Self service content makes a significant contribution to the adoption of enterprise collaboration apps. This is a collection of examples that have dramatically improved adoption of a wide range of collab apps written and designed by Sei Mani.

1. Ethos, Approach
Always focus on benefits and outcomes
Faster Info SearchCustomer Satisfaction
Faster Info SearchHigher Productivity
Faster Info SearchIncreased Sales
Faster Info SearchReduced Travel Expense
Intangible
Operational
Savings
Reduced absence
Faster comms.
Process Imp.
Faster Info Search
Reduced Email
Peer-Peer Support
Faster People Search
Culture Change
Wellness
Work/Life Balance
Faster Info SearchEmployee Engagement
Profit/
Revenue
Faster time to market
Innovation

2. Classification – Internal
WebEx Customer Success Content
Example Value Proposition (LOB is Retail Store Managers)
Using WebEx to brief hundreds of store managers on
new products and space, range and display changes in
just one hour
Asda is using WebEx to review and sign off its next TV
ad with its creative agencies to avoid travel between
Leeds and London
LIDL is using WebEx and video rooms in regional
distribution centres to make faster decisions on supply
chain issues

3. Classification – Internal
WebEx Customer Success Content
Example Value Proposition (Generic)
Screen sharing
No more ‘what page are we on?’
App sharing
No one sees your entire desktop
Dial back
No numbers to dial or PIN number to
remember
One click
sharing from PPT, Word, Excel
One click
meeting set up in Outlook. No need for
short dial codes
Saves Time
MOST COMMON
Laptop screen sharing.
Work from home or any location
Dial back
No numbers to dial or PIN number to
remember
Super fast joining
Use computer for audio + headset
In your pocket
Use the mobile app with one click to join.
Receive and send screen content.
Avoids Travel
MOST POPULAR
During surgery.
Surgeon uses video to get advice from a
remote expert
Teaching
Universities delivering lectures to distant
disabled students
Job interviews
Video meeting recorded and shared with
colleagues for hiring decision
Mortgage advice
Banks use video calls so customers can
avoid travelling
Delights Customers
MOST UNUSUAL

4. Classification – Internal
WebEx Customer Success Content
Example Value Proposition (Customer Specific)

5. Classification – Internal
WebEx Customer Success Content
Example Offline Content (Customer Specific)
› Poster
› Digital Signage
Sei Mani Promo Poster (Events)

6. Classification – Internal
WebEx Customer Success Content
Example Self Service Content (WebEx)
› Quick start guide
› Branded using
customer’s style
guidelines
› Formats: PDF, JPEG, Jive
document

7. Classification – Internal
WebEx Customer Success Content
Example Self Service Content (Jabber)
› Quick start guide
› Branded using
customer’s style
guidelines
› Formats: PDF

8. Classification – Internal
WebEx Customer Success Content
Example Self Service Content (Jabber)
› How To guide
› Branded using customer’s
style guidelines
› Navigation design
› Formats: Customer’s internal
learning platform

9. Classification – Internal
WebEx Customer Success Content
Example Product Overview (Jabber)
› Formats: Image, PDF

10. Classification – Internal
WebEx Customer Success Content
Example Product Definition

11. Classification – Internal
WebEx Customer Success Content
Example How TO Content (Branded)
› Quick start guide
› Branded using
customer’s style
guidelines
› Formats: Images, web
page

12. Classification – Internal
WebEx Customer Success Content
Example How To Content (Branded)
› Quick start guide
› Context – when to use, when not
to use
› Formats: Images, web page

13. Classification – Internal
WebEx Customer Success Content
Example How To Content (Branded)
› WebEx with mobile devices How
To
› Branded using customer’s style
guidelines
› Formats: JPEG, web page

14. Classification – Internal
WebEx Customer Success Content
Example How To (File sharing app)
› How to register
› Branded using customer’s style
guidelines
› Formats: JPEG, PDF

15. Classification – Internal
WebEx Customer Success Content
Example Value Proposition (Salesforce Chatter & Jive)

16. QUESTIONS?
Leon Benjamin
+44 7974 766615
leon.benjamin@sei-mani.com