End User Training Experts PRESENT:

1. Driving Adoption of Microsoft’s Productivity Software via QuickHelp End User Training Experts PRESENT: Ivor Davies, LCBO System Analyst Zach Bitner, BrainStorm Account Manager Casey Trujillo, BrainStorm Account Manager

2. Microsoft Partnership • Facilitators & Trainers • Microsoft Experience Center (MEC/CIE) • Partner MEC Program • Curriculum and Content Contributors • Office.com • Help in Office product • Office 2010 Buzz Day curriculum • Ribbon Hero content • Productivity Hub

3. Customer Implementations • Fortune 5 Oil Company • Full offering for 80,000 desktops and 15,000 remote employees • Quick Start Cards: Spanish, French, Italian, Chinese, Japanese, German, Portuguese, Dutch • QuickHelp for all employees • Trans Alta – Canadian Electrical power company • Full offering in Canada, Washington State and Australia • 30 days of on-site instructor-led training in all office locations including Australia • Quick Start Cards for 2,000 employees; QuickHelp for 500 power users • Floor walkers (Desk side support) for key stakeholders • EQT Corporation – U.S. Natural Gas and Energy Company • Full offering for remote and on-site employees • 38 days of onsite, instructor-led training in 3 corporate locations • QuickHelp for 1,000 employees • Quick Start Cards for 1,000 employees • Coach – a Leading Marketer of Modern Classic American Accessories • Office 2010 and Windows 7 Quick Start Cards: Traditional and Simplified Chinese, and Japanese • EMC Corporation – Global IT Service Leader • Office 2010 and Windows 7 Electronic Quick Start Card Unlimited Site Licenses: English, Spanish, Italian, French, Japanese, German, Portuguese, and Dutch

4. The Gap Still Exists Thinking about Microsoft Office in general, what, if any, are the biggest areas of pain or frustration you have? • We have great data around what the pain points are over time and it’s not physical deployment • Technical know how for Office is good but knowledge of resources to ease pain is low • Tend to underestimate importance of the basics like End User Readiness

5. LCBO - Background • Organization: • 1,000 employees spread throughout Canada • Upgraded from Microsoft 2003 • Training Goal: To Provide a “Perfect Upgrade” • Ivor Davies • 22 years of IT work within LCBO • Seasoned IT Professional in SharePoint / Business Intelligence / Project Server / Microsoft Office / Virtualization • Social Media Enthusiast (Twitter / LinkedIn / Facebook/ Pinterest)

6. LCBO - Challenges • Challenges: • Instructor-led training too expensive • Using a current LMS for computer-based training/end users not taking advantage • Wanted to take advantage of the Ribbon • Try to minimize help desk training work load

7. LCBO – Challenge #1 Cost of ILT • Budgeting for Training - Up to 17% of your overall project budget* • Most likely budget item to be reduced or eliminated during project negotiations? …………………………... TRAINING • Most likely project plan item from which money is deallocated during an implementation? …….…. TRAINING • Most likely post-implementation review item identified as single greatest determinant of success?............ TRAINING *Gartner 2001

8. LCBO – Challenge #2 Current LMS Length of video Distractedby websites Forget user name/ password Leave Application Looking for Answers

9. LCBO – Challenge #3 The Ribbon On average, only 13% of desktop software features are used. - IDC, 2001 From introduction of Word 1.0 to Word 2003, functionality increased from 50 to 300 menu items and from 100 to 1,500 commands. - Microsoft, 2007 Customers submit feature requests for Office 2003, 80% of which are already in the product. - Microsoft, 2003-2006 Office applications overhaul UI and introduce a Ribbon. - Microsoft, 2007-2010 Longevity is confused with familiarity

10. LCBO – Challenge #4 Help Desk Burden • Analyzing the burden (SAMPLE: 1,000 person org) • The average help desk analyst, serving 1,000 end-users, receives 471 help desk calls per month.* • The average percent of low-levelend-user calls is 25%** • The average cost of each low-level end-user call is $20** • Each year, low-level end-user calls cost this organization roughly $28,260 per help desk analyst. • With as little as a 20% reduction in low-level end-user calls, this organization of 1,000 users would see an annual savings of $5,652 per help desk analyst. * Gartner 8.2009 – ID#G00170174, ** Gartner 2.2010 – ID#G00173790

11. LCBO – Demo • BrainStorm QuickHelpTM

12. Solution – BrainStorm QuickHelp MS Office Ribbon Inside SharePoint Customer Portal Your LMS From the Help Desk Learning Assets

13. BrainStorm QuickHelp: Live Demo

14. What to do next... • Contact your training partner, BrainStorm, to create your adoption training plan • Create the custom-build solution that works for your organization • Identify key internal early adopters BrainStorm Adoption Experts 1.888.909.4244