One cannot overstate that the IT and Customer Partnership is key to the success of any deployment. Deploying XenDesktop in a production environment will improve your customer's experience in concrete ways. Some of the biggest improvements customers will notice are as follows:
- Access to the same desktop from any device;
- Desktop stability; and
- Consistent user experience
There are also benefits of deploying XenDesktop for your IT staff, like ease of applying updates, information security (all desktops are in the data center), built in remote support, and centralized control with Citrix policies. So, your IT staff will embrace XenDesktop from the get-go.
But ... will your Customers be happy of the change? Customer acceptance is a big factor in the success of your rollout because they have a voice in successful organizations. Having Happy Customers is well worth it in the long run. XenDesktop represents a BIG change for them - even bigger if it is included with other changes like OS, application upgrades, or replacements.
What Do Customers Want?
At the risk of oversimplifying the question, Customers generally want to get their work done well in a stable environment. But Customers may have different ideas and different priorities from IT in terms of what "well and stable" means. Typically, Customers know their individual jobs better than IT folks. This is not meant to be a knock on IT but it does mean that your Customers can help you.
Partnering With Your Customers
One great way to get help from your Customers is to involve them in Pilot testing - the earlier the better. Assume you get your XenDesktop environment working in terms of the basics - what do you focus on next? Your users probably know better than you. Suppose your Customers need to open a specific web site multiple times in multiple tabs to do their jobs. If there is a problem with this use pattern, you as the IT pro may never find it but they will likely find it in minutes. Problems like these may not actually have anything to do with XenDesktop but you still want to find out and address them prior to the global rollout. If not, your Customers may associate the issue with XenDesktop erroneously.
Adding the "Personal Touch"
Another way to get help from your Customers is to help them first by adding the personal touch. In other words, when Customers move to a new system, there are certain personalizations that they will always want to go with them, such as browser favorites and saved email addresses. Add the "personal touch" to your deployment by making sure these personalizations come across. In some cases, they may come across automatically - make sure they do! If not, automate the migration of these if you can and even if you find you have to move some of them manually, you should still consider it. Your Customers will thank you if their personalizations are there, and you will avoid the complaints and irritation you would have gotten if they were missing.
Digging in the Dirt
Yet another way to get help from your Customers is asking questions during and after rollout that IT pros don't always like to ask. For example:
- What problems are you having with the new system?
- What do you like least about the new system?
- If you could change one thing about the new system, what would it be?
Most environments have "vocal" users, who will volunteer this information to you. By all means, address their concerns but don't stop there! The quiet, polite users may know of critical issues but they won't tell anyone until their boss asks them why they missed that deadline (ouch!). So, ask the polite users how they are doing and then ask again!
Involving your users in your XenDesktop deployment may seem like a lot of work but it is well worth it in the long run. Their ability to do their job easily with XenDesktop is the best judge of your success.
Elegrity is ready to partner with you on your XenDesktop deployment and to make the deployment a win for everyone involved.