UC Success Wheel User Guide€¦ · qualify the services that Exactive can offer an end-customer. It includes several tools in order to understand a prospect/client’s business priorities

Copyright © Exactive Limited

UC Success Wheel – User Guide

Date: 25/03/20

Author: Jamie Cole

Version: Draft

Company Name | UC Success Wheel – User Guide 2

Table of Contents

1. Document Control ................................................................................................................................................... 3

2. UC Success Wheel Process .................................................................................................................................. 3

2.1. Readiness Score .............................................................................................................................................. 8

2.2. Pre- Engagement Questionnaire ............................................................................................................ 7

2.3. Home page........................................................................................................................................................ 5

2.4. Project Services with Qualifying Questions....................................................................................... 9

2.5. Dashboard .......................................................................................................................................................11

2.6. Client makes decision .................................................................................................................................. 5

2.7. Project Delivery Phase ...............................................................................................................................11

2.8. CloudUCX -Go-Live ....................................................................................................................................... 5

2.9. Measure Priorities again – Post engagement questionnaire .................................................14

2.9.1. 3 Months after go-live ....................................................................................................................... 5

2.9.2. 12 Months after go-live..................................................................................................................... 5




1. A Successful UC Project has activities in every section to

enable a successful deployment and solution

All of the outside sections have activities that lead to a successful roll-out of Microsoft

Teams. This is a cycle and the customer can come to Exactive at any point on their journey,

however for it to have been successful, they will have needed to complete the activities in

the previous sections also, maybe they have already done that themselves or with a different

partner.

1.1. Culture and Vision

Without defining your vision there is nothing driving the project forward. Without this, it is

difficult to articulate to your people why UC is such a strategic technology and you are likely

to experience resistance.

Without thinking about how the culture of the organisation needs to change, there will be a

gap between the results you’re expecting and the results you actually gain.

1.2. Organisational Readiness

If you haven’t thought about whether the organisation is ready for a UC Project then you are

likely to run into resistance. What is the person who manages the current telephony system


going to be doing in the future? Do you have an updated flexible working policy? Have you

actually tested the technology so you know this will work throughout the business?

1.3. Assess

Assess is important to make sure we understand the current environment and whether that

is ready for UC. Will the network be able to handle the traffic that video and desktop sharing

will bring or does it need to be upgraded? Without doing this you may run into difficulties

with call quality later down the line which gives a bad user experience.

1.4. Design and Deployment

Designing and deploying the solution in a way that is inline with the business requirements is

important so that the end-solution delivers the

1.5. Adoption

Without an adoption strategy, you risk a poor uptake of Teams and a wasted investment. It’s

likely that you’ll have a slower adoption rate and some users just not adopting Teams at all .

A strong adoption strategy helps to increase the rate of adoption which will also speed up

the time it takes to get a return on the investment.

1.6. Aftercare

Aftercare helps us to consider what the client needs from us once the service is live. Without

the relevant support for the solution, the client may run into a scenario where they can’t

support the solution and also don’t have a specialist third party to help them get the service

fixed and working again, which could cause downtime to a critical system.

2. UC Success Wheel Process

The UC Success Wheel is designed to help sales consultants sell Exactive’s services and

qualify the services that Exactive can offer an end-customer. It includes several tools in order

to understand a prospect/client’s business priorities for UC, qualification questions for

complimentary services.


The toolset doesn’t have to be used in order and clients will come to you at different points

on their journey. Sometimes you will go through the whole process, other times you will only

use certain toolsets.

This how-to guide takes you through the whole process, as if you have a client that needs

help right from the start of their journey.

2.1. Home page

The home page outlines the different sections of our methodology. This gives clients context

and helps consultants to determine where is best to start, depending on what the client has

taken into consideration already.

Why? Gain an overview of what is available within the UC

Success Wheel

Audience Business Decision Makers

Action Choose where to start:

• Pre-engagement Questionnaire

• Digital Transformation Readiness

Assessment

• Services Qualification Questions

• Resources

• A specific Section

Pre-engagement Questionnaire

Digital Transformation

Readiness Questions

Qualification Questions for each section

Quote Tool

Y/NProject Delivery

Post-Engagement

Questionnaire (3 month after go-

live)

Post-Engagement

Questionnaire

(6 months after Go-Live)

Post-Engagement

Questionnaire (12 Months after

Go-Live)


Output/Next Action Select starting section.


2.2. Pre- Engagement Questionnaire

The pre-engagement questionnaire helps us understand why the client is considering unified

communications and what business requirements they are looking to address by rolling-out

Microsoft Teams.

It is a short questionnaire to ask the organisation about 5 key drivers for UC.

This also gives us a benchmark against where they are now versus where they are after

project completion. This gives us a meaningful way of being able to measure the success of

their UC project.

Why?

Understand the business drivers that UC helps to address.

Score the clients priorities as a benchmark to see which areas

are most important to address.

Audience Business Decision Makers/Project Stakeholders

Action Ask client to complete questionnaire/Ask client questions

Output/ Next Action Score of where client’s priorities are and how UC can help.

Benchmark score to compare against following UC project. This

helps us to determine the success of the project.


2.3. Digital Transformation Questions

You will see at the top of each section several questions which help us assess an clients

readiness for digital transformation and their UC Project. The scores will be shown on their

dashboard.

Why?

Challenge the client to think about whether they are ready to

undertake this project and they have laid the foundations for

success.

Audience Business Decision Makers/Project Stakeholders

Action Ask questions in each section to assess whether they are ready

for this Digital Transformation. The following order makes

sense:

1. Culture & Vision

2. Organisational Readiness

3. Assess

4. Design and Deployment

5. Adoption

6. Aftercare

7. Solutions

Output/ Next Action Digital Transformation Readiness Score

Help client understand their score and what they can do to

increase their likelihood of success. Including:


2.4. Services Qualification Questions

Each section has professional services or products that align to it. These services are

designed to make sure that you have a successful journey to Teams. In each section you will

see a description of each service and a qualification question. This helps us determine if this

is a service that the client will want to include in their project.

Why?

Build out and qualify the services that the client requires.

These are best practice activities during a UC project to make sure

it is successful.

Clients have sometimes already done this so for each client we

need to understand where they want professional consultancy

from Exactive.

Audience Project Stakeholders/IT Decision Makers/Business Decision

Makers

Action Ask client the qualification questions to qualify the services in or

out for their project

Output/ Next

Action

On the dashboard, you will see which services the client thinks

they will require for their project. You can then build pricing using

the quote tool on the solutions page

https://success.exactive.co.uk/test_ms-quick-quote/


2.5. Resources

Each section has resources that align to it. There are various useful resources to download,

use and read, from white papers, to business case tools, to product overviews.

Why? To add value to the customer, we have provided useful

resources to help them on their UC journey.

Audience Project Stakeholders/IT Decision Makers/ Business Decision

Makers

Action Review resources

Output/ Next Action Download/use as required


2.6. Dashboard

The dashboard shows the results from all the questions available to them. Including their

business priorities (pre and post-engagement questionnaire), their Digital Transformation

Readiness Score, Recommended Services. This gives the client a view of their journey to UC

and provides a lot of insight into where they are on their journey.

Why? A place to view the output of the toolset within the UC Success

Wheel and for the client to keep track of their UC Project

Audience Project Stakeholders

Action See the

Output/ Next Action Visual representation of the scores/outputs from the following

sections:

• Pre-Engagement Questionnaire

• Digital Transformation Readiness

• Packaged Services

• Post Engagement Questionnaire

2.6.1.Digital Transformation Readiness Score

The digital transformation score allows us to show the client where they should focus their

efforts before undertaking the project. Each question has a score, we should focus efforts on

the lower scores to increase the likelihood of success.


E.g. if they don’t have a clear vision, they should articulate that. Or if they have too many

change intiatives going on within the business, ask should they wait before going ahead with

this one, in order to give it the best chance of success.


2.6.2. Post-Project Questionnaire

2.6.3. Pre vs Post-Project Questionnaire Comparison


2.6.4. Recommended Services

The recommended services table is the output from the qualification questions on the

services. It shows which services the client thinks they need for their project and which they

don’t.

Red = Not required

Orange = Required

Green = Exactive completed this service.

Once the client has started their project, the Exactive team will update this to show which

services have been completed and the services will go from Orange (required) to Green

(Completed).

2.7. Customer Decision

Customer will make the decision as to whether or not they want to engage Exactive to help

them with their project.

2.8. Project Delivery Phase

During the Project Delivery phase the dashboard will be updated so that the client will be

able to see which tasks (recommended services) have been completed on their Dashboard.

2.9. Post Engagement Questionnaire


The Post-Engagement Questionnaire is the same as the Pre-Engagement Questionnaire. It is

important to measure business priorities again to see if their UC Project has improved their

scores. In general, the longer that the client is using Teams, the better the scores should be.

If scores are low, this also gives Exactive/client the opportunity to see if we can improve any

areas by seeing where to focus efforts, usually around user-adoption.

Ask the client to complete the post-engagement questionnaire multiple times:

1. 3 months after Teams Go-Live



2.10. CloudUCX Quote Tool

Why? A tool to give clients/partners an indicative price for their UC

Project

Audience Client Decision Makers

Action Complete quote tool fields.

Output/ Next Action Indicative price for moving to Teams and using Exactive


3. Useful information

Feel free to use the UC success wheel as you see fit. It is designed so that you could bring it

up in front of a customer and take them through the questioning. You could also use it in

the background to ensure that you have answered all the questions you need to.

You may find some parts more useful than others, it is designed to be a comprehensive and

inclusive list of tools and activities to help you help your client understand everything that is

involved in a UC project and for you to understand how you can help the client.


It helps us have a repeatable and scalable approach to selling our services, it differentiates us

in the marketplace and takes us to trusted advisor status with the client.

Documents

UC Success Wheel User Guide€¦ · qualify the services that Exactive can offer an end-customer. It includes several tools in order to understand a prospect/client’s business priorities