We?ve all seen this situation: A technology project is successfully implemented but users never take advantage of it. As a result, the company gets little to no return on its investment ? and IT gets a black eye.
Don?t Let This Happen To You
Carousel Industries? partner Polycom?has developed a 5-step plan to ensure that doesn?t happen when customers
implement its videoconferencing solutions. Launched in September, the Adoption Services program is meeting with impressive results, says Sara Adams, Senior Channel Marketing Manager with Polycom. One customer, for example, saw videoconferencing use soar from 2,600 minutes per month to 4,700 minutes ? with the trend still on an upward path.
Phase 1: Adoption Consulting
In the first phase, Polycom consults with the customer to find out why they?re interested in videoconferencing, which is usually for one of four reasons:
- To reduce costs, such as for travel
- Improve productivity
- Improve collaboration
- Reduce carbon footprint, such as by reducing travel
Polycom will discuss with the customer the sorts of applications for which they want to use video and create an implementation strategy. At the end of this phase, the customer will have an adoption strategy articulated in a document and can then either implement it themselves or get help from a partner such as Carousel.
Phase 2: Implementation and Optimization
For new video customers, then next step is implementation based on the document outlined in phase 1. This phase includes integration with existing technology, meaning with tools such as Microsoft Lync. This phase also includes optimization, which involves updating existing software and optimizing it for the specific applications for which it will be used.
Phase 3: Educating
One big reason that videoconferencing systems lay dormant is that employees don?t know how to use them. Polycom is out to change that with its Adoption Portal, a web site chock full of video tutorials, how-to?s, FAQs, blogs and other content to help educate users on how to use their videoconferencing tools. The portal can be customized to reflect a customer?s brand and main objectives and is offered based on a yearly subscription for each employee, Adams says.
Phase 4: Promotion
Polycom has conducted surveys for a couple of customers on employee use of videoconferencing systems. ?We?ve found that about 30% of employees didn?t know videoconferencing was available to them, or they thought it was only for use by executives,? she says. ?Another 30% knew it was available but weren?t quite sure how to use it.? ?That adds up to 60% of the organization that will simply not use video. Not a good way to get ROI on a video project.
The promotion phase is intended to fix those numbers. Adams describes it a ?marketing campaign in a box.? It includes freestanding banners, wall posters and email templates. The idea is to blanket employees with messaging about the video systems. Maybe the banner gets placed in the building lobby so employees see every time they walk in or out of the building. Wall posters may be placed in the break room and the CEO can send emails talking about why the new videoconferencing tools are important, all to raise awareness and interest in video.
Phase 5: Analytics
The final phase is all about measuring usage. It includes a year?s subscription to Polycom?s cloud-based tool that measures the utilization rate of every videoconferencing end point. With the tools, customers can see the exact number of minutes per day a given room-based system is being used or even a particular employee?s desktop or tablet-based system. The idea is to develop quantitative data that proves the ROI of a videoconferencing project. In phase 1, Polycom will establish the current level of usage. In this phase, you?ll see how much usage has gone up as a result of the adoption program ? and it will likely show a clear ROI.
If you?re concerned that employees aren?t taking advantage of your videoconferencing solution, or you?re in the market for a new one, talk to Carousel ? we?ll help put you on the road to success with Polycom?s Adoption Services.
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