The customer needed to upgrade their voice contact centre solution globally, while also looking for significant cost savings. But against the backdrop of the pandemic, they also needed to foster a culture shift towards hybrid working. The scale and scope of this task posed quite a significant challenge.
To ensure a smooth migration process, we needed to dedicate time and resources to our planning and discovery stages. This enabled us to understand the impact of the new solution on the company’s people and carefully plan how we’d deliver a programme with centralised IT whilst meeting the requirements of the local countries – all with different needs.
The priority was to deliver an education and training programme which would drive the change and rapid adoption needed for the new service.
Due to their sheer global scale, the biggest challenge for this customer was managing the migration and user experience globally. They operate with local, regional IT, and office leads who have the influence and power to drive the progress of the rollout.
But you can’t just go to the end-user as every local site has its power capabilities. We needed to identify the end-user changes across all global and regional business units and provide recommendations based on the volume of the sites to ensure efficiency.
Like any new enterprise cloud service, the user adoption programme also needed to drive the right behaviour change amongst end-users by educating them on the ‘why to use’ and ‘how to use’.
This also needed to extend beyond end-users - building the value proposition for the country leads was equally as important as they influenced the end-users within their region.
BT’s user adoption team was a pleasure to work with. I appreciated their responsiveness and thoroughness with our end-user communications… I also appreciated the support the user adoption team provided me in sorting out technical questions and issues that impacted our end user communications.
Firstly, our specialist ran a two-day workshop with all the relevant stakeholders. We needed to understand and recommend the right user adoption programme. This included understanding where people were based, how many users there would be, and how this would be adopted.
It was key that decisions were carefully made in each of the business units across many different countries, and whether to ‘train the trainer’ or adopt a ‘train-all’ approach, as well as determining whether to run face-to-face or remote training – so we provided a range of options for the customer and recommended on a site-by-site basis. With a central IT team, adapting to their various needs and views was critical to the outcome