allfields were approached by Ministry of Economic Development to work closely with their team in delivering a huge change for MED staff, the transition from desk phones to soft phones with integrated voice mail and instant messaging.
the approach
This was a large infrastructure project for MED – a lot of work was being done behind the scenes – so Allfields took to understanding the impact on staff, and importantly start the massive effort of scheduling staff, using allfields tool cognise.
Cognise
Cognise was a revolution, the most important aspect was, with just a small amount of configuration, MED staff were able to enrol themselves into a course that was for their floor. It was a scheduling nightmare with floors only able to be cut over to the new system on particular dates. However, self selection of training dates, and the incredibly easy to use Cognise, meant there was 92% attendance at all classes. This is a fantastic achievement.
Floorwalking
The course was short, only one hour, and of course not all the features could be taught, so MED staff enjoyed Allfields trainers visiting them at their desks for any final set up required or to answer questions.
the result
MED staff took a while to warm to the idea of changing to soft phones, and it was a project that was a while in the making, ultimately though – the viability of staff availability, instant messaging and files recording voice messages
