CASE STUDY PART II: Government Agency CSMS & Continued Partnership

CASE STUDY PART II: Government Agency CSMS & Continued Partnership

Realizing More

Don’t you love hearing a positive review? It makes you feel like you are doing what you’re supposed to be doing. This was what Meet Me In The Cloud heard from our accelerated adoption project with a state and local government. You can read how it all started here.

“When we began rolling out Webex to departments in 2018 it was done without a solid plan to train and engage customers. Those who had previously used the product were able to fend for themselves, but it was clear that those who hadn’t were not aware of all the power of all the available Webex features. After a year small gains had been made but it was mostly through one-on-one and small group sessions. While those had value, we wanted to help customers on a broader scale.

In our first discussion with Meet Me in the Cloud it was clear they could check all the boxes in the areas we considered gaps in a full adoption of Webex. This included custom training sessions, the Microlearning Library that provided feature video tutorials, and weekly check-in sessions with Acceleration Adoption Experts to assist with customer communications and to look over analytics to see the gains we were making. With their help we have gone from 1300 accounts utilized to over 2000 and meetings with video has increased 25% in less than 6 months.
We made the right decision for our organization to partner with Meet Me in the Cloud.”

Collaborating More

But was that it? Was it time to part ways? Absolutely not! It was clear for both parties that this was an opportunity to play a strategic role in their collaboration journey – long term. So, after successfully concluding our initial project with the state government IT department, we shifted gears into the Customer-Success-as-a-Managed-Service (CSMS) phase of our partnership.

Because the state desired to improve team collaboration overall, it was a natural fit with MMITC’s CSMS program (you can read more about our CSMS program here). In this alliance, we act as a long-term partner in our customers’ digital transformations.

Optimizing More

The initial few months were focused on ensuring that end users were taken care of post-migration to their new Webex site, with trainings targeted to specific user behaviors and collateral designed to make them feel at home with the latest features and functionality. Our partners in the state IT department reported that despite some minor technical hiccups, their user population was adjusting happily to their new Webex environment with very few trouble tickets submitted.

Envisioning More

Once the short-term tasks were wrapped up, we were also pleased to be able to turn their eyes towards envisioning what the future of collaboration might look like for the state. While most companies work towards adopting technology, they tend to forget that the biggest thing they are working to adopt is a new mindset.

More Mindset

The mindset about working with new programs, technology, equipment, people, etc. Companies (on the employee level) tend to have push back when talking about “changing things up” and you develop pockets. Pockets of people that jump on to whatever is needed, having a “whatever it takes” mindset. Some pockets dig in their heels and say “I guess if I have to…”. And the other majority pocket mindset says, “It doesn’t matter what they do or get, I’m going to do things the way I want to anyway.”

Remembering that layered into all objectives is the mindset challenge as well, will change how you approach the solution. Expanding to a video-centric collaboration experience through the deployment of Webex room devices was the first objective of our statewide government clients. So, keeping the mindset factor in mind, we know that providing video conferencing tools that add the least amount of “additional steps” to your users increases learning, comfortability, and usage across your business.

“The staff at Meet Me in the Cloud have deep product knowledge, are experienced in driving adoption, and were extremely responsive when questions or concerns arose. Customer feedback for the training sessions was overwhelmingly positive with many remarking that it would be helpful if this model could be used for other products in our service portfolio.”

More and More

Some of our next targets are working around needed locked-down versions of their collaboration tools and becoming more comfortable which means moving at the speed of the cloud. It’s still early on this particular part of the journey so far, but the teams at both the state and MMITC are excited for the future of this alliance and the collaboration of all!

State & Local Government Webex Adoption Case Study: How MMITC Upgraded an Entire State’s Online Collaboration

State & Local Government Webex Adoption Case Study: How MMITC Upgraded an Entire State’s Online Collaboration

It’s tough enough to roll-out a new online collaboration tool in a small company, but imagine how a state government IT department felt attempting to do this across an entire state! This is just what Meet Me In the Cloud discovered when talking with the IT department who wanted to coordinate a statewide Webex Training plan to drive Webex adoption across all state agencies. They wanted to do this roll-out before moving all employees to a new cloud based Webex site managed in their new Cisco Webex Control Hub. And to all parties involved, this sounded like a great plan!

 

Statewide Technology Adoption: Much Easier Said Than Done

But, as we all know, the best laid plans often go awry. Although the idea to adopt Webex across all their state agencies was progressive and forward thinking, the implementation turned out to be much easier said than done. The state was struggling to actualize an effective plan which would bring all employees on board. Using a normal standard application roll-out and training procedures simply wasn’t cutting it.

 

The Solution Was in The Cloud

At this point, the IT department realized that they were going to require some outside help. After looking at the available options, they realized that the solution was in the cloud… Meet Me In The Cloud. The IT department leveraged MMITC to provide Webex Adoption Acceleration and Training Services to help with the monumental task to plan, coordinate, and deliver end-user Webex Training to all existing Webex users spread across 10-12 State and Local Government Webex Sites.

 

When the Goal Becomes the Vision

The IT department had a goal: they wanted to move all of their state agencies to a single Webex site in their new Control Hub. But Meet Me In The Cloud’s goal went far beyond just a goal. They created a vision. MMITC envisioned the transfer to involve all Webex Users feeling confident in the transition because of MMITC’s successfully coordinated planning, communication, and training.

 

When the Vision Becomes Reality

And that vision became a reality. Meet Me In The Cloud’s Adoption Acceleration Services helped the IT department to achieve over 80% of all licensed users conducting a Webex Meeting over the first 60 days! They went beyond simply telling the IT department how the new technology works. MMITC created a careful, well thought out plan, and then helped them to implement that plan. All the IT department was able to see originally was an insurmountable obstacle, but once Meet Me In the Cloud’s Adoption Acceleration Services came in, they were able to overcome their technology adoption challenges.

 

Dreaming Bigger

As a result of the amazing experience and surprisingly quick implementation, the IT department chose to continue their partnership with MMITC’s Customer Success Managed Services. This ensures that their Webex Users will have an engaged partner in their continued online collaboration plans and goals for continuous adoption.

 

Meet Me In The Cloud upgraded an entire state’s online collaboration in less than 60 days.
Just imagine what our Adoption Acceleration Services can do for you.
The Ferrari of Online Collaboration: Cisco Webex

The Ferrari of Online Collaboration: Cisco Webex

The Ferrari of Online Collaboration: Cisco Webex

Most of us can remember back to our teenage years when we first started learning how to drive: popping the clutch all the way through the high school parking lot, sitting at the left turn lane waiting for the perfect moment to turn, watching mom attempt to use the non-existent break in the floorboard of her minivan. We found ourselves behind the wheel of heavy and powerful machinery with absolutely no clue how to make it go, stop, turn, or reverse… and certainly no idea how to parallel park.

So, for our parents, it was a no-brainer. They hired a local driver’s ed company to show us the ins and outs of driving. We weren’t left alone to figure out how to drive this powerful tool all over town on our own. We had a guide. Someone who had already been there, figured out all the loopholes, and knew all the tricks to driving well and using the car to get us wherever we wanted to go.

So… where do you want to go?

 

Driver’s Training for Your Company

Meet Me In The Cloud wants to help guide your company wherever it wants to go and we want to show you how to utilize the powerful tools of Cisco Webex to accomplish that. Through our 6 step methodology, we are ready to guide you through the process of learning to “drive” one of the most powerful tools in business: Cisco Webex.

 

Prius or Ferrari… How Much Power Can You Handle?

But for most of your employees, using Cisco is not like learning to drive a Prius. Cisco has so many tools to offer and so many products to choose from that it is the Ferrari of online collaboration tools. With the much anticipated Room Panorama and Desk Pro coming out in 2020, online collaboration is definitely getting an upgrade. And your collaborative community wants to drive those virtual cross-table communications at top speed and feel the rush of instant and effective communication. They want to know how to utilize the software, set up a meeting, join a collaboration, find notes and information on the other attendees.

But they are afraid that they’ll accidentally “pop the clutch” in the middle of a meeting!

And, they aren’t alone in feeling that way. 85% of participants in online collaborations frequently experience issues with online meetings and 42% feel frustrated because they can’t easily join an online meeting . This is the equivalent to popping the clutch in a Ferrari!

 

Confidence in What You’re “Driving”

But no need to experience that moment – with Meet Me In The Cloud’s Cisco certified Webex Lifecycle Advisors, we can walk you and your collaborators through our 6 step methodology to make sure every one of your stakeholders knows how to drive that Ferrari… and how to drive it fast.

Don’t let this Ferrari of collaboration go to waste by letting it sit collecting dust in the garage because no one knows how to drive it. Drive fast… but don’t take chances: partner with Meet Me In The Cloud and watch your collaborative community discover what they are truly capable of.

Meet The Team: Donna Wyvill

Meet The Team: Donna Wyvill

Who Are We? Let’s Meet the Team!

At Meet Me In The Cloud, our goal is to make the adoption of collaboration technologies as easy and painless as possible. To do this, we have a team of professionals to walk alongside you as you adopt new technology.

 

Who is Donna Wyvill?

Let me introduce you to Donna Wyvill, our Implementation and Training Manager at Meet Me In The Cloud. She has been in the Education and Telepresence industry for over 20 years, and it’s her wide and varied experience with online training that makes her the perfect person to take care of the needs of MMITC clients.

As part of Implementation and Training, Donna delivers online coaching with the goal to help people be comfortable with change in technology and be able to use all the tools available to them that can make their job easier and more productive. She uses her knowledge of tech support, training, and content development to develop and maintain written, video, and live courses from End-Users to Technical Certifications.

 

How Meet Me in the Cloud & Donna Met

With her experience in both the education and the telepresence world, Donna has moved through a myriad of positions ranging from telemarketer, to support representative, to management, to customer success team. That’s why she’s the best to know what our all our clients need, no matter where they are on their digital transformation journey.

It was her sister who set Donna on her path to Meet Me In The Cloud. Previously, Donna had been working for Pearson Education, helping schools learn and use the company’s software. When her sister started her own company, she had a position that would utilize Donna’s talents in the Telepresence industry, and so Donna made the transition. When that work was complete, several colleagues encouraged Donna to apply to work with us at Meet Me In The Cloud.

The relationships that she’s developed over the years and now continues to foster at Meet Me In the Cloud, are what have helped her to grow, not only her knowledge, but also to grow on a personal level. They have shown her the opportunities to pursue and coached her along the way. In essence, those relationships have guided Donna to where she is now with us at Meet Me In The Cloud. When working with Donna, it is evident that she loves what she does and the people she works with. It’s her personal touch and connection that really makes the difference.

 

Donna is More…

Donna spends much of her personal time baking and creating stained glass art, and admittedly, she loves a good cheese plate as a go-to snack. Her favorite restaurant is Fin’s Eatery and Spirits in New Baltimore, Michigan – every meal she’s had there has been a winner! Donna enjoys spending time with her favorite person: her husband and hopes to visit Ireland again.

Aside from her work at Meet Me In the Cloud, Donna is passionate about human rights and believes that “everyone deserves to be treated with respect and treated equally.” Donna brings this respect and her own fun personality when she works with our Meet Me In The Cloud clients – our partners and allies in the digital space.

Is Your Company 508 Compliant?

Is Your Company 508 Compliant?

Why does my company need to be 508 compliant?

Did you know that on average there are 13.2 million people in this world who have a disability?

Section 508 of the U.S. Workforce Rehabilitation Act is meant to protect these individuals, and it mandates that websites and information technology be accessible to those with disabilities. This means developing a website that can be used by people with limited vision, deafness, seizure disorders, and other disabilities.

All companies would be wise to comply with the amendment, simply because it is the right thing to do! Those who choose to ignore the accessibility needs of their clients and co-workers are risking isolating these individuals, and limiting their own productivity and results in a way that is simply unjustifiable in today’s day and age.

One of the greatest things about the world we live in today, is the fact that technology allows us to communicate with team members and clients around the world. This means we should be mindful of disabled individuals, and put protocols in place to comply with Section 508.\

 

Cisco Webex Is 508 Compliant

Fortunately, Cisco Webex Meetings comes with features that allow you to be 508 compliant during your live meetings.

Features for the Hearing Impaired

By using the Multimedia Viewer with a real-time closed captioning product, you can have have the Presenter’s words show as text. To access this, go to the top Menu and select Share > Multimedia. Then just enter the URL provided by your closed captioning provider and click ok.

Or, for another option, you can use the Share Video feature to allow a sign-language professional to translate during the meeting.

Cisco Webex Meetings also allows you to enable closed captions. For those using Windows, you can do this by going to the Meeting Menu, choosing Options, and checking Enable Closed captioning. For Mac users, go to the Webex Meetings menu, select Preferences, select tools, and check Enable Closed Captioning.

To designate a participant to transcribe during the meeting, select the participants name on the participants panel, and select Change Role To > Closed Captionist.

 

Create Transcript Recordings

Did you know that Cisco Webex Meetings also conveniently has a feature that allows you to create a transcript for your recording? With select versions WBS33 and WBS39, you have the option to automatically create these transcripts. Site administrators also have the option to turn this on for either everyone, specific individuals, and the option to let them turn it on and off themselves.

To enable transcript recording, sign in to your Webex Site Administration and click Common Site Settings > Options. Then, go to Site Options and check the box that fits your needs.
When enabling this option for specific users, you can go to the User Management tab and click Edit User. From here, you can find the name of the person you are looking for and click on their name. Click on Privileges, and in the General section you can click Create recording transcripts for all of this user’s MP4 recordings.

 

There are many features within Cisco Webex that allows your company to follow the law and stay 508 compliant. Technology is changing how we communicate and work with all people. Your goal is not to isolate but be mindful and aware of your employee and/or client’s needs.

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