Are you looking for the key to achieving high ROI from your digital transformation project?
Look no further, digital adoption is the answer.
Without a doubt, digital transformation has many business benefits such as streamlining processes, increasing productivity and digitizing manual tasks, all of which benefit ROI.
However, these benefits won’t be achieved if organizations can’t achieve digital adoption.
While organizations are placing so much importance on ROI, they are still struggling to achieve the necessary digital adoption.
“70% of digital transformation initiatives did not reach their stated goal.”
Why are so many organizations struggling to achieve a positive ROI?
We found from our years of experience organizations are placing all their efforts into supporting the software.
Digital transformation affects a lot more than just the software and to achieve positive ROI more focus is needed on ensuring enterprise-wide digital adoption.
What is digital adoption?
Digital adoption is when your workforce fully embraces the change associated with digital transformation. It involves a lot more than merely showing your employees how to use the software.
To achieve digital adoption your workforce must adopt a new way of working, that involves accepting new responsibilities, learning new skills, utilizing new processes and adopting a new internal culture.
How exactly will digital adoption increase ROI?
Digital adoption ensures that users are utilizing all the tools available to them, increasing productivity, task completion, and data accuracy.
By maximizing software usage, you can ensure you achieve all the benefits the software has to offer.
However, without digital adoption, the software will never truly be used and instead support tickets and costs will just pile up.
Okay, how do we achieve digital adoption?
To, attain digital adoption you need to support the entire journey; your employees need support from the concept stage of the project to two years after the initial implementation.
Showing people how to use the software once the project has gone live is not enough.
“Digital transformation is one continuous journey.”
Soumysanto Sen, HR Tech, Transformation & People Analytics Leader
Because of this, achieving digital adoption requires consistent training and support at every stage of the project.
As digital transformation creates a lot of change not only in the software but also in strategy, culture, behavior, and skill.
To tackle all this change, you need to provide support and communications before the launch.
If people are aware of the change and how it can help them their perception will be a lot more positive, and they’ll be more receptive to training.
However, how you communicate change is very important; simply sending mass emails is no longer enough.
Most messages get lost in an inbox full to the brim with other “urgent” communications.
To tackle this challenge, you need to utilize methods such as a Digital Adoption Platform (DAP).
A DAP allows you to communicate with your workforce both in-application and out-of-application, maximizing the reach of your messaging.
Also, a Digital Adoption Platform allows you to track the consumption of your communications.
This feature revolutionizes your pre-project communications.
By looking at the response of your communications, you can determine people’s understanding, and if people aren’t opening the messages, you can analyze that data and resend the communications.
Support at launch
When your digital transformation goes-live you need to make sure the right training and support are in place.
Organizations continue to rely on traditional training and support methods such as classroom training and webinars.
You will never achieve digital adoption with these methods.
In accordance with the Ebbinghaus Forgetting Curve, people forget 90% of training after one month.
To tackle this, employees need the next-generation training a Digital Adoption Platform provides.
By providing on-demand support, within the application you can overcome the Forgetting Curve.
A Digital Adoption Platform ensures the necessary support is always available at the point of need, increasing digital adoption.
Most organizations don’t budget for Post-Go-Live support, rather the IT help desk becomes the support destination of choice, resulting in incredibly high support costs.
Figures from the USA show the average cost per ticket in 2016 was almost $16, but, that figure hides a huge amount of variation with a maximum approaching $50.
Organizations also have to support new hires and quarterly software updates.
By relying on your IT help desk you’re not only wasting budget, but you are also wasting time.
Employee pain points are emphasized, their task is placed on hold, they must wait for the issue to be resolved, and while all this is happening time is being wasted and frustration is increasing.
In addition, the IT help desk has to waste its time and budget resolving the unnecessary ticket rather than helping with actual meaningful tasks.
This isn’t a sustainable way to support your project; it won’t only result in poor digital adoption, it will also drastically reduce your ROI.
By utilizing the on-demand, in-application support a Digital Adoption Platform provides you can ensure the same level of support is always available.
This means when a new hire joins the organization, they have all the resources they need to utilize the software from day one; as a result, new hires can instantly be more productive once they join the organization.
Also, traditionally software updates would cause a spike in support costs and tickets, but once again a DAP tackles this issue by ensuring the necessary support is available.
A Digital Adoption Platform completely removes the need for employees to leave the application in search of third-party support.
No matter how much the software changes and updates, employees always have 24/7, tailored support directly at the point of need.
Digital adoption is the key to ensuring success and maximizing the ROI from your digital transformation.
However, if you want to achieve digital adoption, you need to rethink the way you support your workforce.
Traditional and outdated methods need replacing with modern support tools such as a Digital Adoption Platform.
Once you overcome this hurdle, you can truly support users and as a result, ensure a much higher ROI.
For more information, request a demo from one of our experts below.
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