At The Expo
System One developed and provided a comprehensive guide on how to engage the end user to embrace new software and systems. We created a welcoming and engaging experience that resulted in users coming back to try the software simply because it is easier and faster for them. Now they even have Yammer, which can make it fun!
When planning these Expos, we also made sure that the users knew that Digital Transformation was coming. We did this through sending emails from our Organizational Management Specialist. We also had 6’ stand signs and a website illustrating to everyone what was happening all along the timeline.
We created a process where a typical user would schedule an appointment with one of System One’s Office Specialist. At the scheduled time of the appointment, the user would walk into a conference room, café, or a big room where it almost felt like an Apple store. We wanted it to feel very open, friendly, and welcoming. We did this with signs throughout, high top tables to work at, and large TV screens playing in the background with different videos about the tools we were giving them and what can be gained by using them.
When the user would enter the Expo, the System One Office Specialist would greet them. They would then collect their laptop and verify the service tag, as well as who the user was. The Specialist would take the laptop to the backroom where a technician would be able to do a migration of all the user’s data. The migration technician would already have the user’s staged laptop prepared with all the software installed. That way when the migration from old was complete and the laptop would be ready for transfer to the new. This process would normally take about 45 minutes for the migration. So, during this time that we would have the PC, we made it so the users would be able to walk around the Expo and talk to people who are already using these new tools. This helped give them real life use case examples on how they could use these tools in the future for themselves.
When the new laptop’s migration was complete, the technician would sit down with the end user to review all the items on the checklist which had been done for them. This helped the clients to simultaneously understand the process while also learning how to access all their new tools.
To do all of this, the software was already preinstalled from System One’s Staging Warehouse. This is where we would prepare the PCs for the deployments. The PCs were then delivered to the Expo and deployment locations based on the scheduled dates. To obtain a software list for each user, System One ran a discovery program on all PCs. We analyzed the software list to identify work-related applications that were then certified. For any software that was licensed, System One would contact the users to validate the software is still in use. In many of these cases, we were able to reclaim licenses that we could reallocate to other users.
When the Expo was over, the user signed off that all of their data was successfully migrated, network drivers mapped, network printers installed, software re-installed and functioning as expected. Being that this normally took less than an hour, users could schedule the appointment over lunch. This helped keep employees from missing any work time. And if they did have any issues, they could call the Support Desk or flag down one of the System One Office Specialists or Floorwalkers.
Floorwalkers helped clients with all the new tools that were deployed and showed them how they can be used to improve efficiency. It was common practice for Floorwalkers to track down and speak to everyone that obtained a new PC to make sure everyone was comfortable and had no unanswered questions or concerns. A few days later, System One would then follow up by sending a survey to see how the experience was going for the users, welcoming their feedback. This way we were able to make any needed process adjustments.
Digital Transformation for these organizations was framed around Digital Enlightenment. This provided users with an understanding of why they should be using the new technology, how to use it, how to get help, and how to get training. Microsoft boasts about the fact that System One’s adoption rate when doing these Expos is 3 times the national average!