Workplace SMB Deployment Pilot SC V4 06052017 .pdf

SMB tailored digital ad agency solution

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Facebook / Accenture Alliance:
SMB Workplace Onboarding – War Room Pilot
June 6, 2017

2. 2| Copyright © 2017 Accenture Facebook Confidential and Proprietary.
Executive Summary
•SMB demand for Workplace is higher than anticipated and the team, while focused
on Enterprise-level organizations, is challenged in supporting this demand from SMBs
•Workplace is an excellent avenue to drive engagement and advertising dollars
•Facebook needs a way to get SMBs onto Workplace in an efficient and cost effective
manner
•Accenture has extensive experience with Workplace and an understanding of what is
needed to deploy efficiently at scale
•Our goal is to build a lean Pilot team that will develop a lean and scalable program
and immediately onboard 75 SMBs over a 3-month period

3. 3| Copyright © 2017 Accenture Facebook Confidential and Proprietary.
Scaling Onboarding Support for SMBs
•At the Enterprise level, Facebook has identified 5
Pillars of Success for Workplace Implementation and
has an established onboarding process and support
team
•Currently, SMB support for Workplace onboarding is
self service, but there is large demand by SMBs for
Enterprise level support
•The level of demand is challenging the scale of
existing processes and support teams
•Lack of available support is delaying SMB onboarding
to Workplace
•In order to more efficiently and effectively onboard
SMBs, the support processes need to be adapted to
scale for SMBs – while continuing to maintain the 5
Pillars of Success

4. 4| Copyright © 2017 Accenture Facebook Confidential and Proprietary.
SMB Onboarding – War Room Approach
Step 1: IdentifyStep 2: IntakeStep 3: SetupStep 4: DeployStep 5: Support
Our War Room approach to the SMB onboarding process adjusts the successful Enterprise approach to
enable it to scale as follows:
Facebook to identify and
provide SMBs who have
expressed interest in
Workplace Deployment
The War Room works
with identified SMBs to
complete Workplace
Intake Brief and ensure 5
Pillars are in place, which
includes organizational
and technical
implementation details
The War Room sets up
technical instance,
including default groups
and SMB IT SSO set-up
support as needed
Workplace is deployed to
SMB.
The War Room support
provides templatized
communication and short
tutorials welcoming them
to Workplace to SMB
Guide SMB
Implementation Lead
through interpretation of
standard user
engagement support
including guidance, on
expected performance and
how to address common
issues
Provide on-going
Customer Support (email,
chat, phone) via agreed-to
SLAs
1 & 5
1, 2, 3, 4 & 5
2 & 4
1 & 5
1 & 3
#Pillar(s) of Success Addressed

5. 5| Copyright © 2017 Accenture Facebook Confidential and Proprietary.
SMB Onboarding War Room Pilot
•We are proposing a 3 month pilot of The War Room
(SMB Workplace Onboarding Services)
•SMB Onboarding
•Onboard 75 SMBs* to Workplace by Pilot
conclusion by establishing effective and scalable
processes and tools
•Identify opportunities to increase efficiency and
key success factors for Workplace Implementation
at SMBs
•Whitepaper: Gather data throughout Pilot and publish
co-authored Whitepaper on value of Workplace to SMBs
•Workplace Deployment Certification: Develop
curriculum and plan for Workplace Deployment
Certification Program
*Assumes sufficient SMB demand/engagement within 1st 6 weeks of Pilot – will need Facebook to support to identify SMBs who have expressed
interest; successful onboarding is defined as 70% accounts claimed Additional dependencies and assumptions on next slide.
The War Room
v
v
Program Lead.
Identification,
Communications, and
Reporting
v
Deployment Analyst
(4)
Intake, Set-up and
Support
Whitepaper &
Certification
Development (1)
Data Collection and
Content Development
SMB
Facebook

6. 6| Copyright © 2017 Accenture Facebook Confidential and Proprietary.
War Room Pilot Assumptions
•Facebook Partnership:
•SMB Pipeline:
•There is sufficient SMB demand for onboarding
•Prioritized list of SMBs for onboarding and contact information
•Materials:
•The latest insights of existing Workplace onboarding and reference materials
•Access:
•To set up Workplace Instances for the SMBs
•To Facebook Workplace SMEs
•SMB Onboarding Estimate:
•Definition of Onboarding: Successful onboarding is defined as 70% accounts claimed
•Timeline: Participating SMBs will have completed Step 2 (Intake) by start of Week 8 of the Pilot to allow sufficient
time to complete remaining steps prior to Pilot end.
•Support Time/SMB: We’ve estimated an average 18 hours of support time/SMB.

7. 7| Copyright © 2017 Accenture Confidential and Proprietary.
War Room Pilot Timeline
Month 1 Month 2 Month 3
Identify
•Facebook to identify SMB candidates for Pilot
Team Standup
•Establish processes
and timelines
•Develop Intake Form,
Standard
Communications and
Reports
Intake/Setup/Deploy/Support
•Move SMBs through remaining steps of on-boarding
•Steps will proceed concurrently – each SMB will spend 4-6 weeks total in on-boarding process
Progress Reports: Weekly reports on key Pilot metrics and number of SMBs who
have completed each step
Final Pilot Program Report:
Final learnings on SMBs use of
Workplace and
recommendation for next steps
Midpoint Pilot Program
Report: Update on learnings to
date about key success
indicators and best practices
Develop/Publish Content
•Develop Whitepaper and Workplace Deployment Certification
materials
Collect Data
•Based on Pilot progress/results, gather data for Whitepaper and
Certification Program

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Appendix

9. 9| Copyright © 2017 Accenture Confidential and Proprietary.
Enterprise Workplace Implementation Process