Cisco WebEx had a problem. Companies were buying its online meeting applications, but finding it difficult to get their staff to start using them. Only a limited amount of the people nominated to hold online meetings (we call them “the hosts”) were actually doing so. When you think about it, it’s not surprising, as no one was talking to the hosts and explaining why the licences had been bought or how WebEx could help.
We recognised WebEx needed to engage with the hosts and talk to them about the product(s) in a friendly manner, without overloading them.
We started with a series of emails sent to the hosts in the first 30 days of their accounts being activated and followed them with SmartMoves, a flexible online training programme. A Customer Portal brought all the information and resources together in one place and regular newsletters keep the hosts updated.
We also created a Roll Out kit for the business contacts (responsible for deploying the product across their organisation), containing tools and advice to help them get their colleagues using WebEx.
New host utilisation (the number of hosts holding meetings) more than doubled at the start of the programme.
The programme is now running in UK, France, Germany and Spain.
Our website isn't vast, but if you'd like to find something quickly, maybe we can help.
Zola's our Rhodesian Ridgeback who cruises our barn from 9 to 5. We fitted her with a webcam to find out what she really gets up to.
See her view of the world at Flickr or follow her on her very own Twitter page.