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Service Provider AssessmentActivation and Onboarding for Microsoft Teams

2Table of ContentsWho is Mural?. 3What is This Assessment and Who is it For?. 4Objectives . 5The Primary Goal . 6Measuring the Goal . 7Key Process Areas. 9What Next?. 13Mural Corporation 2020. All Rights Reserved.

3Who is Mural?We are strategic and operational experts in helping global ServiceProviders succeed in delivering software-as-a-service (SaaS) solutionsto their business customers. We’ve empowered over 400,000 businesscustomers across 15 years of operational excellence.Mural Corporation 2020. All Rights Reserved.

4What is This Assessmentand Who is it For?Through more than 200 Service Provider engagements, Mural has defined an action andmeasurement-oriented Critical Success Factors (CSF) Framework as the foundation ofoptimizing the performance of SaaS businesses. This framework is the foundation of how ourcustomers achieve a differentiated level of success in their markets.All Mural engagements are built around these 8 CSFs, of which Activation and Onboarding is thestep directly after a successful conversion, but is absolutely critical to ensure maximum value.These Critical Success Factors areThis assessment is directly targeted at the Activation &grouped into three reinforcingOnboarding Critical Success Factor for Microsoft Teams, part ofphases for a business. Plan & Build Sell & Activate Drive Lifetime Valuethe Microsoft 365 / Office 365 suite. It is designed for ServiceProviders with an existing offering who are seekingthe practical steps to take to drive adoption, increase customersatisfaction and reduce churn in order to maximize lifetimecustomer satisfaction, and value.Mural Corporation 2020. All Rights Reserved.

5ObjectivesIn this assessment, you will:1. Understand the primary goal of the SaaS Activation & Onboarding steps and its relationshipspecifically to Microsoft Teams.2. Review how to most explicitly measure the achievement of that primary goal.3. Honestly evaluate your current business against a set of three key process areas that,if embraced and optimized, will drive success against that goal.In all Mural engagements, we leverage the entire CSF Framework to drive success.Please contact us if you’d like more detail on other CSFs or to learn more about Mural.Mural Corporation 2020. All Rights Reserved.

6#1 The Primary Goal ofActivation and OnboardingAn optimized “Activation & Onboarding” CSF - and all associated communications,processes and measurement - is focused on ensuring customers realize a minimum(though hopefully greater) level of product value within the first 60-90 days, whereachieving product value is correlated to influencing lifetime customer value.While the 60-90 day timeline is flexible, Mural’s experience demonstrates that habits,expectations and usage patterns are formed, brand conclusions are drawn, and solidifiedand satisfied customers are most talkative in that period.Take ActionTake a moment to answer the following.Assessment QuestionAnswerDoes your company have a defined strategy and set ofminimum product usage requirements for Microsoft Teamsthat correlates with long-term customer satisfactionand retention?Is your existing Activation & Onboarding process focused ordriven by ensuring customers gain experience with thoseusage scenarios and matches their business objectives?Do you guide customers from more basic to more advancedexperiences in a logical manner, replacing the firehose ofpotential support information with a consumable drip ofwhat’s next?Do you flag and take action to address customers who arenot at your defined thresholds of usage and adoption?Mural Corporation 2020. All Rights Reserved.

7#2 Measuring the Goal Minimum Required Value (MRV)In this assessment, we’ve established a baseline set of MRV features in Microsoft Teams, but beaware that, per the Offering Strategy CSF, these sets should be customized based on customermarket segment/industry for example, a technology consulting firm has a different set of corefeatures than an accounting firm. So while this is a head start, we strongly recommend goingthrough the full CSFs process to ensure that you are following best practices.For Microsoft Teams, a core MRV feature & use-case list is allocated across three customer-userroles: Admin, Team Leaders, and Individual Contributors. Our Activation & Onboarding Goal isto, at a minimum, drive these outcomes.Your target customers may have very different needs and circumstances can dramaticallychange what matters in a given moment. For instance, with the growth in remote workers inresponse to Covid-19, the primary value a customer wants may be effectively hosting webmeetings with desktop sharing.Mural Corporation 2020. All Rights Reserved.

8Take ActionFor each item in the list below, describe what data and insight you have about adoption inyour customer base today? Conversely, if you have your own MRV list do the same for it.Customer RoleMicrosoft TeamsUse Case or FeatureAdminCreate a Team andinvite team membersTeam LeaderCreate Channels in a TeamIndividualContributor(s)Post to a ChannelIndividualContributor(s)Have a team meetingusing Teams synced withOutlook tor(s)What Data / InsightDo You Have Today?Join a teammeeting in TeamsPost a file to a channel andsuccessfully edit in collaborationMural Corporation 2020. All Rights Reserved.

9#3 Key Process AreasThe Key Process Areas are designed to simplify evaluation of current gaps in a CSFs and encouragea bias towards action. Customer Communications & Engagement — focuses on the methodsand frequency of customer communication and other interactions designedto maintain customer momentum with respect to activation, education,and resulting adoption of the Microsoft Teams offering. Education & Training — focuses on both instructor-led training as wellas self-guided training on Microsoft Teams use. Activation Support — focuses specifically on the level and methods ofsupport engagement. Are you there for the customer when, where, andhow they need you? Does your support organization have the requiredlevel of expertise and deliver ‘Wow’ moments that create an emotionalconnection with your customers?For each of those KPAs, a simple matrix is provided below to assess the current state of yourbusiness and what to focus on next.We recognize that many processes are interrelated and therefore one might directly influenceanother, but that does not minimize the power of the focus they provide. In our clientengagements, we leverage this as a starting point from which to define detailed action plans,testing strategies and key measurements. Contact us to learn more.Mural Corporation 2020. All Rights Reserved.

10Take ActionBased on the experience of your current customers, evaluate your organization accordingto your current maturity level.Customer Communications & EngagementMaturity LevelThat Looks LikeYou Should Focus on InhibitedYou’ve got an order confirmationemail and basic instructions onsetup and configuration for theMicrosoft Teams Admin.A series of time-based drip messagesguiding the customer through the setupprocess, pointing to support resources,and offering in-bound support throughregular channels.BaselineA standard set of communicationsis defined with links to thecritical resources necessary for acustomer to self-navigate gettingstarted and attempt to educatetheir Microsoft Teams users.Trigger-based communications thatare driven by customer behaviors (orlack thereof) to guide them throughmilestones including communicationsfocused on driving more value fromthe products/service.QuantifiedCore business data on customersatisfaction, revenue, churn, etc.is associated back to customerengagement with communicationsto determine what content the mostsuccessful customers consume andhow to do more of that.OptimizedYou regularly run cohort-basedA/B tests across messages,content, etc. to maximizeconsumption.Tuning / optimization of communicationschannels (email, phone, text, in app),content types (text, video, PPT) andregular, data-driven testing ofnew messages.Consistently watch for new features orchanges that might require updates toyour process to be ahead of potentialconfusion.Mural Corporation 2020. All Rights Reserved.

11Education & TrainingMaturity LevelThat looks likeYou should focus on InhibitedYou rely on the training helpresources available in theproduct itself and provided byMicrosoft on various portals andexpect customers to discoverwhat they need.Map readily available third partycontent to the capabilities described inthe minimum required value matrix.Leverage existing communicationschannels and assets to emphasizeknowledge on the most critical use cases.BaselineCustomers recognizethey can trust you as areliable referral source foreducational materials, butdo not look to you as theexpert and therefore view therelationship as transactional.Increase the depth of value youprovide by augmenting with educationand training that is unique to yourorganization. Potentially offer webinarsor onsite training (free or paid) andcreate assets like hyper-focused videos( 90 seconds) that are optimized forconsumption.Based on your curated orcustom made content, youactively review data onconsumption and usage. Youmine support ticket data andencourage customers to reachout to you with clarificationsso you can understand whenand how customers are mostreceptive to education.Continuously tune the depth, content,format, and presentation order ofeducational materials. Iterate theeducation experience across industriesand market segments based on earlierCSFs.Customers recognize you asa trusted educational partnerfor their journey with MicrosoftTeams. They turn to you intheir time of need and thetraining/education you offer ishyper-effective, digital, timely,reusable, and, therefore,low cost.Leverage the trusted partner role intoeducation that drives cross-sell andup-sell of additional products, includingcommunications products. Use educationto deepen functional adoption within anorganization such that it forms the basisof business critical functions like clientinteractions.QuantifiedOptimizedMural Corporation 2020. All Rights Reserved.