Enhance computer user experience and reduce strain on IT helpdesk during new system rollout.
IT Weapons, a Konica Minolta company, provides a range of managed IT services and cloud solutions for Canadian businesses, including end user helpdesk support.
When rolling out new technology, a number of challenges arise – both for the IT solution provider, and for client users themselves. From the client’s perspective, deploying new work computers and a new set of apps can be daunting; the process can slow productivity and can cause their own customer service to suffer. For IT Weapons, computer workstation rollouts often cause a spike in user helpdesk calls, which exhausts support resources for the other 70+ organizations under their care.
To optimize the client user experience and ensure compliance with the strict SLAs that IT Weapons maintains with its clients, they engaged Dialectic to develop a thinking skills-based solution that would accomplish three goals:
1. Help users familiarize themselves with their new workstations.
2. Reduce helpdesk calls, and
3. Facilitate a positive reception of a new computer system.