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The pillars of success. The pillars of success. Identifying business drivers is just the beginning of your Webex adoption journey. Next, the 5 Pillars of Success will guide you through the most important adoption success factors:
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The pillars of success Identifying business drivers is just the beginning of your Webex adoption journey. Next, the 5 Pillars of Success will guide you through the most important adoption success factors: Leadership – Senior people backing the effort and leading the way. Technical Readiness – Making sure Webex works, first and every time. Use Cases – Understanding exactly how your business will use Webex. Communications – Showing everyone what’s in it for them and how to get started with Webex. Champions – Recruiting enthusiasts around the business to help you drive Webex adoption. If you attend fully to each of these pillars, you will ensure high adoption. Use Cases Champions Leadership Technical Readiness Communications
Pillar of success: Leadership Executive sponsorship is critical for Webex success. When senior people lead by example, using Webex to full effect and communicating the “why?” behind the investment, employees will follow. Some of the benefits of high Webex adoption to your leadership team: • Cost and time savings by reducing travel • Shorter more, productive meetings • A more engaged and connected workforce Leadership Use Cases Champions Technical Readiness Communications
Pillar of success: Leadership Before you engage with your senior leaders... • Prepare a short business case for ”Why Cisco Webex?” – draw from your business drivers document and reference one or two key use cases or case studies relevant to your industry. • Help executives become familiar and comfortable with the platform by coaching them and providing support resources – the mobile apps and ease of joining meetings are often key selling points. • Share the leadership play card with them and provide simple steps for getting started. • Encourage them to convert a regular 'in person’ or audio-only meeting to Webex and reward good Webex practice from their teams. Leadership Use Cases Champions Technical Readiness Communications
Leadership Stakeholder Analysis template Use the following template to perform a stakeholder analysis of your leadership team. This will help you identify your executive sponsor and other allies. It will also help you identify skeptics and detractors so that you can plan to mitigate or solve their concerns with real Webex solutions. Adapt the suggested roles to match your own leadership team.
The Pillars of Success This pillar is all about ensuring that your Cisco Webex services are deployed to reduce risks and meet the specific requirements of your organization. This includes: • Setting system preferences • Mapping the user onboarding process • Upskilling your service desk and technical support teams • Defining how Webex licenses will be managed and distributed Use Cases Champions Leadership Technical Readiness Technical Readiness Communications
The Pillars of Success • But there’s more to technical readiness than getting the configuration right. It’s also about thoroughly testing the experience from the point of view of users and removing bumps in the road. Put yourself in the shoes of a new user. • What instructions do they need to log in for the first time? • Is the journey as simple as possible? • Are the steps easy for non-technical people? • What’s the experience like from different locations – internal and external – and from different devices? • Be curious and test before you hand the service over to new users. • Getting this right first time will make all the difference to your adoption project. Having great technology is only one side of the adoption equation – the other is user experience, which depends on careful integration and testing within your unique environment. • Your users will expect the same exciting technology experiences they get from consumer applications – so your mission is to make their first experience of Webex amazing. Use Cases Champions Leadership Technical Readiness Technical Readiness Communications
Pillar of success: Use cases Use Cases What is a use case? A use case is a specific example of how a product or service could be used to achieve value. Thinking about use cases will help you identify areas where Cisco Webex can have maximum impact on your business. They will also reveal opportunities for driving wider adoption of Webex in your organisation. What can a use case do? A use case will help you define the problems you’re trying to solve and demonstrate how Webex will help. All based on the input of people who’ll be using it each day. Mapping out key use cases early on and reviewing throughout your Webex journey will keep you on track and delivering value. Champions Leadership Who? What? Why? …doing something together in Webex… …to achieve a business benefit. A group of people… Technical Readiness Communications
The following four slides provide inspiration for use cases in different industries Manufacturing Education Finance / Banking Healthcare
Cisco Webex in: Manufacturing Manufacturers can use collaboration technology to increase speed and agility in manufacturing. Collaboration tools help reduce costs and optimize asset use. Improving collaboration can enhance operations and supply-chain efficiency while accelerating time to market. Using Webex in your business can: • Reduce downtime, increase productivity, and maintain industry compliance • Accelerate innovation across teams • Improve traceability with collaboration • Enhance communication. Collaboration tools help you share ideas, and develop talent from anywhere, anytime • Spend less time travelling, more time getting it done Click here to see how Del Brenta uses Webex to reach out to the world
Cisco Webex in: Education Technology extends learning beyond classrooms Education is changing. Students are no longer confined to just learning in a classroom. They’re learning from anywhere, on any device, in ways that reimagine what’s possible. Teachers and researchers are innovating faster than ever. Together, Webex and Education can accomplish amazing things: • Improvestudent engagement and proficiency rates • Bring the experts into the classroom, from anywhere • Connect video office hours and chat into Learning Management Systems • Grant broad access to new learning resources and approaches – often outside the walls of the traditional classroom • Allow faculty, students, and parents to interact using video – in and out of school times Click here to see how Troy city school uses Webex
Cisco Webex in: Finance services / banking Customers want faster responses, personalized care, and expect options that expedite transactions. In the financial services sector, where speed and security are crucial, collaboration options differentiate companies. Financial services benefits from a unified communications experience from the mobile device, to the desktop and conference rooms. Together, Webex and Finance can work smarter: • Raise productivity by applying Cisco Video and Collaboration solutions • Reduce travel, improving staff productivity and work-life balance • Reduce costs while improving service levels • Improve speed and quality of decision-making • Improve cross selling: on average, one extra product is sold per remote consultation Click here to see how 10x Banking delivers better experiences
Cisco Webex in: Healthcare Webex is changing the way people receive healthcare. Webex allows doctors to reach people who can’t get to healthcare facilities and moves healthcare closer home. It’s giving people the opportunity to receive the care and attention they need, faster, from wherever they are. Webex connects the dots in healthcare by: • Enabling specialists across healthcare sites to work together over video • Allowing for secure communication from doctor to patients post-op • Letting patients do follow-up appointments remotely • Allowing doctors to spend more time with patients • Connecting to Electronic Healthcare Systems for easy access to secure patient data Click here to see how Mercy Virtual is transforming healthcare
Use Case workshop mini-play What's included: What makes a good use case Defining use cases in detail Monitoring use case success User story exercise
User story exercise 1Objective Understand how different people work, so you’ll know how to meet the needs of their role. See teamwork through their eyes, so you can launch Webex in their language. 2Participants 5-10 people representing a mixture of key roles from a specific business area. (marketing, sales, HR, etc.) To discover great use case for your business, you first need to learn from your people. How do you find out what people really need to work better together? It’s simple – just ask! You’ll learn what capabilities people feel are important, and why. To develop user stories that will inspire a whole department, team, or company, start by gathering the right information. The userstoryexercise will help you identify specific outcomes that people want toachieve. When beginning conversations with different departments or lines of business, schedule some time with small groups who represent key roles and invite them to join you for the following funexercise. Exercise: Tell us your stories 3What you’ll need Post-it notes and pens. 4Duration 60-90 minutes.
User story exercise 1. Start with a round of introductions, and let the participants know why they're there. Explain that you’re trying to get a new understanding of how they work. 2. Next, explain why your company is trying something new. Give everyone a brief highlight of what Webex can offer to kickstart their thinking. 3. Explain that the goal of the exercise is to capture stories about how they work on Post-it notes using a special format: 4. Before starting the exercise, walk through some examples with your team. The following are examples for a salesaudience: I am a product service rep. I want to meet my customers. So I can demonstrate and sell products and services. I am an account manager. I want to improve my customer experiences. So I can build better relationships. I am a sales leader. I want to connect my teams across multiple locations. So I can inspire and motivate to grow the business. I ama... [role] I want to... [do something] So I can... [create value] 5. Let the group know they can write user stories from both their own perspective and that of people they interact with. For example, they can write from the point of view of their customers, managers orteammates.
Developing user stories: Begin the exercise Analysis Record user stories along with any notes and contextual information. Identify what patterns emerged of their needs and values. Use these stories to create detailed use cases, communications messaging, and training that matches their needs. 1. Ask participants to write as many user stories as they can think of on separate Post-it notes. 15 minutes is usually enough time. Be available to answer questions as they write. 2. Once people have finished writing, ask each person to “call out” their stories by sticking them on a wall and reading them out loud. As they do this, ask questions to develop your understanding and to add context. Encourage other group members to share their thoughts. If patterns emerge, group similar Post-its together. 3. Highlight some of the best points that your group brought forward as a team. Make it clear that you were listening. Thank them for their time and gather up the Post-its.
What makes a good use case? • Prioritizing and selecting use cases • If you’ve captured a lot of use cases from across the business, prioritize onesthat: • Have a clearpurpose • Solve very specificproblems • Have strong support fromleaders • Have value that can be easilymeasured • Once prioritized, select the use cases to deploy for launch. The number depends on timelines, resources and complexity. Five is often a good number to startwith. Identifying potential use cases To identify innovative new use cases, engage with the business to understand what workflows and processes are not working well or could beimproved. The user story exercise is an excellent source of inspiration for use cases. Continue to converse with different lines of business to refine your understanding. Ask them: 1. Where are the painpoints? 2. What is taking toolong? 3. Where is qualitysuffering? 4. What is costing toomuch? Discuss how the groups involved can work together in Webex to solvethekeyissues.
What makes a good use case? Leadership Has an enthusiastic owner and backing from senior stakeholders. Clear purpose Why it’s needed and what it will do for the business. Membership Includes clearly defined groups of people and what they will do. Solves a problem Makes a current workflow or process better and fills a gap. Delivers value Explains how it will deliver new or increased value to the business.
Defining Use cases indetail It’s now time to flesh out the details of each use case. Identify a use case owner and which groups of people will participate. You can take a closer look and define each use case using the worksheetbelow.
Monitoring use casesuccess Success with use cases isn’t just about definition and deployment. Monitor them to make sure they’re meeting people’s needs, solving problems and creating value for the business. If there’s low adoption, then investigate and identify what adjustments can be made or seek potential new use cases. Use the success criteria you identified in the use case worksheet to monitor each use case. You can think about success in four areas: 01 02 03 04 Usage Are people actually using the tools you have provided for them? If not, what are they using instead? Business value Are business goals being achieved better, faster or at lower cost than they were before? Satisfaction Are people happier with the new ways of working made possible by Webex services?Is it making their life easier?How do they react to the thought of going back to the oldways of working? Success stories What amazing outcomes have resulted from the new ways of working? What’s beenmade possible that wasn’t before? How can you capture these stories andplay them back to thebusiness?
Line of business use cases For more use case inspiration, see our line of business toolkits. They can help you launch or revive adoption in a specific area of your business. We know your time is precious, so you don’t have to do everything in the toolkits – just the things that make the biggest impact. Click here to learn more
Pillar of Success: Communications Successful adoption relies on great communication. Without it, your people won’t understand why you are introducing new tools or why they should use them. Having a clear communication plan for before, during, and after launch is essential and shouldn't be an after thought. Thinking about the messages you want to deliver to your people, weaving these throughout the communications you send will help drive home those use cases you worked through early on. If you have an internal communications team, they will be able to guide you to create communications that work for your people but our Webex playbooks are a great resource for ready made templates and examples that you can customise for your people. Remember, communications is more that just email. It’s impactful posters throughout your offices, announcements from leaders, stories on your intranet, Webex Teams spaces to share information, on-demand videos, and beautiful guides to support your people through their adoption journey. Use Cases Champions Leadership Communications Understanding your audience Channels to deliver Communications Messaging hierarchy Technical Readiness
Understanding your audience Questions to think about 1. Who are the communications going to? 2. What is their current working world like? 3. How will the changes impact them? 4. Are there specific use cases that will be relevant to them? 5. Are there any specific line of business or department initiatives the messages can tie into? Before considering the messages you need to deliver, it’s crucial you understand the people on the receiving end. Recognizing how different messages will land will allow you to develop communications that truly assist your Webex adoption efforts. A great tip is to create personas for your audience, if you don’t already have them. Personas capture the typical habits, needs, and pressures of the different groups or ‘tribes’ in your organisation. These can be especially helpful in crafting targeted communications that appeal to a variety of needs.
Channels to deliver communications Use the template in the toolkit to create your own list. Email is very often the go-to communication channel. But it isn’t always the most effective. The average office worker receives 90 emails every day, making it tough for your message to stand out. Think about the channels you have available to you and run a quick audit to understand how you can get the most out of them. Written communication such as articles and blogs work well on your intranet. But can you also include videos? Can you display posters around the office to capture your people’s attention? Or can you use digital signage?
Messaging hierarchy Create a quick messaging hierarchy using this template in toolkit. Example below. Defining the key messages you want to deliver will allow you to focus your communications, so they’re clearer and more concise. These can be directly inspired by your use cases to set out the reasons why you’re launching or reviving the service. If you have an internal communications team, they’ll be able to help you with the key messages to deliver. If not, the guide below will support you. This document also provides a great way to share the benefits with your stakeholders. Allowing them to see the intended messages will bring the story to life, and give you the opportunity take feedback and adjust the messaging.
Communications launch plan Create a launch plan with the detailed communications you want to deliver through out the period. First, capture the key themes of each communication along with the dates they need to go out. Then use the planning chart in the toolkit to plot how all these communications fit together. Example below.
Example communications launch plan Champions communications HR related messaging Stakeholder communications 3. Your commute just got easier 1. Webex Is here 2. Go Mobile with Webex Meetings High level messaging campaign 3. Be home in time for dinner everyday. 1. Seattle meets Sydney 5. Placeholder copy here Use case driven messaging campaign 2. Make meetings meaningful 4. Continuous collaboration 6. Placeholder copy here
Communications Toolkit Use this toolkit to create your own communications plan for launch or ongoing campaign.
Channels to deliver communications We suggest creating a quick list:
Messaging hierarchy template Create a quick messaging hierarchy:
Toolkit communications launch plan Identify champions Stakeholder communications Related messaging 3. Placeholder copy here 1. Placeholder copy here 2. Placeholder copy here High level messaging campaign 3. Placeholder copy here 1. Placeholder copy here 5. Placeholder copy here Use case driven messaging campaign 2. Placeholder copy here 4. Placeholder copy here 6. Placeholder copy here
