As a large conglomerate, the business operates with a significant number of brands underneath its umbrella, resulting in different requirements and ways of working across its entities. There was a need to standardise practices, particularly following a number of successful mergers and acquisitions.
For large organisations this challenge can disrupt processes and day-to-day collaboration between teams and departments. As an innovative company, they decided to partner with CTS to drive change and power business transformation with Google Workspace.
The business made the decision to adopt Google Workspace given the platforms advanced capabilities for collaboration and user experience. Working closely with the business’ internal IT team, CTS helped establish efficient processes and drive productivity and collaboration, while increasing Google Workspace adoption.
Together, a Success Plan was created alongside a 12 month project timeline, allowing for easy planning and greater visibility into the variety of initiatives that CTS delivered for them.
CTS delivered a tailored microtraining menu with a regular cadence on a variety of topics that has seen over 200 session registrations. The training supports the business with the adoption of, and enthusiasm for, Google Workspace, increasing their overall return on investment. Topics have included everything from ‘10 Tips for Google Docs’ to a short ‘Introduction to Apps Script’, catering to all levels of experience and appetite for the technology.
The training has been extremely successful and well received with 100% of respondents recommending the training to a colleague. A spokesperson from the company has shared, “So much value for little investment in time. I never thought it was possible to learn so much within half an hour. This has been inspiring and eye opening.”
CTS delivers training for their service desk employees to make sure new hires can resolve queries locally before needing to escalate any issues to CTS’ engineers. As a result, we’ve seen a 32% reduction in support tickets raised to CTS from 2021 to 2022.
Virtual Escape Room
Google Workspace is a collaborative tool and to enhance its use, CTS ran quarterly interactive virtual escape rooms to build enthusiasm for the Google Workspace applications. Making use of Workspace applications, participants solve clues together, with the aim of breaking out of the virtual room. This offers a different training approach and is a great opportunity to further the knowledge of the participants in a fun and interactive way.
For the team, this has helped with the adoption of the Google Workspace Applications and has boosted internal networking, which is important to nurture in such a large organisation. CTS has received some great feedback from the companies’ employees:
“Very nice, it showed a lot of advanced features from the Workspace without needing existing knowledge of those features.”
“We are an international team, so great that our colleagues from the US could join in on this team building exercise. We also learned new functions of the Google environment that will help in our daily work. Francesca fueled the competition between the teams and we were all very keen to win. Thanks for the organisation!”
Google Ambassador Space
The Google Ambassador Space is a collaboration area where CTS’ Senior Change Manager, Francesca Clarke, posts fortnightly tips with the latest Google features so teams around the business can easily keep up-to-date and get the most out of Workspace. Tips are based on new features to Google Workspace, as well as promoting the under-utilised tools available to inspire new ways to use them. So far 40 tips have been issued to the Google Ambassador Space, with more to come!
The Space is also used for the businesses Google Ambassadors to submit questions to the wider community and find solutions together, along with promoting internal events. This has been a great example of Google Workspace driving a culture of collaboration for this large conglomerate organisation.
The organisation was using ServiceNOW integrated with Jira to manage IT support requests internally. This led to some inefficiencies as CTS uses Zendesk as their chosen support platform. This year, CTS used Tray.io to integrate their ServiceNOW instance to CTS’s Zendesk platform removing any dependencies with Jira. This resulted in multiple benefits including:
- Better and more efficient reporting capabilities going forward
- 100% accuracy of ticket source amongst their many brands
- Engineers have visibility of all tickets raised with more CTS engineers able to respond to tickets
- Improved collaboration amongst support teams, especially when dealing with requests that need to be escalated to subject experts in the business