Technology: Unified Communications Industry: Financial Services Region: Americas
A large American logistics and courier service provider recently decided to upgrade their Private Branch Exchange (PBX) phone system, both for its headquarters (HQ) location and for its air operations (AOC) locations. Its intention was to arm its executives and their assistants, along with air operators, with the ability to communicate more clearly through improved phone performance, features, and system security.
However, the company knew that with the additional features and functionality, many executives, executive assistants, and air operators could easily get confused and would have questions regarding how to use the new system properly. Recognizing this in advance, the company decided to consult Cisco’s User Solution Empowerment (USE) Adoption services team to help their employees understand the new technology and better use it to their advantage.
The phone cutover occurred within a short timeframe for both internal parties:
Cisco’s USE team collaborated with both its own stakeholders (i.e. account manager, system engineer, product support specialist, and business development manager) and internal stakeholders (i.e. executives, high-level managers, and IT) to understand the customer requirements, goals, and current use cases.
After identifying the initial considerations, the USE team quickly accessed the user metrics for the specific phones that were updated and conducted multiple internal interviews with important internal stakeholders. This helped the team deduce how specific users were actually using the phones and more importantly, what gaps were present between current and desired use case cases.
Once accomplished, the USE team was able to bring several tailored solutions that helped bridge current end-user capabilities with those that would help the company better accomplish its goals. These solutions were then delivered through a customized marketing and training campaign built to drive awareness and knowledge about the new phone system, which included customized, customer-branded:
Over the proceeding weeks, end-users had enthusiastically praised the USE team for their efforts. Customer satisfaction was high, as indicated both through surveys and through direct feedback. In fact, one executive administrator remarked “It is so great that you are here helping us with this. Last time we received a new device, we were left to figure it out on our own.”
Moreover, an executive noted that with the last install, he experienced “bad VLAN, bad jacks, wrong sized cables, and an incorrect installation” and that this time around, the effort was much improved. Ultimately, the on-site white glove support effort proved to be the most successful, with approximately 20 percent of trouble/help-desk tickets avoided during the few weeks after the phone cutover.
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