Posted by: kurtsh | February 24, 2021

CASE STUDY: How Microsoft employees are doing more with Microsoft Teams

imageIn the age of remote work, collaboration is the name of the game. Here’s how Microsoft Teams has helped teamwork and productivity skyrocket inside Microsoft:

As she dove in, she quickly recognized something was missing—the experience customers had when going from one Microsoft Teams account channel to another wasn’t standardized. This meant that customers who worked on multiple accounts had to learn how a new channel worked every time they switched channels. Additionally, when a Microsoft customer account executive created a team for their territory and a channel inside that team for each customer, they couldn’t port over content from old channels.

In Townsend’s part of the sales organization, employees would create separate Microsoft Teams channels for each account executive and client they were working with. The challenge was that they were naming these channels based on the account executives who oversaw these customer accounts. However, when account executives moved to new solution areas or roles, it was impossible to move these teams. Often, the knowledge collected by the team was siloed, making it hard for account executives and customer success managers to find what they needed.

Townsend wanted to create patterns so the sales reps that she managed would have a consistent experience in Microsoft Teams, regardless of who was leading the account. That way, account team members could demonstrate the power of Microsoft Teams as a collaboration tool when talking to customers.

“We wanted a standard channel structure that account team members could rely on,” she says. “That way, there’s continuity and standardization when new account team members were assigned to a Teams channel.”

Her persistence in solving this challenge ultimately inspired the creation of Teams Command Center, a tool that Microsoft Productivity Studio and certified partner Avanade are building to empower teams across Microsoft to collaborate at scale using Microsoft Teams.

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