Supporting new ways of working at Fluxys
As a modern company, Fluxys invests in hardware and software to drive productivity. It evolves more and more to a digital workplace. That means much more than simply implementing solutions like Office 365. Their Digital Workplace Manager Jerôme Van Der Meerschen wants to get the organization ready for entirely new ways of working. In the end, whether the efforts and investments are successful comes down to the end users. They need to acquire the necessary knowledge and skills. That is where we come in.
After a traditional training, people tend to struggle with applying the course content to their own work situation. Our Digital Coach Service offers a solution to this problem by listening to the employee’s story and addressing their specific questions. With a yield return of about 100%, the Digital Coach Service drives much better results than a standard training. “Of course, we haven’t completely eliminated our usual trainings”, Jérôme Van Der Meerschen explains, “but our coaches can now advise us on which trainings in our portfolio are useful for specific end users.” A personal needs diagnosis and assistance with putting new information into practice also improve the efficiency of the company’s normal trainings.
Thanks to an information campaign, the threshold for Fluxys’ employees to contact our coaches was very low. “Our people have already made it a habit to contact the Digital Coaches whenever they need to know something”, Jérôme tells us.
Fluxys’ employees get in touch with our Digital Coach team every day. For this, they have a variety of touchpoints: e-mail, chat messages and face-to-face interactions. Regular exchanges are proving to be a very useful habit. Questions these days are no longer limited to classic software tools, such as Word, Excel and PowerPoint. Tools like Teams, SharePoint and OneDrive are pillars for an effective, modern way of working everybody is highly motivated to simply get it right.
Not only the staff at Fluxys’ headquarters regularly ask our coaches for help, but also employees in other offices in Belgium and even Germany, Switzerland, France and the UK.
Beyond mere assistance
Every week, our coaches host Inspire Sessions in French, Dutch and English. During these short sessions, they keep their audience engaged and show participants new techniques and tools in Office 365. This way, they’ve taught Fluxys’ employees how to collaborate on SharePoint files, how to keep their inbox under control, how to extract data in Excel and transform them with Power Query, and how the latest functionalities and mobile applications work.
During the Inspire Sessions, our coaches let participants reflect on what they’re doing now and how they could improve their way of working. We often notice that session participants tend to be ‘stuck’ in their old habits and don’t realize that they could save a lot of time by using new techniques.
New ways of working
After an Inspire Session, participants can contact the coach team for a one-on-one session on how to integrate these techniques in their their work routines.
The number of employees who ask the Digital Coaches for advice continues to grow. They’re usually looking for an alternative to overflowing mailboxes or a way to share and use files easily on multiple devices. The Digital Coaches present a solution that fits their needs and provide a connection between the technical teams and the end user. Office 365 includes all the applications people need to communicate and collaborate efficiently. The Digital Coach Service makes sure they select the right tools and learn how to use them. To Jérôme Van Der Meerschen’s delight, the use of Teams for communication and collaboration has increased exponentially.
“I have access to the team’s reporting tools and can follow up on all their activities”, Jérôme says. “The statistics are useful to see which applications people have questions about, or which Inspire Sessions our employees are most interested in.”
The video platform OASE is another powerful tool in Fluxys’ User Adoption plan. Fluxys’ employees use it to quickly find the answer to their questions in short, clear videos in their own language, without interrupting their workflow.
COVID-19 upped the pace
When most Fluxys employees were working from home, the demand for collaboration tools rose spectacularly, and the utility of our digital coaches only became more evident. Our coaches proactively contacted all employees personally and offered help and advice for remote working. With webinar trainings and tailor-made videos on OASE, we made sure everyone was on board with the new way of working.
When people started returning to the office, the coaches were there to guide everyone get used to new infrastructure in the Fluxys meeting rooms works, such as the new Surface Hubs.