So for years organizations around the world have made investments in
technology adoption to help their people learn how to effectively use the tools
at their disposal. From support desks to external consultants and more. But in
April 2020, as I film this video, most of us can't go into an office today, and
we cannot hold in-person training to effectively teach our sales force
and over the past few weeks we've seen a lot of organizations around the planet
come up with some very clever and intuitive ways to leverage their
existing people, technology, and resource or knowledge bases in order to deliver
this incredible virtual training environment. Now I want to share an
amazing and relevant example with all of you next. You're gonna hear from Dentsu
Aegis Network. They're a 60,000 person organization based in the UK and
probably like most of you out there they have a very small IT team that's also
responsible for change management. In their case it's three people who run the
IT collaboration department. So these people not only invest in the technology
that they roll out for Dentsu but they're also responsible to make sure
that people in their organization are effectively leveraging that technology.
Now while this is an example about technology adoption, I'd encourage you
as you watch the video to think about the investments you've made in your
organization. The people, the knowledge bases, and resources you created, the
technology that you have at your disposal and how do you bring all of that
together to take your support desk and reduce some of the time they're spending
reacting and responding to the same questions over and over and over again
and allow your users to self-serve. We're one of the largest media agencies
globally 60,000 people in 170 countries. We had to think really carefully about how
we rolled out Teams. We didn't have a lot of resource to drive this roll out we
only had a team of three people. By leveraging the third-party tools and the
extensibility of Teams, we were able to build a chat board to help people find
answers. How do I do this? Where do I find that? We didn't have to have a big
training team and we've only sent one communications to announce the move from
Skype to Teams. One of the most interesting things that we saw was the viral
adoption. People saying, "Have you seen this product? It works really well." We
started with a pilot of 5,000 users, we're now at 30,000 users. Teams provides many
different business benefits. It has rejuvenated other existing platforms and
technology investments we had. Teams becomes your front door, but everything
you do changes the game on many levels.
So here with Dentsu, a great example of an organization whose leveraged their own
internal investments and modernized them in a way that drove organic adoption of
new technology. So let's again go behind the scenes here and understand how this
evolution and journey happened within Dentsu. The first thing before
Dentsu even deployed Microsoft Teams, this was their version of support 1.0. if
you will. Is that a new user of assigned technology, whatever it was doesn't need
to be Microsoft, would send a question, a escalation, a ticket request etc. to the
IT collaboration lead, one of the three people you just saw in the video, and
that person would in turn pull in information either from their own
personal knowledge base, their brain, the internet, their peers, or internally
created knowledge bases or internal resources and knowledge bases and then
give that person an answer right? So support 101, ask the expert.
Then this evolved to support 2.0, which was the IT collaboration team within
Dentsu decided they were going to take all of this information that they
were personally just pulling from before and create an internal intranet page
which was a SharePoint site called WorkSmart and now when new users asked a
question to the IT collaboration leads, they could then point
them to the WorkSmart page internally to get an answer on how do you learn how
to use this technology etc. So really just amalgamating and consolidating
their resources into one single place for people to go. But the reality is, as
the number of internet pages grew, it became harder and harder for people to
actually find the page use it etc. and then they moved to version 3.0. This is what
you saw in the video. So Dentsu decided when we're gonna roll out
Microsoft Teams we already had this organic adoption in the IT group, which
was the five thousand people they referenced in the video, and they said
why don't we take this WorkSmart internet page and why don't we get that
to render in a new way modernize this investment so to speak and turn it into
a bot in Teams? So now what happened, and they said this in the video, is that the
IT collaboration team put together this bot they worked on it over the course of
a couple months, the knowledge bases are sitting right here that the information
was pulling from in the bot, and they said okay we're rolling out Microsoft
Teams to the whole, to half of the organization in this case and when you
have a question your single point of contact is gonna be the WorkSmart bot
in Teams and what they did is they pinned it to the left hand rail in Teams
so users would easily be able to find it and if that bot can't answer your
question, it will automatically raise a ticket to the IT team, which in this case
was really just a little notification to a channel of their choosing. Ok, so a
really cool simple way to reinvest this and you saw in the video they sent this
one communication, which I've highlighted here, and over the course of four months
30,000 people were using Microsoft Teams. No formal training required. Which was an
unbelievable leverage of this asset right here. Now, V next. Here's what
Dentsu was working on last we spoke to them is they've already brought all this
information into the WorkSmart internet page, they've already turned that into a
Teams bot, now here's the next phase of that. When the user asks the bot a
question, and it can't answer, can we automate ticket creation via ServiceNow
that go straight into the IT collaboration department? So I'd
encourage you amazing example here, but again I'd encourage you to think about this
beyond just IT because there are many departments that you likely have in your
organization that have support desks that have frequently asked questions and
if you can reduce the amount of time these people are spending
responding to those by allowing these people to self-serve better, that's a
huge impact on your organization where they become less of a support desk and
more of a service desk.