You're ready to introduce Mumba Cloud into your business - how exciting! Below are various tips and best practice recommendations that we've gleaned from our customers to ensure a successful launch.
Pre-launch preparations are important as they provide an opportunity to co-ordinate and plan the launch and post launch activities without the pressures of having a live app within your business.
Generating hype about any upcoming technology implementation has various pros and cons that depend greatly on the business culture and perceived track record of previous technology launches.
We've found that sometimes, employees are cynical about new project launches and too much hype might cause employee disappointment. This does however depend on the general attitude and especially if they've had previous negative experiences. If your employees fall into this category then you may prefer to limit or avoid too much pre-launch hype.
On the other hand, employees may be very accepting and perhaps eagerly awaiting new technology enhancements, especially those like Mumba that are designed to make their lives easier. If your organisation views new technology in a positive light then pre-launch hype can go a long way to generating excitement and maximising the employer brand recognition you will receive from releasing a product such as Mumba.
Recommendations for creating hype include:
Traditional teaser posters placed around the offices and various break-out areas
Internal communications describing new innovations that are coming soon
Mentioning the new Mumba initiative at team meetings, town-halls, toolbox talks etc
Starting to educate managers and asking them to 'leak' word out to their teams
Other methods of generating buzz and teasing the upcoming launch
Booking in calendar launch meetings/events with mysterious agendas
Depending on what Mumba modules you're planning to introduce will effect the scope and magnitude of your roll out plan.
For customers launching important administrative modules such as leave, timesheets, rosters etc we recommend holding on-site training groups to introduce and show employees how to login and perform some of the basic functions within Mumba.
For more light-weight implementations we would recommend, at a minimum, that senior managers have some basic training such as how to access the website, download and bind to the app and login. It's also important to share a general overview of the vision of why you've introduced Mumba and what it's meant to achieve. This is important because their teams will be asking various questions about the app after launch.
Other more general recommendations include:
Create flyers and posters that communicate how to access the website, download and bind the app and login
Create a roll-out plan for who to introduce to Mumba and when
Prepare a 2 pager to train managers and team leaders on how to use the website and app and it's purpose so that they can assist their staff
Run onsite workshops/training groups for employees (e.g. launch roadshow)
Train IT help desk users so that they can assist employees with technical issues
Pro Tip: The website and app look identical, so all training in the website translates directly to the app and visa versa. This is great for running group training sessions where you can have the website up on a big screen and get people to download the app onto their phones. You can then guide them through the app on the big screen and share the same experience!
If you're using our Channels Module, it is extremely important to create content in a handful of Channels so that employees that login for the first time immediately find value.
Note: All Channels that exist on launch should have at least 1 article with interesting content - otherwise don't publish the Channel until it has content.
Content may be in the form of company news and articles and may include videos, photos, files to download etc.
We suggest creating a general 'Welcome' article that includes a video welcome message from a senior executive (perhaps the CEO), welcoming everyone to Mumba.
Have someone in charge of creating Channel content
Set up your launch Channels and channel rules
Create interesting Articles within your channels with photos/videos/files etc.
Create a welcome message with a video from a senior executive (try get one from your CEO)
Further to seeding Channels with content prior to launch, it is equally important to create a 'new content calendar' that plans out what content will be published in official company Channels over the next 6 to 12 months. This is very important because staff will be checking the app and must see new and fresh content on a regular basis.
We recommend that at a minimum, one new article should be published on a weekly basis in at least one Channel.
Your staff will invariably have a variety of high level technical issues with the app, most common ones being:
App not installing on a particular phone
Feature within the app getting stuck or not working
Mumba provides support for your IT support to log tickets with bugs and to provide information about how to deal with common issues, such as closing and restarting the app. Please see our help documentation for further information.
Recommendations for preparing IT support include:
Train your IT helpdesk on how to use the website/app and how to troubleshoot general problems
Train IT on how to contact Mumba when they are unable to assist a user with a technical issue
The launch should naturally follow the planning conducted in the pre-launch phase. Posters are now placed in appropriate locations, scheduled training sessions are conducted with relevant groups and other internal communications are distributed to employees inviting them to download and access Mumba Cloud either via the app or the web.
Some other ideas for launch include:
Managers could setup a morning tea to introduce Mumba to their team
Senior executives could introduce Mumba in a town-hall or team meeting
The project team could head out on a roadshow introducing Mumba to various employee locations
One of the most important aspects to a successful launch is ensuring that the access and login process runs smoothly for all employees.
Accessing the web version of Mumba is as easy as typing in the URL into a browser (all modern phone and desktop browsers work) and following the online login process.
In principle, the installation and login to the native app is also very simple however there is a small amount of education required around the 'Binding Process'. Therefore, we've found that the best way to communicate the process is to create flyers and posters that describe the workflow as follows:
Step 1: Instruct all employees to the web version of Mumba on their computers or phones. They simply need to type into their browser, your company url e.g. http://mysite.mumba.cloud
Step 2: For access to the web version, employees can login using the standard online login process
Step 3: On the same login page there is a button that takes employees to the native app download pages on the Android or Apple Stores (we auto-detect what phone is being used)
Step 4: The flyers, posters and login page all contain the special 'Binding Code' that employees must enter into the native app to be able to login
Other recommendations include:
Leave a brochure or flyer on employee desks
Email the brochure for dispersed workforces
Stick the brochure/poster to walls in central employee locations
Every manager should be able to assist their teams with installing and binding the app if required
For further information about the binding process, please contact your account manager.
Now that the app has launched, it's important to maintain consistent communications over a period of time to ensure that employee adoption is maximised.
For customers using our Channels module, we've found that the ongoing corporate communications calendar is important and should be adhered to as best as possible.
Make sure you review the comm statistics to get an idea of how many people are reading the articles and check your analytics to see what is popular amongst your employees.
Other recommendations include:
Nominate various staff members to be responsible for creating regular comms that can be pushed out through Mumba as this demonstrates activity to employees
Content should be created on a regular schedule so that it is consistent and reliable
We've found that video messages are an extremely effective form of communication. Do your best to release regular videos from across the business as this has been found to highly engage staff, especially on mobile devices.
Mumba has a very special focus on ensuring an amazing employee experience when using our software. It's important that any employee issues that cannot be resolved by your IT team are passed across to our support. In the event that there is a bug or a particular service is experiencing difficulties (see our service levels) then we should be notified as soon as possible so that we can resolve the issue as quickly as possible.
Please make sure that all IT support staff have access to our documentation for how to contact and deal with our support team.
Please read the Mumba help documentation on troubleshooting
IT Helpdesk staff should be prepared to deal with basic troubleshooting such as clearing the users cache, logging out and logging back in again etc.
If your Helpdesk is unable to resolve the issue themselves, then they should report the issue in a bug report to Mumba following our guildelines for how to report a bug
Mumba Cloud will push new features, bug-fixes and updates on a regular schedule (unless agreed otherwise).
Releases typically occur once a fortnight and are subject to change as determined by Mumba Cloud.
Changes/updates/new features etc that have occured within a release are included in our change-logs and can be leveraged by your communications team to update your staff about the ongoing improvements happening within the Mumba service.
We've found this to be an important and useful way to demonstrate to employees that there is an active focus on making things better and delivering new value on a continual basis.
Try leverage the release of a new feature or enhancement to let your employees know that Mumba is constantly improving and will continue to benefit them now and in the future.