of helpdesk teams
User engagement
training deployment
Various alterations to the Build resulted in go live being delayed by Eisai. We ultimately had less than 4 weeks to put in place a schedule to deliver on a fast-paced global rollout and work with a European team to deliver against the Information, communication and technology (ICT) plan. We were able to flex our approach to meet these needs by adapting our development and rollout procedures, including targeting shorter courses of cohorts to fit in with business operations.
We developed and provided ‘Own your own learning’ adoption courses, helpdesk training and a Champions Programme course with quizzes, games and lots of interaction to encourage participation. We delivered a Global Rollout Learning provision in local languages to ensure embedded and sustainable knowledge capture. Users were supported in their learning with engaging and visual guides, videos and best practice.
Ultimately, we visited more than 16 company locations in 5 weeks – bringing us into direct contact with almost 1500 users. We went to offices and hotels including interacting with workers on the road, demonstrating that users in all roles and locations mattered. Highly visual simple online user guides (documentation and video based) were deployed. They were made available in different languages meaning that all users, regardless of location or role, were able to log on and explore the training. These were also available for three different interfaces, laptop, tablet and phone. We have helped to develop a ‘change champion’ network strategy to promote ongoing programme activities. These are handled as show and do sessions to support end users as they went through the transition, embed the new ways of working, and develop behaviours aligned to refreshed software.
We upskilled the helpdesk and key champions in advance of the training. This reduced helpdesk calls and our experienced and committed learning consultants were able proactively to troubleshoot ‘getting-started’ issues, give advice and ensure people were able to switch over rapidly. Ongoing monthly training workshops have been put in place to help maintain sustainability and match the evolving roadmap of Microsoft 365 to the ecosystem in Eisai. These sessions regularly are attended by 100 plus users on each session.
Our agility in providing the training on a tight schedule meant that the project was completed on time. Very positive testimonials were provided from key project stakeholders, as seen in the example below. Ninety-five percent attendees were engaged and wanted to keep learning put what they had learned into practice. Following the initial training engagement we are now continuing to work with them on other aspects of the 365 system providing advisory, training and development services.
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