When we first decided to switch to Google Apps from Lotus Notes/Domino, we planned on using a typical IT deployment process. As a global company, JohnsonDiversey (JDI) conducts "go-lives" in its IT environment almost weekly, and therefore we are all old hands at managing rollouts to achieve a smooth technical transition and minimize business disruption.
Given that Google Apps would impact all of our 12,000 global users spread across 168 locations and 70 countries, we made two assumptions. First, we thought a phased migration would be best. We planned to migrate employee data and continue to support our two legacy local email clients at the same time. Second, we’d staff a command center to handle the flood of calls from employees trying to learn the new system.
Both assumptions proved totally wrong.
As we delved deeper into our migration planning and learned from our early adopters, we realized that we would be better off using a big bang approach. One major reason is that getting everyone onto a single system faster reduces the largest pain of having co-existence of two systems for any amount of time.
Google Apps is helping JDI, as a global company, communicate and collaborate better from a single platform. Under our old Lotus Notes/Domino system, even simple tasks like booking meetings were difficult, because employees could not easily see the details of someone's availability, an agenda or other participants. People’s inboxes were also filling up when they were traveling. With Google Apps, we realized we would solve many problems at once (read Part I of our story here).
What did we actually end up doing? We provided Apps to early adopters who became business champions – and ultimately helped others if they ran into issues. We decided to support only the web interface and provided early access prior to go-live to mitigate login issues. We also provided tools for self-service migration and put up a Google Site providing a centralized point of information. We offered global deployment support for the first two days after go-live.
Since deploying, we've received some nice feedback and results:
- one employee told us "this is the first project that IT did for the users rather than to the users"
- our help desk volume has substantially dropped from our legacy steady state call volume and most of the questions are "how-to"
- our department has more time to work on strategic initiatives
You can watch a bit more about our success with Google Apps here:
Brent Hoag, Director, IT, JohnsonDiversey
