Challenge

Accenture invests heavily in empowering our mobile workforce of more than 500,000 people with digital capabilities to work with some of the newest technology as it becomes available.

To make this happen, our global IT organisation has been implementing a digital worker program across three broad categories that include foundational technology, productivity and collaboration. Collaboration, in particular, is enabled company-wide by such tools as Microsoft Office 365, Windows 10, OneDrive for Business and now, Microsoft Teams.

For Accenture, migrating from Skype for Business to Microsoft Teams offered the advantages of taking collaboration to the team level. But deploying the new product for an enterprise the size of Accenture presented its challenges as did introducing the change and fostering its adoption company-wide.

Now deployed company-wide, Teams enables Accenture people to communicate, collaborate and interact effectively wherever and whenever, even when global circumstances require work-at-home arrangements. Whether working in the office, at a client site or from home, Teams is essential to Accenture’s digital worker way of working.

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What Accenture did

Microsoft Teams is a chat-centered collaboration platform that brings together collections of people, content and tools to get things done. Before Microsoft Teams was launched as a new product and still in the concept stage, our global IT organisation collaborated with Microsoft on the early technical preview, providing input on the types of use cases relevant in a large, multinational enterprise and the requirements needed for enterprise scale and security. Accenture also participated in the early product pilot, along with other key Microsoft beta customers and partners, to provide input—while also pushing the envelope with Microsoft on Teams’ capabilities.

When Teams went live, we continued piloting and adopting the product as a secondary, supplemental tool while using Skype for Business. Favorable aspects of Teams included integration with Microsoft Office, cloud file storage built on SharePoint and OneDrive for Business, and better mobile connectivity. Our global IT organisation chose an organic adoption approach for using Teams while the product continued maturing. For the first year, download and use was primarily word of mouth with a light promotional campaign aimed at generating buzz and general awareness.

During this time, our global IT organisation had been preparing for full migration to Microsoft Teams. A project team worked with Microsoft to prepare Accenture’s environment and features required. As a company that leads in the New, Accenture’s approach with Teams was to push the envelope to use Teams while continuing to work with Microsoft to adapt the product and prepare migration steps. Accenture people were being empowered—and encouraged—to use Teams if they desired, with many caveats around the newness of the tool and that enabling Accenture’s network for an optimal experience was a work in progress.

When Accenture deployed Teams, we did so in stages in order to transition from organic growth to large-scale access and adoption. Today, all Accenture employees have transitioned from Skype for Business to Teams.

Teams presented a different way of working, which drove a rigorous change and adoption program. Awareness was raised through a well-orchestrated program disseminated through multiple mediums and channels throughout the entire transition. This program included the engagement of leadership ambassadors, Teams champions and key stakeholder groups from the outset.

A 24/7 Microsoft Teams Operations team helps support our Teams’ needs along with monitoring of key network devices as well as local office capacity using standard tools. Reporting consists of a combination of Microsoft-provided data with Accenture organisation data, which allows us to custom slice the data. New reporting gives us the ability to support Teams from the Accenture office perspective to the end-user device level. An emphasis on the Accenture office quality allows us to focus on sites and devices that are at the root of any issues.

Key to Success:

  • Engage Microsoft and other vendors
  • Create reporting solution
  • Establish operating model, including network experts
  • Create support strategy
  • Institute monitoring program with focus on call diagnostics
  • Account for legal and data privacy concerns
  • Ensure workstations are continuously updated and can support Teams
  • Assess how chargebacks to the business will be handled
  • Roll out user adoption and training program
  • Set a goal to get to the cloud

People and culture

Teams is redefining how Accenture teams work together. It is the new “digital cockpit” for Accenture people, providing a new generation of technology for communicating, chatting, file sharing, conferencing and more—all supporting enhanced collaboration among Accenture and with Accenture’s partners, vendors, and most importantly, with our clients.

It is creating a cultural shift by enabling a more interactive, interesting, engaging and collaborative way of communicating that is often more informal than by e-mail. Our people can choose the medium that is the best fit for the type of communication they are putting out. Communications and collaboration are quick and fluid. The adoption of Teams was made easier given that Teams is woven into the Microsoft Office 365 fabric and brought a familiar platform into Accenture’s workplace. And, in this time of unprecedented remote working, Teams is a critical tool that is allowing our people to connect, collaborate and create effectively to serve our clients.



Microsoft Teams Ignites a Communication Revolution

Microsoft Teams allows us to collaborate, create, and share with colleagues, partners, vendors, and most importantly, our clients.

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Value delivered

Accenture’s deployment of Teams was accelerated through strong collaboration between Accenture and Microsoft, two long-time industry leaders and relationship partners. Today, Accenture is one of the world’s largest users of Teams. And we’ve worked together with Microsoft to create a Teams Resource Center to share best practices.

With our initial implementation complete and all our people transitioned to Teams, we have:

448K

active users in Teams

17K

active teams

337M

chat messages per month

560M

minutes of audio per month

45M

minutes of video conferences each month

500+K

users fully transitioned to Teams-only mode

Microsoft Teams is redefining how Accenture teams work together. It is becoming the new “digital cockpit” for employees, providing a more user-centric approach and a new generation of technology for communicating, chatting, file sharing, conferencing and more. Accenture is on the path to company-wide implementation and adoption with current features and looks forward to adopting future features that will continue to evolve the Teams experience.

Teams is transforming and benefiting Accenture in many ways:

Real-time collaboration

New capabilities include real-time and enhanced collaboration features, including persistent chat, threaded conversations, file storage, instant messaging, audio, video and sharing.

Rich meeting experience

Teams supports ad hoc and scheduled meetings, guest access, federation, dial-in conferencing and PSTN calls.

Contextual work

Teams offers stickers, emojis, GIFs; @mentions; and private-channel messages.

Cloud first

The combination of Microsoft Teams, Office 365, SharePoint and OneDrive for Business supports Accenture’s "cloud first" model of working.

As a service

Collaboration as-a-service model helps Accenture deliver new features to our people fast—they no longer have to wait for the latest release of Office or Skype.

Mobile connectivity

The user experience for meetings, video and voice calls flows seamless from laptop to the Teams mobile app.

Task automation

Workflow alerts, automation of key tasks.

Single hub for applications

Teams integrates with Microsoft Office, integrates with third-party apps and connectors, and omits the need to toggle to recent Office files.

Enhanced security

Security and compliance are enterprise grade and include multifactor authentication and continuous data encryption. Fixes are deployed as discovered, making sure Accenture is always up to date.

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