Digital adoption isn’t like riding a bike

Blog article | By Anthony Wolny, April 25, 2019

They say you never forget how to ride a bike.

Yet, picture the scenario, you’re riding your bike up a steep, strenuous hill and the gears start changing uncontrollably.

It’s safe to say the ride would become quite challenging as you’d no longer be fully in control of the bike.

Digital transformation is a similar concept; SaaS technology can be challenging for organizations as the software vendors frequently update their platform to continually improve and innovate.

The software updates are fantastic; however, they often alter tasks and processes.

This is where the main issues arise, users struggle to keep up with all the changes and as a result, rely on the costly IT help desk to resolve their issues.

The issue

Organizations aren’t preparing or budgeting for the necessary support needed to tackle release management.

“The speed of software is greater than the individual speed of behavior change.”

Margaret Ruiseal, Partner and Head of HR Transformation Practice, Mercer

Often digital transformation is expected to be a simple A to B journey.

In reality, digital transformation becomes something closer to A to E to D to C to B.

“It’s important that organizations understand that digital transformation is a long and continuous journey.”

Soumyasanto Sen, HR Tech, Transformation & People Analytics Leader

As the budget isn’t in place to provide continuous support, employees struggle with every update as they simply aren’t being shown what has changed.

Instead, users are logging back into the system only to find an altered environment, creating confusion and disengagement.

The software changes are only emphasized for employees who log into the platform on an infrequent basis to complete tasks such as performance reviews and holiday booking.

If you’re interacting with the software on an infrequent basis there’s no way to keep up with the changes without having additional support in place.

The aftermath

Organizations often rely on their costly IT help desk rather than investing in actual support.

The combination of software updates and inadequate Post-Go-Live support creates a massive increase in support tickets and costs.

This influx of IT support desk tickets is made clear by statistics such as…

It takes an average of 24.2 hours to provide the first response to an internal support ticket. Given that 69% of internal support tickets are solved in a single communication, a first response time of 24 hours seems high, suggesting that teams are too busy to respond to queries quickly.”

Zendesk

In addition to the increase in support tickets, the cost of resolving these queries is also concerning as IT support tickets can reach upwards of $49.69.

Taking these statistics into account, you can understand why quarterly software updates desperately need the right support structure in place.

If you continue to rely on your IT help desk not only will your ROI suffer dramatically but the employee experience will also suffer as employees will regularly have to wait for their issues to be resolved.

The solution

To keep pace with release management and quarterly software updates and mindset shift is vital.

The key to overcoming this challenge is budgeting for continuous change management.

Rather than relying on your costly IT help desk to reactively support users, you need to take the lead a proactively provide support and communications.

What can be done?

Firstly, users need to be made aware of what’s changing and when it’s changing.

The most effective way to get the message across to your workforce is by implementing a next-generation communication model.

Target employees with communications both outside the application but also directly at the point of need within the application.

Out-of-application methods such as email may not always receive the best response rate and as a result, the update could fall flat.

However, by implementing the message directly within your chosen application your consumption rate will skyrocket.

Updating your workforce is half of the battle, now that employees know what’s changed, training is needed.

Taking users out of the workplace to undertake classroom training and webinars isn’t sustainable for every software update.

Instead, a Digital Adoption Platform (DAP) is the answer.

Digital Adoption Platforms can provide the necessary training and support, tailored to each user’s language, role and location directly within the application at the point of need.

No longer will employees need to leave the application to contact the IT help desk to access support; instead users will be able to self-serve their own success.

“The total cost of ownership for a support ticket varies dramatically based on the level of support required. Self-serviced tickets cost an average of $2 each, compared to $104 each for tickets that require IT support, and $221 each for tickets that require field support.”

MetricNet

 

By planning for the future and implementing the necessary Post-Go-Live support, you can overcome the challenge of quarterly software updates.

Proactively implementing a Digital Adoption Platform ensures users have the crucial support needed to guarantee sustainable success!

For more information on Digital Adoption Platforms, click below to check out our blog.

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