Upgrading to Microsoft Windows 7, Office 2007 or Office 2010 requires a calculated and strategic deployment plan, no matter your company size or rollout method. Preparation is vital to a successful transition. Using the information and data points we’ve culled from many successful migrations with our mid- to enterprise-size clients, we have organized this collection of best practices and common occurrences:
Most Common Support Calls
Many corporate workers have been using Windows XP for some time now, so a learning curve with Windows 7 is inevitable. Below are some factors that will affect your employees’ productivity with the new operating system:
- Elimination of the Quick Launch toolbar and the Vista sidebar (if applicable)
- A new taskbar with icons only
- Changes to auxiliary apps like Windows Movie Maker and Windows Mail
- New features like Federated Search, Windows Mobility Center, Aero Peek, Jump Lists
Best Practice – Provide a blend of self-paced training and on-demand live support throughout all phases of deployment. Downtime is costly.
As for Office 2007 and Office 2010, its radically different interface and incorporation of the ribbon throughout all applications including Outlook in Office 2010, will result in an even steeper learning curve. The design is such a departure that your employees will hit snags just trying to figure out how to perform basic tasks like saving and formatting. Here are some of the more frequent types of tasks end-users struggle with initially:
- Inability to customize the Ribbon and Office bar
- Finding infrequently used features
- Confusion resulting from the new version’s contextual menus and mini-toolbars
- Macros being disabled
- New file formats and “compatibility” mode
- Understanding the new multiple template types
Best Practice –With Office 2007 and Office 2010, the hard part will be getting end-users back to the point where they can complete the tasks they have done for years without issue. The bulk of that work needs to be done prior to deployment or within the first few weeks after installation. Provide pre-migration training, plus on-demand, expert support during and after launch. Without such measures, your in-house IT staff will likely be bombarded with calls, which will take them away from more critical migration issues.
Call Volume
The magnitude of support needs when a new software or OS hits a desktop environment almost guarantees that internal IT staff will be overwhelmed. Besides the increased call volume, once the callers connect to IT, it is unlikely they will get the assistance they need; most help desk generalists do not have the knowledge, experience or training to solve the range of upgrade questions. An inundated help desk means longer hold times, more call backs, a higher call abandonment rate, increased downtime and decreased service levels.
Here’s a snapshot of migration call volume:
- It will remain linear throughout the migration, with peaks cresting most noticeably during the initial installations.
- During months 1-3, our clients have experienced a 50 percent spike in “how-to” support calls. You can expect the same.
- The number of calls will begin to decrease at about month 4, and will continue to lessen through month 6, when the volume drops to 30 percent.
- After six months, levels will return closer to those experienced pre-deployment.
Best Practice – Evaluate the skill levels of FTEs and/or current outsourcers surrounding the newer and previous versions. Often the costs associated with training existing or extra staff to reach the expertise level needed in such a short amount of time is challenging. Consider a best-of-breed migration partner that employs Microsoft-certified consultants across all versions, is available 24 hours a day, 7 days a week, and charges only according usage can be the more efficient and cost effective choice.
Jenny Sweeney Uncategorized deployment, Microsoft, Microsoft Office, Office 2007, Office 2010, upgrades, Windows 7
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