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© Copyright Modality Systems 2016 SKYPE FOR BUSINESS ACCELERATING ROI BY EXPANDING FEATURES AND FUNCTIONALITY
© Copyright Modality Systems 2016
SKYPE FOR BUSINESS ACCELERATING ROI BY EXPANDING FEATURES AND
FUNCTIONALITY
© Copyright Modality Systems 2016
TOPICS
How can you accelerate ROI?– Understanding how change drives adoption which impacts ROI
1. Identify what is changing– Thinking beyond IM to maximize your potential– Enabling Skype for Business and Office – better together
2. Define why it’s changing– Turning into ROI vision into value messaging
3. Focus on driving change– Implementing a pull vs push strategy– Examining project management vs change management– Getting started with an adoption plan
© Copyright Modality Systems 2016
FOCUS ON CHANGE TO ACCELERATE ROI
Two roads diverged….
© Copyright Modality Systems 2016
Identify what is changing
IM IS JUST THE TIP OF THE ICEBERG
Office Integration
Mobile Devices
Skype Meeting Broadcast
Enterprise Voice
Meetings
IM
© Copyright Modality Systems 2016
EXTEND YOUR REACH WITH OFFICE INTEGRATION
Office Integration
Schedule meetings in
Share PPT, Office apps
Keep meeting notes in
Share files, recordings
on
Continue conversations
via
Collaborate using
Identify what is changing
© Copyright Modality Systems 2016
LET YOUR VISION DEFINE YOUR VALUE
A vision statement identifies why your organization is rolling out Skype for Business -> ROI
Increased business
productivity
Improved employee
satisfaction
Operational efficiencies-
working smarter
Fewer escalations
Monetary savings
A value statement defines what’s in it for your end-users, and should align with your vision
Connect instantly with colleagues/customers to reduce email clutter or phone tag
Alleviate dependency on conference rooms by meeting online from your desk
Meet and collaborate in real-time to ensure everyone is on the same page
Reduce required travel schedules and carbon footprint by meeting online
Define why it’s changing
© Copyright Modality Systems 2016
ASSESS THE CHANGE IMPACTFocus on how to drive change
1 How many other changes are going on at the same time?
2. How do users typically react to change?
3. What is user competency to change?
4. How big of a change does this represent?
None Several
Embrace it Reject
Very Little
Minimal Impacting
© Copyright Modality Systems 2016
USE A PULL STRATEGY TO FACILITATE CHANGE
Your adoption approach can accelerate () or impede () change
Deploy it and they will come - Sending a simple email with a link to training Rip and replace – Users don’t have an option One size fits all - Notion that IT represents a typical end-user ROI measured by deployment success - Lack of clearly defined adoption goals and metrics One-and-done approach - No momentum or reinforcement activities are implemented Adoption just happens - Disassociation with organizational, user and cultural change barriers
Acknowledge change early – Excitement generated, users have desire to change Build user trust and acceptance– Users feel connected to change process Map personas to activities – Target awareness, training, devices to user groups Confirm organizational readiness - Activities are designed around the user lifecycle Set big goals, celebrate small victories – Metrics clearly mapped to adoption
Focus on how to drive change
PU
SH
PU
LL
© Copyright Modality Systems 2016
DRIVE CHANGE WITH PCT AND ADKAR
Project Change Triangle (PCT): “Three Legged Stool”
• All legs are critical to success
• Secure the right Sponsorship
• Steering committee
• Executive sponsor
• Departmental managers
ADKAR for individual change
• Do they know what it changing and why?
• Do they have the motivation to change?
• Do they have the resources to change?
• Do they have the what they need to change?
• Do they have the ongoing support?
Focus on how to drive change
© Copyright Modality Systems 2016
DEPLOYMENT IS NOT ENOUGH TO IMPACT ROIFocus on how to drive change
© Copyright Modality Systems 2016
CHANGE DRIVES ADOPTION WHICH IMPACTS ROI
Identify what you want to changeThink beyond IM with Skype for
Business
Define why you want the changeUnderstand your vision, value
and ROI targets
Focus on how to changeImplement a change management
strategy to accelerate ROI
Contact [email protected] for more information on managing change and adoption within your organization.
© Copyright Modality Systems 2016
PUSHING USERS INTO CHANGE DOESN’T WORKA real-life example of PUSH vs PULL
PUSH“Rip and replace” of desk phones
PULL Lifecycle approach: User pilot to drive overall strategy
Key Activities• Swapped desk phone with PC headset, sent emailResults• Users were confused, frustrated, productivity
suffered• Users started using their cell phonesMitigation required• Working to rebuild user trust > asked for feedback,
ordered new devices, soft launch to other regions
Key Activities*• Device bar for testing• Formal user feedback loop, testing planResults• Revamped device strategy• Leveraged user feedback for broader messaging• Pilot testers became Champions• CSAT remains high, usage is on steady incline
Scope: Enterprise Voice Deployment
Results 2 weeks post-mitigation 20% increase in CSAT 50% agreed ability to communicate improved
with new phone system 50% indicated they preferred the headset,
returning opt-in handsets
