Facing a large merger of international scale, a Fortune 500 company wanted to ensure they had the best possible technology support in place to accommodate a large and stressful transition. One key concern: Employees might become distracted by minor technical issues, rather than focusing on the work necessary to unsure a successful, seamless, non-disruptive merger. The client selected several self-service end user support tools, but encountered substantial issues with schedules and adoption levels. They called in Sendero to provide the additional execution support they needed.
The success of any enhanced tools and technology depends totally on how many people access and use them. Sendero expedited the deployment of tools that were in development, allowing as many employees as possible to benefit right away. While most of these tools performed small functions such as routine password updates, they held the cumulative promise of freeing up as much as 30 minutes a day for thousands of employees across the company’s global workforce.
Soon after launching the new internal solutions, the client saw an 85% drop in ticket volume related to the functions supported by the tools. This freed up a substantial amount of time for employees and removed a substantial burden from the tech support team.
Driving Improvement By Boosting Adoption
To shape our OCM solution and ensure the adoption of new tools, we immediately gathered feedback from end users through a series of focus group sessions. By watching the solutions in use, we identified points of excitement, hesitation, and even frustration. User reactions not only provided valuable insights needed to improve the tools, but also revealed areas of friction or resistance that to be incorporated into the client’s training program.
From there, we set out to improve adoption levels by focusing on both awareness and education. This was accomplished by an internal communications campaign that used posters, flyers, internet, digital announcements, and training to create frequent and diverse touchpoints. As a result, employees quickly became aware of the benefit of tools, and also felt fully equipped to use them.
As they became aware of the new tools, employees soon recognized they could make routine tasks such as password updates easier, faster and less frustrating.