The Challenge: Scaling Collaboration Across 35,000 Users

A leading global testing organization with over 35,000 employees faced a common hurdle in their digital transformation journey: a lack of consistent tool utilization. While the organization had deployed the Microsoft 365 suite, they were struggling to move the needle on actual user behavior.

The organization identified several critical barriers to success:

• Stagnant Cloud Utilization: Despite having access to OneDrive and SharePoint, most employees remained tethered to legacy file-sharing methods.

• Underutilized Communication Tools: Microsoft Teams was being used for basic tasks, but the workforce wasn't leveraging the platform's full potential for calls, private chats, or channel-based collaboration.

• IT Support Strain: A lack of self-service training options resulted in a high volume of repetitive support tickets in their ServiceNow portal, specifically regarding basic setup and configuration tasks.

• Language Barriers: Operating across multiple global regions, the company needed a way to deliver Microsoft 365 end user training that was linguistically and culturally relevant to all employees.

The Solution: Brain-Science Driven Microsoft 365 Learning Campaigns

Knowledge Accelerators implemented a 60-day strategy that moved away from "one-size-fits-all" training. Instead, we launched targeted Microsoft 365 learning campaigns designed around adult learning preferences and brain science.

Key pillars of the solution included:

• Microlearning & Spaced Repetition: Rather than overwhelming users with long sessions, we delivered short, focused video lessons. This approach uses "distributed practice" to ensure information is retained and converted into daily habits.

• Multilingual Global Reach: To ensure no employee was left behind, all learning campaigns and microlearning videos were delivered in 8 different languages.

• Just-in-Time ServiceNow Integration: We integrated self-help training videos directly into the company’s ServiceNow portal. This allowed users to solve common issues—like VPN connections and password resets—instantly, without opening a support ticket.

• Behavioral Change Focus: By using scheduled, strategic communications, we focused on long-term behavioral shifts rather than a one-off "information dump."

The Results: Proving ROI with Microsoft 365 Adoption Analytics

By leveraging Microsoft 365 adoption analytics via Microsoft Graph reporting, we were able to measure the exact impact of the 60-day POC. The data showed a dramatic shift in how the 35,000 users interacted with the platform.

High-Impact Growth in Microsoft Teams:

The focus on communication resulted in double-digit growth in active collaboration:

• 23% Increase in Private Chats

• 18% Increase in Channel Chats

• 10% Increase in Teams Calls

• 2% Decrease in Meetings (indicating a shift toward more efficient, asynchronous communication).

Surge in Cloud Collaboration:

The Microsoft 365 learning campaigns successfully moved files into the cloud:

• 66% Surge in SharePoint External Sharing.

• 43% Surge in OneDrive External Sharing.

• 30% Increase in Internal File Sharing.

• 14% Increase in OneDrive View/Edit & Syncing activity.

Efficiency and Ticket Deflection:

Beyond software usage, the organization saw a significant operational win. By providing "Just-in-Time" video support for common tasks, the organization experienced a measurable reduction in IT support tickets, empowering employees to solve their own technical challenges through self-service.

Ready to see similar results for your organization? Whether you need to reduce support costs or boost collaboration, our data-driven approach to Microsoft 365 user adoption can help.