Customer example

Technology: Meetings & Conferencing Industry: Financial Services Region: Americas

Situation

Recently, a major retail banking customer decided to replace its current web conferencing solution with WebEx Meetings on an enterprise-wide scale. Challenges with scheduling and high-quality resolution video during meetings initially prompted the company to change vendors, but the more important reason for the change was to help its workforce actually use the technology to their advantage so they could increase productivity and better collaborate with their colleagues. As of the date of the change, less than one percent of its employees took advantage of the web conferencing technology and many more had no plans to even consider it.

Through the first five months, the WebEx Meetings collaboration technology change had struggled to catch on – the initial number of registered hosts and active hosts were 1410 and 433, respectively. Both IT and business executives were frustrated, but luckily their account manager recommended User Solution Empowerment (USE) Adoption Services to help train the workforce and show them how the new technology could make their lives better.

Solution

When the USE team was brought in, it quickly mapped out:

What the customer’s goals were and what success entailed

Metrics on what collaboration technology the employees did use and for what purposes

Common behaviors among its employees

Languages spoken, document repositories, feedback options, and types of employees who could most benefit from this technology

Current internal marketing and communications for WebEx Meetings

After getting a baseline for the current situation, the USE team produced several deliverables for the customer, which helped to train, educate, and encourage end users to collaborate easily through the WebEx Meetings technology. These included:

A global training strategy to address the educational needs of new users, such as event managers, help desk trainers, and administrative professionals

Three custom courses in accordance with the client’s product customizations and business processes

Managing the scheduling, registration, and notification process

On-demand training recordings

Custom educational reference guides for on-demand use

Custom content in four languages (English, Portuguese, Spanish, and French)

25 instructor-led sessions

Results

By creating such a broad set of complimentary material, the company was able to reach tens of thousands of employees and provide the necessary resources to help them use the technology more often, more easily, and with more purpose. In fact, the customer was extremely satisfied with the results, which included:

More than 1800 users trained over the course of seven months

A 12-times increase in the number of registered hosts over seven months

A 13-times increase in the number of active hosts conducting meetings over seven months

A 12-times increase in the number of meetings hosted over seven months

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