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Challenges of deskless workers include the following un-served needs: Communications is predominately via hard-copy, interoffice mail. Deskless workers receive info via home mail, interoffice, bulletin boards, etc. Performance & training is lacking or often a paper based process. Line worker needs to be able to track necessary certifications training, etc. Line Manager needs to track completion of training and production capabilities of staff. Staffing and scheduling is a manual, time-consuming task. Labor intensive for the scheduling manager and communicated via bulletin boards, etc to the employee. Safety & compliance is paper based. No confirmation of receipt of alerts/guidelines HR/Benefits support and/or inquiries are typically manual interactions to submit service request forms, ask questions and receive company information. It is a “track it down” process: Locate the department, figure out which forms to be filled out and make an appointment or stand in line. Cannot confirm receipt of safety guidelines and alerts Cannot access training materials on-site for skills advancement Does not have access to performance-based tracking Managers use manual and time-consuming processes to train and manage staff Example Field Services: Customers frustrated when field technicians don’t show up on time or don’t get the problem fixed on the first visit Anytime, anywhere access to applications to help field technicians get the job done faster Adding staff to meet demand; limited self-training and collaboration tools hinders new hire productivity Dispatch or Work Order systems only way to communicate Difficult to track HR compliance, such as completion of safety and compliance training or confirmation of email receipt Example Retail Workers: Millennials communicate differently, preferring texting and social tools over email and telephone Some shoppers are more informed about products and promotions than store workers Company communications are predominately via hard-copy, interoffice mail Employee training is often paper-based and difficult to track compliance Staffing and scheduling adjustments are manual and time consuming Safety and compliance are paper-based processes. No confirmation of receipt HR/Benefits support and inquiries are typically manual interactions Impact your business with Office 365 Kiosk + Yammer Enable employees to champion new services and business models, improving time-to-market Introduce enterprise social tools for cross-company collaboration and bottom-up feedback and knowledge sharing Facilitate new hire onboarding, self-training, and safety compliance to accelerate new services Empower employees to delight customers with personalized services and experiences Provide anytime, anywhere access to company and service information for faster customer responses Use modern devices and apps to enhance customer experience Improve productivity of all employees to increase operational eff
Citation preview
No dedicated PC
Needs access to information
Task oriented
Customer facing
Dispersed
Specialized devices
Desklessworkers
Challenges deskless workers face
Communications via hard-copy, interoffice mail
Training is time-consuming, often paper-based
Timely access to customer/product information
No HR confirmation receipt; alerts & compliance
Limited collaboration or bottom-up feedback
Office 365 Kiosk for Deskless Workers
Introduce enterprise social tools for cross-company collaboration
Facilitate new hire onboarding, self-training, and safety compliance to accelerate new services
Use modern devices and apps to enhance employee and customer experience
Provide anytime, anywhere access to information for faster customer responses
Manage operational tasks and forms online to increase operational efficiencies
Equip all employees with low-cost email for improved company communications
Impact your business with Office 365 Kiosk + Yammer Enterprise
Provides a familiar user experience, avoiding training costs
Supports key compliance and privacy requirements
Simplifies support of a single platform, reducing support and help desk costs
Helps increase confidence that documents will retain formatting and fidelity when sent to others
May not require 3rd party products for archiving, directory sync, other
Provides key social and collaboration capabilities to work productively with colleagues and partnersComparative
advantages of Office 365 vs. other cloud products
A day-in-the-life of a retail store associate
Introducing Sara
Sara uses her smartphone
to read emails from the
store manager and HR.
Before the store opens for the day,
Sara checks the company
portal, The Contoso Times,
to scan company news,
learn about new
promotions/products, and
read the CMO’s blog
about new innovative
products.
Retail store associate
The Contoso Times
She uses a tablet device to
personalize the customer’s
experience – she accesses
buying history, searches
for answers to questions,
recommends products,
and emails a receipt that
includes a thank you note.Print Receipt Email Receipt
Sara welcomes her first customer into the store.
Retail store associate
She uses a tablet to pull up
the product. She hands the
tablet to the customer so
he can watch a quick
demo. After interacting
with the virtual product, he
decides to buy. Sara
upsells an accessory and
processes the order for
delivery.
Sara’s next customer wants a product that is sold out.
Retail store associate
Sara checks Contoso’s social
network. She posts to a
peer discussion about the
best ways to cross-sell
accessories.
While on break,
Increasing your sales
Increasing your sales
Increasing your sales
$+
Retail store associate
Sara accesses the
company knowledge base
from her tablet device to
address questions and
enhance her customers’
in-store experience.
Back at the store,
During a slow period,
Sara watches an online
training video about next
month’s promotion and
new product rollout.
Retail store associate
Media Play house
KB 2341 - Set top box set up - controller compatibility with XBox..
Contoso/portals/…/KB/KB 2341 – Set top box Set Up – Controller Compatibility
- XBox360 entertainment systems.pptx
KB 2768 - Set top box set up - controller compatibility with XBox..
Media Pro 1500 Set Top Box Installation Guide.docx
Contoso/portals/…/KB/KB 2768 – Set top box Set Up – Controller Compatibility
- XBox360 Kinect entertainment systems.pptx
XBox360 – Official Site – Xbox.com
Entertainment is More Amazing with Xbox. Official site of Xbox 360 +
Kinect. Xbox LIVE, social, games, video, music, supportwww.xbox.com/en-US
Xbox Live
Kinect
Support
Where to buy
Videos for Media Pro 1500 Set Top Box Set Up
Setting up the Media Pro 1500 Set Top Box is easy with this simple How-To installation…
. Contoso/portals/…/Media Pro 1500 set-up.docx
Setting up the Media Pro 1500
Step-by-Step instructions
Compatibility issues with XBox360
KB 2341 - Set Top BoxIntro: New Hires
Vacation Requests
New Hire Training for Store Associates
Required for all new store sales reps. Training on
the basics of your job requirements, store
schedules, product knowledge, and customer
service.
Return PoliciesNew Hire Training
Customer Service 2Customer Service 12014 Product Update
Winter PromotionsCustomer Service 3Safety Course
After the store closes,
Sara finds the new-hire
referral policy before
recommending a friend.
She checks the online store
calendar for staff meeting
start time.
She submits time-off
request form for approval.
She thanks her peers for
responses to her earlier
post.
Retail store associate
Hear from Office 365 customers… “Deploying Office 365 and Yammer is this
next step in bringing our global workforce
to the forefront of seamless
communication and collaboration while
still operating at the level of speed and
execution we’re known for.”Adrian Steel, European Production Hub Lead and Global
Director, Telefónica
“Today, customer-facing employees not
only have available a faster, more efficient
means of reaching out to each other but
often already have the answers they need
that keep them up to date.”Jorge Gonzalez Ortega, IT Operations and Support
Manager, Cablemás
How does Office 365 enable your
employees to improve productivity
and impact the business?
“Because of the speed that our employees
can now connect and share information,
we have taken significant cycle time out of
all sorts of business processes.”John Hill, Chief Information Officer,
Veyance Technologies
“Office 365 offers everything we need. It is
designed for the kind of environment we
have, with access from around the globe
and different levels of services to match
our employees’ needs.”Daniel Roach-Rooke, IT Infrastructure Manager,
Aston Martin
Example Scenarios using Office 365 Kiosk + Yammer Enterprise
Access all vital company and product information in one place
Using powerful search
tools, employees can
quickly find the information
they need
Anytime access to company
information, including
action orientated content
relevant to role, geography,
and store.
Best experience on Windows 8 tablet and smartphone
Reduce time spent
searching for info
Enabled employees
provide better experiences,
driving increase store visits
and brand loyalty
Reduce printing costs
Benefits/KPIs
Interact socially and share ideas and best practices
Use Yammer groups to help
employees learn from each
other, share ideas, and
provide feedback to other
departments and external
partners.
Engage socially for bottom-
up feedback and cross-
company networking.
Enable employee
collaboration
Improve services and
customer experience with
timely knowledge sharing
Build sense of community;
lower employee turnover
Benefits/KPIs
Customer Service [email protected]
The Customer Service Group connects the sales team, services team, account
managers, and partners to share best practices for optimizing client delivery.
Customer Service Gro…
Sara Davis Customer Service Group
Sara Davis
Introduce Yammer for best-in-class enterprise social network
Deliver company news, executive blogs…
Access knowledge base for timely information
Search capabilities built into
SharePoint help employees
find information more
quickly.
Employees, including those
who work remotely, can
access company sites from
virtually any device to find
guidance on product
specifications and FAQs.
Benefits/KPIs
Help drive sales and
customer service goals
Reduce time to resolve
customer issues
Reduce cost of printing
information such as
product manuals
set top box set up known issues
Media Play house
KB 2341 - Set top box set up - controller compatibility
with XBox..
Contoso/portals/…/KB/KB 2341 – Set top box Set Up – Controller
Compatibility - XBox360 entertainment systems.pptx
KB 2768 - Set top box set up - controller compatibility
with XBox..
Media Pro 1500 Set Top Box Installation Guide.docx
Contoso/portals/…/KB/KB 2768 – Set top box Set Up – Controller
Compatibility - XBox360 Kinect entertainment systems.pptx
XBox360 – Official Site – Xbox.com
Entertainment is More Amazing with Xbox. Official site of Xbox 360 +
Kinect. Xbox LIVE, social, games, video, music
www.xbox.com/en-US
Xbox Live
Kinect
Support
Where to buy
Videos for Media Pro 1500 Set Top Box Set Up
Setting up the Media Pro 1500 Set Top Box is easy with this simple How-To installation…
. Contoso/portals/…/Media Pro 1500 set-up.docx
Setting up the Media Pro 1500
Step-by-Step instructions
Compatibility issues with XBox360
KB 2341 - Set Top Box
Search can prioritize results based on people, topic, type of document
Use Office Web Apps for
browser access to view/
edit Office documents,
maintaining high file
fidelity.
Easily discover self-service training content
Use Office Web Apps for
browser access to view/
edit Office documents,
maintaining high file
fidelity.
Employees can easily find
self-service training docs
and videos - new hire
content, new product
launches, marketing
campaigns, promotions,
store return policies, and
safety procedures.
Benefits/KPIseLearning platform enables employees to search, inspect, and find what they are looking for quickly
Reduce training costs,
including travel costs
Help new hires become
more productive faster
Convenient delivery
reduces time spent away
from customers
Champion new products
and services, accelerating
time-to-market Intro: New Hires
Vacation Requests
New Hire Training for Store Associates
Required for all new store sales reps. Training on
the basics of your job requirements, store
schedules, product knowledge, and customer
service.
Return PoliciesNew Hire Training
Customer Service 2Customer Service 12014 Product Update
Winter PromotionsCustomer Service 3Safety Course
Hover card - view video thumbnails without leaving search page
Receive email alerts and announcements
Send company
announcements explaining
recent changes to business
models. Or alert all
employees during
emergencies (example: bad
weather).
Company-sponsored
employee mailboxes help
ensure employee receipt
with single identity for
company communications
and HR inquiries.
Benefits/KPIsAll employees can have web-based access to email, calendar, contacts, and the company directory through Outlook Web App
Low-cost offering for
workers who previously
may have used personal
email accounts
Ensure receipt of
employee-specific
information
Ability to provision secure
mailbox quickly and
efficiently
Improve company
communications
We are thrilled about our 2014 promotions and hope you are too! Next week we will launch our advertisement campaign via cable
TV, select magazines, and Bing ads. Please complete your promotional training by watching the ‘2014 Promotion’ training videos
on your employee portal.
We are thrilled about our 2014 promotions and hope you are too! Next week we will launch our advertisement campaign via cable
TV, select magazines, and Bing ads. Please complete your promotional training by watching the ‘2014 Promotion’ training videos
on your employee portal. We are thrilled about our 2014 promotions and hope you are too! Next week we will launch our
advertisement campaign via cable TV, select magazines, and Bing ads. Please complete your promotional training by watching the
‘2014 Promotion’ training videos on your employee portal.
We are thrilled about our 2014 promotions and hope you are too! Next week we will launch our advertisement campaign via cable
TV, select magazines, and Bing ads. Please complete your promotional training by watching the ‘2014 Promotion’ training videos
on your employee portal.
We look forward to your help in making record sales this year!
Reina Cabatana
Marketing Manager, Contoso Telecom
2014 Promotion Update
Access email, calendar, and contacts from multiple devices (Windows, Android, iOS)
Manage team schedules
Push shift notifications via
email and Yammer. For
example when someone
calls in sick, relevant people
can be notified and
potentially pick up that
shift.
Benefits/KPIs
Improve employee
satisfaction by working out
schedule changes that don’t
require manager input
Reduce time spent
managing schedule
requests
Enable employees to view
team schedules.
Use web-based forms
connected to SharePoint to
collect and process
submitted data (ex.
schedule trade requests).
Paul
Contoso Telecom
Submit online forms to automate processes
Use SharePoint forms or
develop custom apps to
submit HR/benefit data,
process returns, track plant
inventory, report time,
request time off, order
uniforms, deliver pay slips,
etc.
Benefits/KPIs
Save time processing data
Eliminate paper-based
forms; save printing &
postage costs
Employees can edit rich
standardized web-based
forms on PC, mobile
devices, or kiosk connected
to SharePoint.
Improve employee
satisfaction & retention
Ex. Request Time Off
Deliver company communications in one place (news, executive blogs, marketing campaigns, promotions…)
Discover self-training content (new services, changing store procedures, new product lines…)
Use social networking groups* to learn more and share ideas and feedback
Receive company announcements via company email from work/home/ mobile
Anywhere access to information for timely answers and solutions (in-store customer questions, field installs/repairs…)
Use devices and apps to enhance customer experience (in-store wait queues, product info/demos, sales execution…)
Empower coworkers to share best practices and tips across stores and field services (cross-sell opportunities, product placement, repair tips…)
Use communication and social tools* to build a sense of community; help retain and attract employees
Receive alerts and announcements via company email from work/home/ mobile; ensure receipt
Manage schedules from work/home/ mobile (Dispatch info via email…)
Submit online forms and track compliance to HR tasks (HR forms, uniforms orders, time off requests…)
View employee information from virtually anywhere (new hire packets, HR/benefit docs, pay slips…)
Discover self-service training content (new hires, HR policies, safety/material handling…)
Improve employee productivity to
increase operational efficiency and
help reduce costs
Empower employees to delight
customers with personalized services
and experiences
Enable employees to champion new
services and business models,
improving time-to-market
Impact your business with Office 365 Kiosk & Yammer
*Some social capabilities require Yammer Enterprise which is included in SharePoint Online Plan 1 & 2, and all E plans. Yammer Enterprise can be purchased standalone and added to the Office 365 Kiosk Plan
Appendix
Example Solutions with Office 365 Kiosk & Yammer Enterprise
Industry Roles Solutions
Manufacturing Plant/ shop floor
workers
Warehouse/ shipping/
distribution clerks
Service and maintenance
technicians
• Meet safety training and reporting needs
• Use social tools to find production experts
• Access knowledge base for field technicians
• Automate part ordering during service calls
• Manage work orders and scheduling
• Receive equipment alerts and company news
Retail and
Hospitability
Retail associates
Hotel front desk clerks
• Search and access product information and demos to enhance customer experience
• Share product placement tips and other sales best practices across stores and regions
• Use social tools to build a sense of community
• Push shift notifications via email and Yammer
• Provide pay slip or other information to employees electronically
Government Military and emergency
workers
• Enter data about field incidents such as traffic accidents and citations
• Distribute public announcements and emergency information
Healthcare Paramedics
Maintenance staff
• Access online training programs via portals to develop job skills. Keep care providers
updated on the latest techniques, policies and procedures
• Enter data about care services provided to patients
Telecommunications Retail associates
Field technicians
• Use social tools to share service tips
• Access knowledge base for field service and repair
• Facilitate field dispatch information via email
Financial Service Bank tellers • Share information about new financial products and promotions
• Access online training programs via portals to develop job skills
• Allow compliance officers to maintain control over email from all employees
Office 365 Offering: Plans That Fit Your Users
Enterprise Information WorkersDeskless Workers
*Many of the Office 365 services are available standalone. However SharePoint Kiosk is not available standalone.
Rich features
provide full
messaging and
collaboration
capabilities that
employees need
Low-cost offering
for workers who do
not have a
dedicated PC and
messaging and
collaboration
capabilities today
Office 365 Kiosk Plan
Exchange Online Kiosk:
Each plan has the same 99.9% financially-backed
uptime service level agreement (see Office 365
SLA here) as other Office 365 plans and includes
the robust security and high-level support you
expect from Microsoft
Flexibility with pay-as-you-go pricing options;
give your people access to only the services
they need
Combine these plans with other Office 365 plans
for greater IT control and efficiency
Add Yammer Enterprise for Social
• Yammer is the first and most powerful Enterprise Social Network.
• Yammer transforms the way we work together.
• Yammer Enterprise is included in SharePoint Online Plan 1 & 2, and all E plans.
• Yammer Enterprise can be purchased standalone and added to the Office 365 Kiosk Plan.
• Yammer delivers value across 4 key business scenarios:
Find experts quickly from your mobile device
*Lync Online available in
Office 365 E plans or
standalone.
With Lync Mobile App*,
employees can search for
available product and
services experts with
presence indicators and
start an instant messaging
(IM) session on their mobile
device.
Reduce ongoing costs of
traditional phone systems
Save time finding the right
person; Resolve customer
issues faster
Support ‘bring your own
device’ IT strategy
Benefits/KPIs
Lync is familiar and engaging, across a
variety of mobile devices and platforms
(Windows, Android, iOS)
Store #99 Manager
