables quicker understanding
and use of various features and functionalities of the tech – can be
conducted virtually or in-person
Collaborator of the Month Features and rewards individuals who use video / collaboration technology
Unique and Customized Programs
Quiz: What Type of Collaborator Are You?Excites employees about the new technology and helps to uncover use cases
Intranet SiteReference portal for training guides, support information and more
• Adoption Services is a key part of the
technology adoption lifecycle
• Getting it wrong can force Users
towards consumer grade tools
• An Adoption Strategy must address
the People side of the equation
• ROI for Collaboration needs to include
increases to Employee Productivity
• Talk to your Cisco Account Team
about getting started with Adoption
Services!
Key Takeaways
Questions?
Thank you.