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No Bug, No Problem: Solving Employee Adoption and Usage of Zoom (Use Case)

PUBLISHEDJune 30th

How one North American Tech company received a 73% participation rate on their Zoom training despite initial employee resistance

If the Service Desk sees IT tickets pile up around a particular application, their first thought will be to identify and troubleshoot a recent issue or bug. However, employee frustrations aren’t always from technical failures and those tickets can be much harder to diagnose and resolve.

How Big of a Problem is Employee Adoption?

Since employee adoption problems are not as immediately apparent to IT teams, they often lurk below the radar of Service Desk because if employees aren’t using a tool, they aren’t submitting a ticket for it. Don’t be fooled because even without rising ticket counts, the employee adoption issues negatively impact IT teams and their digital transformation projects. According to McKinsey, 70% of all digital transformation programs fail due to employee resistance.

And that risk of failure is exactly what this North American tech company’s IT team faced when they rolled out Zoom for video conferencing for any employees returning to the office.

{Read Now: 5 Tips to Speed Successful Web Application Adoption}

How a North American Tech Company Overcame Employee Resistance

Previously, this company’s employees only used MS Teams for digital collaboration. And while employees were used to using Teams for internal collaboration and video calls, the IT team needed to use Zoom for all in-office conference calls.

Since Zoom was a new collaboration tool to the organization, employees were unfamiliar with it and saw it as redundant to Teams. So, when employees received the email from IT announcing Zoom as the selected tool for all in-office conferencing, they did nothing. They ignored IT’s email with Zoom instructions and very few visited the Knowledgebase for more information.

Unfortunately, the low readership and engagement on company emails is a growing trend as employees face increasing distractions including competing notifications from SaaS applications and their coworkers on collaboration tools like Slack and MS Teams. In an A/B test, a leading life sciences company tested the engagement of email versus a Nexthink Engage campaign. The results were astounding. The pop-up notification from Nexthink achieved 2,214% more views than email.

{Please Read! How to Get 10x Higher Response Rates than Email}

This unfamiliarity resulted in a spike in IT tickets and employee frustration. Employees could not figure out how to use video conference calls properly from the office resulting in missed meetings and frustrated users. And those who were able to host video conference calls in Zoom, weren’t fully utilizing the features available to them such as recording the meeting or file sharing. As a result, the number of urgent IT tickets related to launch Zoom climbed.

When the Service Desk agents investigated the tickets around the reported poor Zoom experience, they couldn’t identify any bugs or issues to address. Instead, it became clear employees needed further employee enablement and training on the new tool.

Using Nexthink to Directly Engage Employees to Drive Adoption

To prevent any more disrupted, delayed or missed meetings, the IT team acted quickly and sent out a Nexthink Engage campaign. The campaign targeted employees with a pop-up notification who frequented the offices and any employees who submitted a ticket with a Zoom complaint.

Each employee received a notification prompting them to watch a 3-minute training video on how to best utilize Zoom.

As a result of this targeted and relevant campaign, the IT team saw a 73 percent response rate from employees and a complete stop to any IT tickets related to usage issues with Zoom.

A sudden flood of IT tickets did not cause this IT team to panic. Using Nexthink, the IT team was able to quickly rule out any IT issues and identify the true cause of employee frustration with Zoom. By sending additional training to the struggling employees, they prevented further IT tickets and drastically increased adoption of the newest collaboration tool.

{Dive Deeper: Eliminating Collaboration Tool Issues}

Watch this 2-minute Video to See How this Organization Overcame Poor Zoom Usage and Adoption

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