Define and deploy a community strategy for mutual assistance on tools and uses O365
Leader and manager of the Ile-de-France public transport network, our client employs 71,000 people who serve an average of 8.5 million customers a day.
The challenges ahead
- Creating emulation and lasting mutual support between users
- Providing a new, complementary support channel for users
- Uniting existing, uncoordinated communities
- Restoring confidence in tools that have been tried but not adopted
Our approach
1. Define a topic and community positioning to stand out from the crowd
2. Set up a Digital Kiosk to support users, with Chatbot and tutorials
3. Define community strategy, deploy services and animate the community
4. 3 O365 consultants and Community manager
5. 6 months project
Les principaux résultats
Overview of collaborative uses
Development of strategy, solutions and definition of the Community Manager position
Coordination and gradual merger of existing communities, consolidation of assets
Yammer tool adopted by the community (launched with over 2,380 members)
Monitoring tool adoption (satisfaction survey), conducting live workshops on O365 tools