Strengthening Service

Challenge

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
3. Facilitate a positive reception of a new computer system

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“It means everything knowing that Dialectic’s methods are backed by real scientific research and well-established learning principles, not just today’s latest trends and buzzwords.”

Solution

A self-paced digital learning app installed on each new computer that takes users on an interactive tour of their new workstation and the available IT support resources.

After a collaborative analysis with the IT Weapons service delivery team, we determined that their end users would benefit from a digital self-learning tool. To ensure convenience and accessibility, the learning module would be packaged as an easy-to-launch app, pre-installed on the user’s Windows desktop. Most importantly, the learning content would be presented in plain language to boost client engagement.

We developed a comprehensive eLearning simulation of each component of a new computer workstation service to help users understand the product from top to bottom. Using a story-driven approach and simple, non-technical language, we created an interactive learning experience that was both accessible and intuitive for users, and easy for IT Weapons to deploy.

Result

The IT Weapons helpdesk reported a significant reduction in helpdesk calls, and the client user satisfaction rating for project rollout was greater than 92%.

The eLearning module developed for IT Weapons helped users of all skill levels to get the most out of their new computer workstations, and it enabled IT Weapons to deliver a positive product launch experience to more than 250 users across Canada. And because helpdesk calls were reduced, IT Weapons was able to focus support resources on high-priority issues coming from the rest of their managed IT services clients across Canada.

Jeremy MacBean - Director of Business Development

“The team at Dialectic is creative, collaborative, and always sensitive to our business needs. From the initial idea phase where they helped us to articulate the kind of learning solution we needed, all the way to the final deliverable date when we first launched the module for a client, their work was top notch. It means everything knowing that their methods are backed by real scientific research and well-established learning principles, not just today’s latest trends and buzzwords. Feedback from our team internally and from our clients has been tremendous.”