CASE STUDY #2
12,000 demanding users & a simultaneous Office 365 rollout
Old tech: Cisco Jabber™
New tech: Cisco Webex™
Changes: moderate to big
Industry: Chemical
# Users: 12,000
Locations: 180
Customer objective
The strategy was very clear: the customer wanted to equip everyone in the organization with Webex for better and faster communication. The rate of User Adoption was expected to be high due to the OPEX of the software as well as the effort the customer put into the rollout.
Conditions
The user base was very heterogeneous: the customer had Webex already rolled out for some specific user groups while others never even had a softphone before. Moreover, users were largely distributed among geographies and the commitment of their local management.
Challenges
The restrictive internal communications policy as well as firewall and security issues made it harder to reach each and every user.
Solution
Besides the various knowledge levels of users, the distinction between Microsoft Sharepoint, email and the previously installed and very popular Jabber was considered crucial for the adoption of Webex. A mix of online and offline communications was used as well as a strong focus on gamification. Taking into account the different experience and skills levels of users with Webex, we targeted each of the five user groups with communication waves in two languages to be sent in different time zones. In addition, a lot of resources were committed to ad-hoc support of users to help them jumpstart their usage.
Results*
Messages shared via Webex saw a significant increase in the growth rate by 93% in the initial rollout phase
We saw a radical increase of 97% in 1:1 spaces within one month
74% of users saw the importance of Webex for their daily work
71% of users said they know Webex better after the campaign
56% would have recommended Webex to a colleague
The number of Webex meetings increased by 45% in only one month
*All case study results are derived from a user survey and usage statistics, which we consider an integral part of the User Adoption project.
