Multi-national Financial Services firm, 30,000+ employees globally.
The IT team at a global organisation was tasked with deploying software tools to support a key business strategy/organisational roadmap which required re-alignment of all locations to an “Agile Workspace”, replacing traditional conferencing, collaboration and telephony tools with a single platform, Skype for Business. This US-based project was “step one” in the process of transitioning away from their legacy conferencing system to a new conferencing methodology, utilizing Skype for Business. Skype for Business is one transformative component of the Microsoft O365 ecosystem.
The incumbent conferencing system for 1,000+ users in a major US location was replaced by Skype for Business. The upgrade was performed without any formal User Adoption campaign, resulting in a sub-optimal employee experience, which created a significant threat to the further deployment of the Skype for Business solution and resulted in a challenging level of user scepticism.
Firefly was asked to evaluate the situation and develop a plan to remediate issues and provide training and support to approximately 1,000 impacted users. Firefly developed a multi-faceted strategy, including:
Following three consecutive weeks of evaluation and careful planning, and despite the lack of a formal “sign up” mechanism, Firefly successfully trained and assisted approximately 70% of the user community.
Firefly’s User Adoption program dramatically improved user sentiment across the entire user community, as well as within the desktop support teams, enabling the progression of the Agile Workspace initiative.