Migrating a globally dispersed workforce to new working practices / unified technology can have a huge impact on business success, which makes usage and adoption one of the most pressing issues facing large enterprises during a collaborative communications deployment.
Simply installing a solution is never enough. To provide a long-term return on investment staff have to be comfortable and receptive to the technology.
This is particularly challenging when thousands of staff spread across multiple sites, time zones and local cultures are expected to suddenly change their working habits and leave behind legacy systems.
That said, the smallest of numbers can drastically affect return on investment and a solution’s potential success.
For example, if junior staff are using cloud video but senior management are reluctant to, then the advantages (quicker decision making and greater business efficiency) cannot materialise.
This not only frustrates those that have changed their working practices, but solution abandonment will occur and adoption will drop. Businesses need to lead from the top and management must drive usage by example. It can only occur if everyone is onboard and the enterprise changes from the top down.
Maximising The Value
There is no monetary or business value in equipment lying unused in the corner gathering dust.
In a recent Infonetics Research report, the number one consideration for deploying UC was cost, but what an enterprise wants and what its staff need is often different.
Align usage requirements to business requirements, listen to what staff require to increase their productivity and adoption should follow.
For example, 74% stated mobile device integration was a capability they desired from their UC solutions, but the IT department might be unaware this is what staff desire to do their jobs more effectively.
Strong technical support is also important. If it is responsive and delivered by enthusiastic professionals who want to help, staff are more likely to continue using solutions.
Exercise caution and the associated benefits will follow, as explored in our next blog.