Business Driver A major global financial service firm was migrating 19,000 users from Lotus Notes to Microsoft Outlook. The goal was to minimize calls to the helpdesk from the migration and create a cultural shift toward a self-empowered, community focused workforce. Users at the firm were accustomed to a high degree of individual support from the technology organization, so technology management was looking for creative ways of supporting the transition away from individualized training. Approach The Trexin team worked closely with the client to design and build an Outlook Self-Service site that served as the first level of support for the transition. The site was a forum for announcements and alerts, including a community discussion board and knowledge articles. The commu

Join for free to read