Facts and Figures
- Industry: Health insurance
- Application: Office 2010
- Training methods: Instructions, tips and tricks, on-the-job training, personal support
- Languages: German, French, Italian
- Innobrain staff: 1 training consultant and Office specialist to assist IT service desk and users
- Duration: 3 months
Project Description
The Swiss health insurance company had successfully been working with the Microsoft Office 2003 range and was now switching to Office 2010 as part of a migration project.
Although the knowledge and application delta between Office 2003 and Office 2010 is not insignificant, the company chose not to opt for elaborate classroom trainings, but instead to focus on the superuser principle and on extensive documentation and communication.
Superusers attended profound training in Office prior to the migration, in order to be prepared to respond to their colleagues’ inquiries after the migration. The same principle applied to the employees of the IT Service desk.
The documentation which had been provided to the users included - amongst other things - concise instructions with print screens of special Office functions which are used very often within the company, such as the use of text blocks in Word or macros in Excel.
Furthermore, each Office application contained specific migration information made available in an additional ribbon, where users were able to find out where to find a function in the new version that they knew in the old version.
The primary task of the Innobrain trainer being an experienced training and support consultant, as well as Office specialist, was to support the IT service desk in responding to Office 2010 inquiries during and after the migration, with the goal to ensure as smooth as possible a transition for the users.
The tasks of the Office specialists were not only, as mentioned above, responding to queries and problem solving, but also proactively making available solutions and best practices. This was above all achieved by sending newsletters with a humorous twist, which elicited a very positive response amongst users.
Finally, the Innobrain employee had the task of drawing up a meaningful survey regarding the migration to be sent out to the users. With just a few questions, the employees were asked to evaluate various elements of the migration, including the services of the support staff, the quality of information flow and documentation, as well as, for example, the impression the migration left in general. The survey was created and evaluated using the survey functionality of the company’s CMS. The results were extremely positive.
Services
- Professional assistance for the local IT service desk
- Assistance of the employees using specific functions
- Maintenance of the FAQ database in German, French and Italian
- Development of short instructions with printscreens on specific Office features in German, French and Italian
- Development and distribution of user communication
- Conception and creation of the newsletter as a marketing action
- Realisation of the user survey using the survey tool of the company’s CMS
- Evaluation of the survey for project closure