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Training User Adoption Guide

User Adoption Guide

This information is intended for CallTower admins, change management leaders, and business owners. This guide will ensure a smooth roll out and a successful adoption of CallTower services across your organization. CallTower Training recommends the below four-stage process.

Stage 1: Stakeholders

To ensure a seamless rollout and increase user adoption of CallTower services, identify people who can help support and drive the process.

The table below shows the team hierarchy and what each person should contribute.

User adoption team roles and responsibilities

Role Responsibilities Department
Executive sponsor 
  • Understand the high-level vision and value of CallTower Services for your organization 
  • Provide leadership support to IT/business team 
  • Allocate resources 
  • Communicate directly with the employees 
Executive leadership 
Business owner 
  • Identify product and user scenarios 
  • Determine success metrics for departments and the organization 
Any 
Change management team 
  • Ensure product value is easy to understand 
  • Create a plan for the roll out 
IT 
Champions 
  • Evangelize the product to peers and teams 
Any (staff) 
Search administrator 
  • Identify user adoption core team members 
  • Administrate Microsoft Search, including look and feel of the experience and ongoing management 
  • Drive discussions to show the value of Microsoft Search 
IT 
Editors 
  • Create content in the Admin portal 
IT/Any 

Stage 2: Scenarios

To ensure user adoption, it's critical to determine and define end-user scenarios. These should include real-world examples of how people can use CallTower services to find the information they need, answer questions, and complete tasks faster. In order to measure the success of your roll out and user adoption, it's also important to determine the metrics you'll use before you begin.

Understand what your users need and want

When it comes to finding information and getting answers, knowing your user's needs and pain points is key. You can use quantitative methods, like data from CallTower Analytics search usage, or qualitative methods, like surveys and user focus groups to get this data. This will help you determine when, where, and how CallTower Services can provide value.

For various roles and teams across your organization, consider:

  • Existing user pain points when searching for information.

  • Frequently used apps, tools, sites, and other information sources.

  • What users would like to see when it comes to communicating and collaborating with each other.

  • How the benefits of CallTower services apply to your organization. 

Choose the user scenarios that will have the biggest positive impact for your users.

Identify success metrics

To help you meet your roll-out goals and show a positive impact for your organization, it's critical to determine your key success metrics before you start. Keep your goals simple and measurable and assess performance on a regular basis so you can respond quickly if needed.

  1. Change management: Determine how you'll measure awareness of CallTower Services and the success of communications about it.

  2. Usage: You can leverage data from your CallTower Analytics including daily and monthly active users, and the content types that are getting the most usage.

  3. User satisfaction: Use the data you gathered from surveys and user focus groups to determine your baseline.  Regardless of the method you use, keep it consistent so you can see impact over time.

  4. Other measurements: Use historical and/or current data for support requests and the amount of time spent using CallTower services. 

Stage 3: Readiness

Investing time in preparing for your CallTower services rollout will result in a positive impact for your organization.

Product and content readiness

Administrators directly influence the experience for end users and determine how CallTower services looks for the organization. This includes choosing the types of results you want to surface to your users.

Editors are subject matter experts who help manage Bookmarks and Q&As within their areas of expertise. Editors should create content that addresses the user scenarios that you identified earlier.

Draft communications

Use your real-world scenarios to tell users about CallTower services and how it will help them save time. Your change management team can help create a rollout strategy and prepare collateral and campaigns for end-user readiness.

Begin planning communications and events for your organization:

  • Banners, posters, or leaflets placed in prominent locations. You can use this PDF to help get you started: 

  • In-person product demos or booths-This could include scheduling and planning out training sessions.

  • Online events for local and remote teams

  • Have your executive sponsor host a town hall meeting or send an announcement email

  • Share self-help documentation about using CallTower services. You can find those at www.uc.solutions 

All communications should educate users about how they can use CallTower services.

Engage partner teams

Make sure your help desk knows about the features and functionality of CallTower services, as well as the user requirements to sign in, so they can more effectively support users.

Evaluate with pilot users

Start with a small group of users to evaluate the impact of CallTower services and gather early feedback. This gives you time to change content, update your communications, and set expectations for the broad rollout. Power users or early adopters are great candidates for this.

To help find pilot users:

  • Partner with a business sponsor within your organization

  • Identify a group of early adopters

  • Identify groups that do high volumes of communicating and collaborating 

  • Identify users in other geographical locations, including international

Ask your pilot users to provide input using simple surveys.

Survey questions to ask:

  • Do you understand how to sign in and use CallTower services?

  • Does it work as expected?

  • Which features do you like?

  • Were you able to find resources on how to use CallTower Services?

  • Were the resources helpful?

  • Are the communications about CallTower Products clear and understandable?

This is a great time to begin measuring the effectiveness of the metrics identified in Stage 2.

When you start the pilot phase, consider sharing a sneak peek of CallTower services with the wider organization.

Stage 4: Roll out

Every organization thinks about product rollouts differently. Here are a few things to consider.

Broad deployment

When you are ready, either allow all users in your organization access to CallTower services, or use a phased approach to roll out more slowly.

Generate awareness

Build excitement in your organization about CallTower services:

  • Send out training agenda and invites

  • Enlist pilot users to provide peer-to-peer assistance and expertise.

  • Follow through on the communications and events you planned in Stage 3.

Ongoing communication

For the first few weeks and months, maintain a rhythm of communications to encourage engagement with CallTower services. This keeps users informed and engages new users. Each communication should explain why CallTower services can be helpful to their work.

Send ongoing communications that highlight features, as well as user success stories.

Gather feedback and improve

Support users and let them know you care by listening to them and acting on their feedback.

Use CallTower Analytics to see how the product and the content is performing.  This will also help you:

  1. Determine which features are most frequently—or infrequently—used

  2. Conduct surveys, focus groups, and feedback sessions to understand what users think of CallTower services, increase adoption, and identify improvement areas

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