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The End-User Experts Present. BrainStorm QuickHelp eSummit, q4 2013. Tyler Rogers QuickHelp Senior Account Manager Derek Adams QuickHelp Product Manager. AGENDA. BrainStorm Introduction. QuickHelp – ROI Beyond Deployment Monday. QuickHelp – What’s new?. - PowerPoint PPT Presentation
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BRAINSTORM QUICKHELP ESUMMIT, Q4 2013
The End-User Experts Present
Tyler RogersQuickHelp Senior Account Manager
Derek AdamsQuickHelp Product Manager
AGENDA
BrainStorm Introduction
QuickHelp – ROI Beyond Deployment Monday
Best Practices for Leveraging QuickHelp – An Interview with a QuickHelp Customer
QuickHelp – What’s new?
QuickHelp: What’s on the Horizon
Q&A
Prizes Giveaway
BrainStorm Introduction
Introducing: BrainStorm, Inc.
» 18-years of expertise training end users» Millions of end users trained » Thousands of clients:
QUICK START CARDS
6-Page, trifold, durable quick reference
Just prior to or upon deployment
Reduce new interface transition cost/pain
Close the skill gap to intermediate levels
Extremely high usage rates and impact
» BrainStorm Quick Start Cards
INSTRUCTOR-LED TRAINING
Onsite or Online Instruction
Delivered hands-on or demonstration-style
Users learn from live business examples
Novice to expert users
90-Min, or Half, Full and Multi-day classes
Customized curriculum available
“Every trainer sent to us was of the highest caliber; they
had depth of technical knowledge, excellent
training techniques and superb people skills.”
-Robert RocheNYSED, Help Desk/Training Mgr
LIVE SUPPORT: PC HELPSLeading Provider of Expert Application and Device Support for Business Users
Live, on-demand phone support and training, complementing the corporate help desk Certified, US-based experts answer calls, typically within two rings 450+ clients; 1.6M business users currently under contract Over 1,000 Microsoft migrations supported
Sample Listing. All versions/releases of these and other applications are supported.
Applications, Devices, and Operating Systems Supported
Operating Systems
Windows 8Windows 7
Windows XPAll prior versions
Devices
Surface TabletWindows PC
Windows TabletWindows Phone
Microsoft Office
OutlookPowerPoint
ExcelWord
Office 365
OutlookOfficeLync
SharePointSkyDrive
Other Microsoft
Communications/Lync
Collaboration/SharePoint/Exchange
ProjectAccess
BrainStorm QuickHelp™
Accessible: Video training integrated right in the Ribbon
Consumable: Video clips are 1-4 minutes in length
Applicable: Hundreds of video clips per application
Meeting all Points of Need
Support
TeachEnsure
Users Learn
Live PhoneSupport
Onsite Instructor-led
Training
eLive Instructor-led
Training
QuickHelpTM
Video-Based Training
Quick Start Cards
QuickHelpTM Video-Based
training
QuickHelp ROI Beyond Deployment Monday
Adoption is a Process
Affinity and awareness
Deployment Monday
Skill development
Performance support
• Tips-n-Tricks• Quick Start Cards
(w/ Videos)
• Quick Start Cards• Instructor-Led Training• QuickHelp• Live Phone Support
• Instructor-Led Training• Train-the-Trainer• QuickHelp• Live Phone Support
• QuickHelp• Live Phone Support
“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.”-Jack Welch, former CEO of General Electric
This is Thomas
Thomas Was This Happy
…. Fewer help desk calls lately …
»Does that mean people now know how to use the applications?
The Compound Effect
If I’ve saved 5 minutes a week …
Five minutes saved in one week
•4.5 hoursFive minutes saved in one week, every week for
a year
Thomas Compounded
Thomas Compounded
Thomas earns $25 an hour
$6.25 saved each time he schedules his weekly meeting50 x $6.25 = $312.50 per year
15 minutes x 50 weeks = about 12.5 hours – 1.55 work days per year that Thomas can give back
Thomas’ Company Compounded
200 employees, average salary same as Thomas
Each learn computer skills that save them 15 minutes a week
They paid $5,000 for QuickHelp
50 x $6.25 = $312.50 x 200 = $62,500 per year
$62,500 - $5000 = ROI for this example
$62,500 / $25 an hr = 2,500 man hours
Thomas’ Compounding Compounded
End-users will pull learning this much
When learning happens
Messaging Resources
What’s New in QuickHelp
Key New Features
Sharing
New QuickHelp for Office
Key Authentication
Azure Media Services
New Installation Package
And announcing…
Sharing
Demo
New QuickHelp for Office
Same Look
and Feel
Decreased Initial Load Time
Improved Response Times
Smaller Footprint
Key Authentication
QuickHelp2
13
4
5
Azure Media Services
Global Delivery Network
Improved Asset Security
New Installation Package
Single Package
Removed Dependencies
Improved Upgrade Path
Announcing QuickHelp for…
The New QuickHelp Add-in
http://quickhelp.brainstorminc.com/download
Best Practices for Leveraging QuickHelp
QuickHelp Customer Interview
» Kim Reist – IT Service Desk» Texas Medical Association
Kim Reist’s QuickHelp Memes
QuickHelp Customer Interview
» Kim Reist – IT Service Desk» Texas Medical Association
Messaging Resources
Frequently Asked Questions
QuickHelp: What’s on the Horizon
What’s Next?
Global Playlists
Group Support
Assigned Content
New Portal UI
QuickHelp: Q&A
Question and Answer Session
QuickHelp eSummit Prize Giveaway
QuickHelp eSummit Prize Giveaway