Our client is a travel company that has been operating since 1985. They are the longest and most successful transatlantic tour operator and a market leader for travel to the USA and Caribbean. However, they struggled with slow and antiquated technology. Both the administration departments and the customer facing contact centre were using disparate and outdated technologies and communication systems.

Customer Statistics

Industry
Travel

Size
1 site | 600 users

Location
South East England with
satellite offices globally

Overview

  • Obsolete technologies

  • Escalating IT costs

  • Lack of confidence in current technology due to poor quality and age

Solution

  • Windows 10 and Office 365

  • Beginning to end approach

  • Worked with IT to devise roll-out and user adoption strategy

  • New users given 121 training when swapping old technology for new

  • Six weeks of in-depth master classes around Windows 10/Office 365 following roll-out and go-live support

Training Approach

  • Communication strategy

  • Assistance in scheduling users into small group sessions

  • Hand over sessions were arranged where users gave back their old laptops and were guided through their new device setup

  • Approach for back office admin, received six weeks of masterclasses after the initial handover session. People signed up for a variety of training sessions including:

    • Skype for Business
    • What’s new in Outlook, Excel, Word and PowerPoint
    • How to use OneDrive
    • Windows 10 tips and tricks
  • A train the trainer approach was used for the call centre. Supervisors and team leaders were given training on Windows 10 for PC. They provided training for their teams with support from 1UC. Further assistance was then provided on go-live using a big bang approach. As team members came in to start their shift, a trainer guided them individually through their first time setup process on their new PC.

Results/Conclusion

A successful user adoption strategy led to increased employee satisfaction

Increased productivity and efficiency through faster and up-to-date technology

Enabling team collaboration

Improved customer service experience