Case

Parnassia Group: adoption and optimisation of Microsoft 365

Adoption, usability and support within Microsoft 365

Parnassia Group wanted to get more out of Microsoft 365 by approaching adoption broadly. Not just training, but also self-service, knowledge retention and making the digital workplace more user-friendly.

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Context

Parnassia Group was working on the adoption of Microsoft 365. Having tools available is not enough on its own. Real value only emerges when employees know how to use the tools effectively. That requires guidance, practical support and attention to the day-to-day user experience.

Together with an additional adoption partner, a broad adoption programme was delivered in which training, knowledge sharing, self-service and continuous improvement of the Microsoft 365 environment went hand in hand.

The challenge

The adoption of Microsoft 365 brought several challenges that went beyond technology:

Employees needed to understand and apply new ways of working in their daily practice.

Internal trainers needed to be well connected and have current, usable knowledge.

The self-service offering had to be logical, findable and genuinely supportive for employees.

Users needed clear and consistent answers to frequently asked questions.

The Microsoft 365 environment had to become more user-friendly step by step.

Microsoft Teams played a central role as the daily platform for collaboration and communication.

Our approach

The approach consisted of several tracks that together formed a broad adoption programme. Training was given to end users and knowledge was actively exchanged with internal trainers, so the expertise built up remained embedded within the organisation.

In addition, the full self-service offering for employees was reviewed and optimised. Standard answers were prepared and quick reference cards were created, so employees could be helped quickly and consistently. At the same time, several changes were made to make the Microsoft 365 environment more user-friendly, with a strong focus on Microsoft Teams.

This approach aimed at durable adoption: not a one-off instruction, but a structural improvement in how employees work with their digital workplace.

The solution

The result is a combination of adoption support, knowledge retention and targeted optimisation of the digital workplace. Employees are better supported with practical tools, consistent answers and a more logical self-service experience.

Microsoft Teams was an important focus. The configuration and use of Teams were improved, so collaboration and communication became simpler and more natural for employees. The broader Microsoft 365 experience was also improved step by step, so the environment better matches what employees need in practice.

Outcomes

Better support

End users are helped more effectively through practical tools and clear communication.

Coherent adoption

More alignment and coherence between training, support and day-to-day guidance.

Trainers and support aligned

Internal trainers and support staff share the same knowledge and tools.

Stronger self-service

A more logical and usable self-service offering for employees.

Consistent answers

Standard answers and quick reference cards ensure consistency in support.

More accessible Microsoft 365

A more user-friendly Microsoft 365 environment with a clear focus on Teams.

Adoption is an ongoing process

Real value from Microsoft 365 only emerges when employees not only have access to tools, but can also work with them well. That requires continuous attention to adoption, support and user experience.

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