Robert Bouchard, Sr. Collaboration CSE

John Maniscalco, Engagement Manager

May 2016

Collaboration Adoption Series Part 2 of 2

Building an Adoption Plan: Turning it On

• Welcome

• Collaboration Tools: An Industry Perspective

• What Happens When We Get it Wrong?

• Understanding the Adoption Lifecycle Methodology

• Case Study: Cisco on Cisco

• Adoption Metrics: A Fresh Perspective

• Getting Started with Adoption Services

• Key Takeaways

Agenda

Collaboration Tools: An Industry Perspective

“I don’t believe you can build a digitization strategy without collaboration technologies.”

— Chuck Robbins, CEO

“The return on investment from collaboration tools is complicated by the fact that, even if a company deploys the world’s greatest collaboration tool, it does not necessarily mean that adoption will follow. A successful deployment almost always depends on effective user education and fundamentally changing user behaviors.”

“By 2017, 25% of organizations will lose their market positions due to “digital business incompetence.”

Leveraging tools and technologies alone will not suffice. What’s needed is a strategic rethinking of how people engage and how tools help employees get their work done.”

Users need business results from Collaboration Technology and are asking for Adoption Services

“Technical training is not changing behaviors at my company”

“I am not getting the expected ROI on my collaboration technology investment”

Listening To Users Like You

How To Drive Collaboration Adoption?

Not technical training, business outcomes…

IDENTIFY

1. Identify high impact business use cases for collaboration technology

2. Deploy use case & measure ROI with effective training and change management

Focus first on finding WHY business users should be using collaboration technologies, before training them on the HOW

ADOPTION STRATEGY

Deploy

Deploy

Deploy

What Happens WhenWe Get it Wrong?

Lost in Translation

Initial Request:“I need a better way to interact with my team!”

Engage with IT:Translate Business request to technical requirements

Evaluation & Procurement:Work with Partners & Vendors to Design, Validate, & Procure a Solution

Deployment:Install, Configure, Test, Pilot, and Push to End Users

End Users:“Why do I need this tool & how does it help me do my job?”

End User Training:Provide Training/ Workshops to the End Users

What do all of these apps have in common?

What do all of these apps have in common?These are the consumer apps

where your users turn when their

corporate solutions can’t get the

job done…

Understanding the Adoption Lifecycle Methodology

Adoption Defined

We help customers

drive business

outcomes

of cross-architecture

technologies and

measure key

indicators to ensure

a high value return

on their investment.

Behaviors

Processes

Policies

Leadership

Standards

Culture

Performance Goals

Map Use Case to High Priority Business Imperatives

WebEx / CMR

Business Video

Sales Effectiveness

Productivity

Cost Control

Cultural Evolution

Innovation

Revenue Growth

Sales Training

Specialist Expertise

Product Development Time

Customer Risk Consultation

New Product Development

Time To Market

Talent Acquisition Retention

Quality

Business Scaling and

Growth

Customer Loyalty

Ensuring the Success of Workplace Transformation

Any change in an end-users processes likely requires a change management initiative. Why? Because employees

will innately fight changes to the status quo. Unfortunately, LOB and IT teams are inept at the necessary change

management and engagement protocols necessary to make such cultural shifts successful.

Do employees know…

• the room is available?• how many people they can book in the meeting?• how participants can join via audio?• how to schedule the room?• how to start a meeting?• best practices for audio and video quality in a

meeting?• how to share content in a meeting?• how to record a meeting?• if meeting rooms are available in other office

locations?• if the video room has unique functionality based on

set-up (speakertrack, intelligent proximity)?• what to do when they need support?

Case Study: Cisco on Cisco

Refresh and upgrade to our newest video collaboration technology in the form of:

1. Field Sales Office video CR refresh: 1100+ rooms globally

2. In 70 Countries

3. Total of 243 Buildings

4. Personal endpoint enablement for Sales: 15,800+ DXs globally

The largest pervasive video collaboration deployment in the world!

About GameChanger

171Immersive Rooms

IX 5000IX 5200

SX80 & Wall-Mounted MX800 based

127 Integrated Training Rooms

791MultipurposeRooms

MX 200G2/300G2MX 700/800/800D

Single WebPortal for Sales

OrderingTrainingShippingActivation

• Sales Project Management (4)

• Initial Planning, Review and Coordination with local teams

• IT Deployment Team (~10) -Deployment Planning & Management of Partners

• WPR (~5) - Review & Room remediation

• Partners - Immersive and Integrated Room Installation

• Local SE’s and CSE’s (~250) -Multipurpose room Installation

Deployment Team

• Initial Plan based on seats and existing units

• Reviewed with local teams

• Released for ordering

• Reviewed by IT and WPR

• Ordered

• Installed

Room System Process

• Single web site for sign-up, info and provisioning

• Shipping directly to users

• Reduced bandwidth consumption vs. older units

Desktop Systems:What Worked Well

Automated device provisioning must be “user-proofed”

Think ahead on accessories (headsets, handsets, HDMI cable for DX70s)

Android “how-to’s” for iOS users

“Best practices” and etiquette for video calls

Desktop Systems:Challenges

• Aggressive schedule

• More user training needed

• Getting additional partners up to speed

• Room remediation (when needed)

• Cable Management in self-installed rooms

• When equipment arrives, local teams change their minds on room

Room Systems:Challenges

Adoption Metrics:A Fresh Perspective

Productivity Increase is the new ROI

Reach

Adoption

Internal Team

Communication

External

Communication

Interpersonal

Communication

Engagement

Getting Started withAdoption Services

Adoption Services Available

Cisco AdoptionServices (AS)

Partner AdoptionServices

Cisco Adoption Services

CommunicationsAwareness

PromotionDesire

TrainingKnowledge

Generic Cisco MarketingWebEx Audio is Coming

Branding/Tag LineClick.Connect.Collaborate

Cisco User Manuals“How Do I”

CustomizedClient BrandedManaging your Audio

Options

Virtual DemoWebEx for Admins

Client FocusedMastery Program

Segmented User FocusedPrivate Banker Journey

On-Site ActivitiesCollaboration Fair

Business Focused“How Should I”

Drive Behavior Change

Awareness and Training Materials

Technology JourneyEducates employees on current and future state of collaboration technology

Use Case JourneyIdentifies use case within organization

and describes scenario of how tech could be utilized more effectively

Business Benefits PosterHighlights business benefit for using new technology to increase adoption

Interactive Quick Reference GuideAddresses frequently asked questions by user

group in format easy to understand and reference

Open House EventsEncourages employees to come ask the experts questions on how to use the new technology

Instructor-Led TrainingEnables quicker understanding

and use of various features and functionalities of the tech – can be

conducted virtually or in-person

Collaborator of the Month Features and rewards individuals who use video / collaboration technology

Unique and Customized Programs

Quiz: What Type of Collaborator Are You?Excites employees about the new technology and helps to uncover use cases

Intranet SiteReference portal for training guides, support information and more

• Adoption Services is a key part of the

technology adoption lifecycle

• Getting it wrong can force Users

towards consumer grade tools

• An Adoption Strategy must address

the People side of the equation

• ROI for Collaboration needs to include

increases to Employee Productivity

• Talk to your Cisco Account Team

about getting started with Adoption

Services!

Key Takeaways

Questions?

Thank you.