Telecom business Proximus recently completed a digital transformation process. This required investing in new technologies, for which the company also needed to provide sufficient support. To make sure Proximus’ employees didn’t flood the IT department with support questions, the company asked Xylos for help. Xylos’ video platform OASE played a key role during the project.
Years ago, Proximus witnessed how the market and consumer behaviour started changing drastically. To safeguard their position as market leaders, the telecom business realised they had to undergo a digital transformation. The company’s service offer and their internal operations both sorely needed a digital boost.
“If you want to convince the outside world of the benefits of digitisation and the cloud, you need to integrate these concepts into your own business as much as possible”, says Iris De Coster, the person responsible for the ICT school in Proximus’ Corporate University. “That’s why we decided to change to Microsoft Office 365. It was a huge task, because Proximus has about 12,000 employees and most of them received a software licence.”
Switching to new software doesn’t just require technological knowledge and effort, but also sufficient user support. Proximus’ Corporate University, which organises internal trainings, played a key role in this.
“Because of the size of our company, it was impossible to let everyone attend a training”, De Coster explains. “The staff members who did follow trainings were Proximus employees with specific tasks, such as SharePoint Administrators and a few hundred Digital Heroes. These people are extremely interested in the digital world and like to stay up to speed with the latest technological developments. We’re relying on them to show their colleagues what’s possible with Office 365.”
The fact that not everyone received this training also fits the philosophy of Proximus’ training managers. “We believe in the power of performance support”, says De Coster. “I think it’s more efficient to learn new skills in the environment where you’ll have to implement them. That’s why we chose to integrate instructional videos into the working environment of our employees.”
Training videos about Microsoft Office 365 are Xylos’ specialty. We’ve even got our own product for these videos: OASE, an online video platform with over 1,000 how-to videos demonstrating every possible feature in Office 365.
“If a colleague doesn’t know how to do something in the newest version of Office, they’ll find the answer on OASE”, De Coster says. “They can easily find the link to the correct video. Our Digital Heroes also help out and make sure our employees watch the video they need before they ask the IT department for help. After all, our IT team can’t take care of every single question about Excel or OneNote.”
The biggest challenge is to make sure employees effectively watch the videos to find the answer to their questions. “Old habits die hard”, De Coster confirms. “That much is clear from the way end users use the software: they still save files to their desktops and forward documents as e-mail attachments. The situation is improving, though.”
The telecom company is extremely satisfied with Xylos’ solution. “One of OASE’s advantages is the fact that it’s an SaaS product, maintained and updated by Xylos”, De Coster says. “On top of that, the videos are available in Dutch and French, which helps tremendously.”
“I think it’s more efficient to learn new skills in the environment where you’ll have to implement them.”