THE CHALLENGE
An electric utility company had multiple digital workspace platforms within their Technology group, which was inefficient and costly to support across a wide range of assets. Once they identified a digital workplace solution, Sendero was asked to help with the implementation of the mobile component — a mobile device management (MDM) solution which included a company-specific application in which other apps could be downloaded and stored.
When previous MDM solutions were introduced to the enterprise, the rollout included an on-site Help Desk to install the app and drive engagement.
But with COVID-19 shutdowns, in-person support options were out of the question. Sendero needed to craft a plan for the 2500+ existing mobile users and support a 100% remote transition.
OUR APPROACH
An Approach Driven By Collaboration And Communication
After analyzing the new MDM solution and how it worked for different device types, Sendero had to find the best way to communicate and provide virtual support to end users.
This implementation included employees, as well as contractors that utilized their own device. The Sendero team created step-by-step guides, how-to videos, and other support materials to walk users through this transition.
Implementing In Waves, And Improving On The Fly
After successfully passing UAT sessions, the team first rolled out the application to a small pilot group of around 30 users from various business units, then a larger pilot group of 100 users in the Technology group. Through these rollouts, the team captured feedback on how the experience could be improved, then updated the training material and communications to make improvements for the larger enterprise implementation to all mobile end users.
Working in waves, each week a new group received instructions on how to download the application. For support, the Sendero team partnered with the vendor, the mobility team, and the application admins to provide daily office hour support. This was handled via a Webex bridge, along with a step-by-step training demo of the installation process for the various modes of enrollment. Sendero also trained the company’s Help Desk to support user questions or issues.
