How to Drive Adoption of Cloud Communications - Lessons from software company PTC
Driving adoption of a new communications or UCaaS platform has been a hot topic in the industry for some time. No matter the size of the company or location they work, IT leaders are all asking, “How can I ensure we are using what we bought?” when it comes to technology purchases. A communications and collaboration platform is no different.
I recently met with Aminata Cham, IT project manager, and Jason Mahoney, principal telecommunications analyst, both of PTC, to learn how they are planning for the successful adoption of Fuze throughout their rollout. PTC is a global software company focusing on transforming how companies create, operate, and service the "things" in the Internet of Things. They have about 6,000 employees around the globe.
In preparation for PTC’s rollout, Jason and Aminata focused on a variety of communications to ensure the entire workforce knew that Fuze was coming. Across the organization, phones touch every employee. Jason knew that part of the rollout should be focused on change management to ensure everyone was comfortable and aware of the new software from Fuze. Their updates included emails introducing Fuze, posters around the offices, Yammer updates, along with a mix of assets created by Fuze or PTC uploaded to the company’s intranet.
The most unique asset that PTC created was a trailer video about Fuze. The video was created to get everyone excited and include answers to many questions Jason and his team expected to hear from the workforce. Will my phone number change? Can I use it when I am traveling? How does this replace our other communication tools? In addition to answering questions, the video showcased the major ways to use Fuze including messaging and video calls in and outside of the office. Along with the video being hosted on their intranet, Jason played it at a recent happy hour in their office. He also had a desk set up so he and his team would be available for questions. Since the IT group has been testing Fuze for a few months, Jason and Aminata were able to foresee a lot of these questions and tailor their training and communication. What’s more, Jason has been with PTC for about 25 years, so he has a wealth of tribal knowledge about the company’s workforce.
One of the best parts? With some time and a little creativity, any company could follow this playbook. Aminata created the video quickly and easily using Biteable, which touts itself as ‘the world’s simplest video maker.”
As they continue prepping for their go live date, Jason and Aminata have additional communications and events planned. To help track their progress, they will create a survey to measure how employees viewed the rollout and their opinions of the new tool.
For more best practices on ensuring adoption, please see our blog from solution engineer Matthew Welch: 7 Steps for Driving Adoption of your New UCaaS Solution.