Salesforce

Technology Use Case

CHALLENGE

COVID-19 presented Salesforce with a unique and challenging opportunity to completely re-imagine their events. With a long track record of successful, and engaging events – primarily known for networking opportunities – Salesforce had to rapidly answer 3 key questions:

1) What do users expect from a virtual event?

2) How can we make sure we deliver a superior experience – both in technology and content?

3) How do we capture and re-create that Salesforce Event Magic?

SOLUTION

Due to the need for rapid deployment, Salesforce engaged LIFT to conduct a series of agile in-depth interviews to evaluate the TrailheaDX prototype. LIFT recruited participants who matched the audience persona and conducted UX interviews to evaluate the prototype for discoverability, navigation, and intuitiveness. These interviews resulted in actionable next steps for the Salesforce UX Team to optimize the virtual event and deliver a superior experience, complete with Salesforce Event Magic.

RESULTS

LIFT executed this research, start to finish, in just 5 days.

  • 23 positive user experiences identified with +90% of panelists reporting a great user experience.
  • 28 user experience improvements identified generating 13 design optimization recommendations.
  • 22 Salesforce stakeholders from 4 departments.
  • 1 prototype evaluated with 3 distinct experiences (pre-event, during-event, post-event).

OVERVIEW

Salesforce is no longer just a CRM software company. Over the last several years, Salesforce has expanded into a wide variety of software and business intelligence tools. Beyond the SaaS offerings, Salesforce has become known worldwide for their industry events. Salesforce events are more than sales opportunities or tradeshows, they’re a complete experience. Salesforce hosts a variety of events throughout the year, culminating in Dreamforce, the largest software conference in the world.

TESTIMONIAL

“Users and analysts had a tremendously positive response to our rollout of TDX and we believe that the responsive, iterative approach [LIFT] took to the research was largely responsible for that. Thanks for your partnership!”

Katie Wornson,
Senior Manager of UX

El Paso Independent School District

Education Use Case

CHALLENGE

In response to the COVID-19 Pandemic impacting education nationwide, the El Paso Independent School District was forced to close schools and offices and rapidly migrate all operations to a virtual environment. Due to security concerns, their existing platform was unable to support their needs, requiring a 10-day rapid transition to Cisco Collaboration tools.

SOLUTION

EPISD engaged the Cisco account team to provision Webex licenses for administration, faculty, staff, and students. The Cisco team immediately brought in the LIFT team to deliver the necessary tools for EPISD to rapidly implement the Webex solution. In just 7 days, the LIFT client services team conducted stakeholder enablement and planning sessions to determine workflows and user groups; provided bi-lingual training guides, videos and communications plans to students, faculty and staff; and delivered virtual training sessions to end-users.

RESULTS

  • Webex is now the primary channel for teaching, administration, and operations
  • 56,000 Students, and 9,000 Faculty and Staff, resumed classes and operations in 10 days
  • Working remotely, teachers successfully learned to share and annotate content, allow class participation, and engage students
  • Over 30 executive and leadership staff learned to use Webex for critical educational continuity
  • 2,077 meetings hosted prior to districtwide launch
  • 37% video enablement and 2.7 participants per meeting indicates a move toward optimizing meeting effectiveness

TESTIMONIAL

“I was expecting the transition to Webex to be a very painful experience, but with the support of LIFT, the whole project was executed seamlessly.”

Alice Ramos, CIO
El Paso Independent School District

OVERVIEW

The El Paso Independent School District (EPISD) consists of 85 schools serving over 55,000 students and employing over 8,000 people. The district is an ethnically, culturally and linguistically diverse community focused on providing engaging and challenging learning; building a strong support system; and modernizing the learning environment.

University of Maryland Baltimore County

Education Use Case

CHALLENGE

In response to the Covid-19 pandemic impacting the University community, the University of Maryland Baltimore County (UMBC) needed to quickly shift over 13,000 students to virtual classrooms as well as create on-line operational services for over 8,000 employees to ensure business continuity.

SOLUTION

UMBC leveraged Cisco Collaboration Solutions to facilitate learning from home and as the primary channel for people to collaborate on University operations. The Cisco team engaged with LIFT to deliver the necessary tools for UMBC to rapidly implement and rollout the Webex solution to faculty, staff, and students.

RESULTS

  • Successful deployment of virtual classroom in 1 week
  • Faculty and Staff are utilizing Cisco collaboration tools in alignment with UMBC standards
  • 10% increase, greater user satisfaction with more stable and predictable use of collaboration tools for meetings and events
  • Increased Stability and Use of full suite to include secure mobile access
  • 25% growth in number of virtual meetings held as a result of the adoption of the tools

TESTIMONIAL

“With the help of Cisco and LIFT, UMBC has created a plan to execute the orientation advising model virtually.”

Kenneth Baron,
Assistant Vice Provost for Academic Advising and Student Success, University of Maryland, Baltimore Campus

OVERVIEW

The University of Maryland Baltimore County (UMBC) is a public research university. Established as a part of the University of Maryland System in 1966, the university became the first public college or university in Maryland to be inclusive of all races. UMBC has the fourth highest enrollment of the University System of Maryland with 13, 600 students enrolled during the 2019 school year. The university is divided into three colleges, three schools, as well as its graduate school.

Nation’s Largest Utility

Public Sector

CHALLENGE

The COVID-19 crisis forced social distancing and remote access procedures into the public meeting process for the nation’s largest municipally-owned utility. The utility needed to quickly provide a seamless transformation from in-person meetings to a digital, virtual board meeting while retaining a secure environment, procedural compliance, and the traditional experience.

SOLUTION

The utility contacted LIFT to help run 12 meetings while simultaneously transitioning all roles and processes to utility personnel. In parallel, LIFT provided secure virtual worker improvements so that gains were made in both efficiency and effectiveness.

RESULTS

LIFT successfully ran the Commissioners Board Meeting under emergency conditions with just two days’ notice. LIFT provided:

  • A secure meeting environment
  • Procedural adherence
  • Improved government and private contractor employee satisfaction a
  • COVID-19 safety compliance

TESTIMONIAL

“LIFT has been a great partner in showing us how to ensure we understand how to use our Cisco technology for maximum business value.”

Utility CIO

OVERVIEW

The customer is the nation’s largest municipally-owned utility employing over 9,000 people and providing water and power to over 4 million residents and businesses for more than a century. The utility is governed by a five-member Board of Commissioners who meet bi-monthly in a highly procedural, public forum.

Portland Public Schools

Education Use Case

CHALLENGE

The COVID-19 crisis forced social distancing and remote access procedures into the Portland Public Schools (PPS) Board of Education meeting process. The school system needed to quickly migrate to a virtual environment while still offing offering organized public comment and streaming to its constituents in real-time.

SOLUTION

LIFT helped the technical staff and board at PPS define meeting elements, design a workflow, and assign roles to manage those elements. This approach maximized the WebEx meeting and events platform and ensure that PPS was able to conduct their board meetings without disruption.

RESULTS

LIFT provided documentation and trained executive staff, board members, technical staff, and participants on how to conduct virtual meetings that met the needs and protocols of live meetings to:

  • Provide a secure meeting environment
  • Ensure a seamless user experience for board members and audience
  • Maintain community engagement standards
  • Comply with COVID-19 safety standards

TESTIMONIAL

“Thank you so much LIFT for all the work you did to help us pull this off.”

Don Wolff, CTO
Portland Public Schools

OVERVIEW

Portland Public Schools, founded in 1851, is a K-12 urban school district in Portland, Oregon. With more than 49,000 students in 81 schools, it is one of the largest school districts in the Pacific Northwest.

Shared Services Canada

Public Sector

CHALLENGE

As a division of Shared Services Canada, the Canadian Intergovernmental Conference Secretariat (CICS) organizes conferences and calls for high-level government officials. Since these events are usually for ministers, they must include simultaneous interpretation which is provided by the Translation Bureau. During the conference calls, interpreters were experiencing acoustic shock causing hearing impairment for one or more interpreters.

SOLUTION

The Translation Bureau hired an audio engineering firm to conduct a remote interpretation quality assessment by analyzing parameters which affect sound quality such as the frequency response, the clarity of the audio, the signal to noise ratio, and the amount of distortion outside of the cut-off frequency. The final source analysis report concluded that Cisco Webex and Jabber were the best tools for CICS to adopt.

LIFTinnovate was engaged to ensure the smooth, organized, and rapid adoption of collaboration tools within the Translation Bureau. LIFT provided communications plans to support the rollout, quick reference guides in both French and English, performance metrics and continuous improvement opportunities

RESULTS

  • Enhanced clarity and performance with 98.6% VoIP connections
  • Decreased phone costs by reducing operator-assisted conference calls by 80%
  • Webex minutes have increased by over 57.58% between January and May 2020
  • Zero new reports of acoustic shock from interpreters despite significant increase in activity since the beginning of the COVID pandemic

TESTIMONIAL

“Testimonial text”

Name, Title

OVERVIEW

Shared Services Canada is the Canadian Federal Government’s purchasing organization. All Federal divisions, some Provincial and Native Peoples can buy goods and services through SSC. SSC’s clients are government agencies who look to SSC for their knowledge and leveraged contracts. SSC serves more than 150 departments and approximately 400,000 government employees.