Imagine this. The CIO and Operations Head are excited about updating their existing communications infrastructure and rolling out the new cloud-based collaboration solution. They’ve gone through the complex migration and deployment process, and now, they can’t wait for employees to start using it. However, they find a huge resistance to giving up established tools and ways of working and adopting the new technology and workflows. A few weeks down the line, the CIO and the Head of Operations know that their employees have not adopted the platform but do not have insights into the extent of adoption and what specific training is required to attain the ROI they had predicted. Was the Unified Communications & Collaboration (UCaaS) migration and deployment project unsuccessful from a business perspective?
According to research, up to 84% of digital transformation projects fail to deliver their expected benefits1. One of the main reasons for this failure is human emotions, behaviour, and reluctance to engage with new technology. Once the solution is up and running, the migration is complete.
“Too often, UCaaS migration projects fail to maximise on their potential because enterprises have limited tools and strategies for platform training, and this hinders end-user adoption,” confirms Aashima Singh, Global Director for Unified Collaboration Services Tata Communications. “With little to no data-driven insights to track progress on skills and outcomes and to perform change management, enterprises are unable to maximise service adoption.”
While transitioning to a new UCaaS solution, enterprises must:
- Strategise, plan and engage with their employees as part of change management
- Maximise service adoption through data-driven insights
- Track progress on skills and outcomes
- Keep key stakeholders abreast of the adoption and training progress through real-time engagement sessions.
Tata Communications’ recently launched GlobalRapide is a set of integrated managed services and tools that addresses the migration, end-to-end management and automation of UCaaS. GlobalRapide offers a training and adoption module that helps organisations with a SaaS platform through personal and organisation-wide data-driven insights. With GlobalRapide, change management professionals can proactively monitor and resolve adoption issues.
“We provide a single pane of glass visibility into usage, performance, quality and troubleshooting to address enterprises’ needs through GlobalRapide,” adds Singh. “Our 24x7x365 multi-language certified support and resources ensure timely change, incident and problem management. This delivers optimal services with comprehensive reporting and intelligent monitoring to ensure stable and scalable services that avoid disruption. Our customers rely on Tata Communications for high performance and service availability, thus enhancing the overall employee experience.”
To learn more about how Tata Communications’ GlobalRapide can help you ensure a consistent user experience through UCaaS adoption, change management and training, visit Tata Communications.
