By now you’ve probably read dozens of studies about ROI when implementing anything new to your business, and training is always mentioned as a key piece to success. I am a Training Manager with 20+ years of experience in training and content creation, and so I may shock you when I say that training should not be the largest piece of the project. Don’t get me wrong – training is important. It is very important, but…
There is so much that needs to be done before you get to training.
If we think of the full implementation of ROI as baking a pie, there are several things that need to be done. You need to decide on a recipe, gather your ingredients, prep and assemble them, get it in the oven, and let it cool down before you can enjoy what you’ve prepared. Let’s look at these individually.
The recipe is essentially the ROI project plan. You may have a tried-and-true recipe that you’ve used over the years, but have you considered how you’ll have to adjust it for the current circumstances? Understanding the adjustments that need to be made depending on the scope of the project is what can keep you from having to adjust timing and push deadlines later.
Key Question: Do you have an expert available to help you navigate the changes needed?
Managing the project and utilizing your project champions are the ingredients you gather. This is more than simply telling everyone their responsibilities; it’s making sure they have the tools and information they need to contribute to the success of the project. To keep the momentum, you must communicate at the right times.
Key Questions: Do you know the key times to communicate?
Do you know if you’ve given everyone the tools to succeed?
Have you let everyone know what to expect?
Prepping and assembling the ingredients is the installation and setup of what you are implementing. Although there are often generic instructions to follow, they may not fit your specific needs. If an element, or “ingredient”, is missing or broken those generic instructions may not have the adjustment or substitution you need to make.
Key Questions: Is it turning out as you expected?
Is there an expert available to suggest an alternative and prevent an adverse reaction?
It’s time to get your creation in the oven: the training. If you’ve done all the previous steps correctly, the training is the easy part. You’ve already planned, communicated, adjusted, and set expectations, so your team can take in the knowledge and accept best practices. If the previous steps weren’t completed, you run the risk of surprises and resistance.
Key Question: Is your team prepared to switch gears and make adjustments this late in the project if needed?
The Cool Down
The cool down is the usage of the ROI and the associated metrics. Now it’s time to continue the emphasis on utilizing what you’ve implemented.
Key Questions: Do you have a plan in place, or are you relying on your people to do as you’ve asked without any further follow-up?
Have you defined what success looks like?
And finally, it’s time to enjoy your ROI!
Throughout this article, I’ve asked you several key questions. If you haven’t been able to answer every question in this article as Yes! with 100% confidence, consider utilizing experts in usage and adoption.
Every successful chef has a team to help them, and you should too.
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.”
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.
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.
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.
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!
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.
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
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.
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.
Did you know Meet Me In The Cloud is a Customer Experience Specialized Partner?
It’s true! But you are probably asking…What exactly does that even mean? Well, let me explain!
It’s all about the Customer Experience
Cisco selects a special group of partner companies to train, certify, and authorize to ensure its customers realize the full value of Cisco technologies through the Customer Experience.
That means Meet Me In the Cloud’s focus is on customer success. We do this by having the right people, tools, processes, and infrastructure to support our customers through the lifecycle of your adopted technology.
“By 2020, customer experience will overtake price and product as the key brand differentiator.”
Customers 2020: A Progress Report, Walker Information
Our #1 priority is ensuring customer’s adoption success. This is what motivates us to guarantee adoption for all our customers and we do this by being a Customer Experience Specialist.
Do You Want a Return on Your Technology Investment?
We WANT you to have an ROI on your technology investment and we want you to have it within the same quarter! To help with this, we offer services to support the 3 main aspects of the customer experience: purchase, expansion, and renewal. Check out some of the benefits of utilizing our services here.
Utilizing a Customer Experience Specialized Partner, such as us, allows that ROI to become a reality rather than a hypothetical expectation. Because we are driven by your technology adoption success, we value your experience with us.
We don’t want you to be just a customer. We work hard to make you a loyal client that has the luxury of being able to trust in us and our ability to get you fully and successfully adopted within the first 60 days.
Together, We Partner Better
Find out more about how we support you through those 3 different areas of your customer experience by attending our upcoming Webinar on Wednesday, November 20th. Our sales team has all the answers you are seeking.
Jump on this 30-minute webinar to see if Meet Me In The Cloud is the right fit for you, ask questions, and start your journey to implementing collaboration technology with us. You can always contact us sooner if you’re ready to get started now!
Customer Experience Specialized Partner: Partnering Better Together – Webinar
Click Here to REGISTER
11/20 @ 12 PM CT/ 10 AM PT
Presenters: Dave Aiken – VP of Sales & Business Development; Jeff Gallagher – Director of Sales
Jeff and I look forward to seeing you for a “round-table” Q&A that is all about what we can do for you and how we can help you realize that once hypothetical expectation of an ROI for technology adoption.
See you there!