BACKGROUND
Our client, an international Labour Union, provides services to 5,500 members as well as training facilities supporting 1,000 full time students, 2,000 continuing education, and 150 faculty. The client was faced with technology adoption challenges with a large population having little to no technical expertise.
PROBLEM
The Union’s members, instructors, and students are located across Canada in six different time zones. With the mandatory introduction of technology, users regularly faced challenges related to know-how and access to readily available support. Given the multiple time zones, this posed a struggle for the incumbent partner who also struggled with capacity.
- User support was needed across Canada with six different time zones
- Existing incumbent was struggling withdeployment capacity and volume
SOLUTION
KTI worked with the organization to address the challenges they werefacing by:
- Analyzing reports generated by existing tickets
- Authoring FAQ documents to circulate to the organization
- Aligning it’s resources around the required time zones
- Ensuring coverage and proper resourcing based on time-of-daymetrics of issue submission, providing cost efficiencies andproviding superior coverage
As providing services is a core part of KTI’s offerings, the KTI team published documents and videos to address gaps in training. These gaps were identified through ticket analysis and graphing to help the organization become more knowledgeable.
RESULTS
The Union’s members are supported by live help desks with minimal wait times for direct help and support. KTI integrated with the Union’s IT team, management, and vendors to provide the best level of support. Some notable outcomes include:
- Provided ticket analytics so that other teams could iterate in their development to address common challenges
- All published content became available through a self-service portal and now used as part of employee and student orientation and onboarding
- The Union observed an increase utilization of its tools from 70%to 95%, in 6 months
CONCLUSION
KTI’s unique approach to providing support and services to clients worked exceptionally well in improving an individuals’ competence with computer systems and the applications over time. Despite slow adoption and initial frustration, KTI empowered people to effectively use the technology. Making self-service content available to all through a company portal was a proactive way to address silent users and achieve successful technology adoption within the organization.