Tier 0 support is an important factor in ensuring a successful digital transformation, but that’s all it is, a factor, it’s only one small piece of the puzzle.

While Tier 0 support will help you achieve your goal, to truly enable long-term success, you must ensure every aspect of change is supported.

What other aspects need supporting to achieve digital adoption?

To ensure a successful project, digital adoption is a necessity and requires a lot more than just software support.

Achieving digital adoption falls into six key pillars that all need supporting.

  • Strategy: Is your digital transformation a change in strategy for the organization and the employees?
  • Culture: Does your digital transformation create a change in culture and how things are done?
  • Behavior: Will the project require people to embrace new responsibility and accountability?
  • Skills: Does the transformation require your users to learn new skills to execute tasks?
  • Process: Will the transformation change existing processes or introduce new processes?
  • Software: Inevitably, users will have to interact with new technology.

“Software adoption is one small part of the digital adoption puzzle. Don’t fall into the same trap others before you have.”

Andrew Barlow, Director, Product Strategy, AppLearn

Where does the challenge arise?

Tier 0 support is fantastic when users are in the middle of a task, providing guidance and point-of-need instructions.

However, the challenges start before users even begin a task.

Getting users to embrace and accept change creates a huge amount of issues for organizations.

43 percent of 4,500 CIOs surveyed for the 2017 Harvey Nash/KPMG CIO survey cited resistance to change as the top impediment to a successful digital strategy.

If people are resisting change, having fantastic tier 0 support becomes an enormous waste as it holds no value until users engage with tasks.

The solution

As previously mentioned, there are six fundamental pillars that need supporting.

Before enabling a self-service culture, organizations must support the fundamental behavioral and cultural shift.

Your digital transformation will place new responsibilities onto users, tasks that previously belonged to HR now belong to every employee.

Often this shift results in a mixture of confusion, resistance, and the question, “Why do I have to do this now, HR always did it?”

To tackle the internal shift, added support and communications are needed to support users throughout the change.

You need to communicate effectively with your entire workforce.

Each stakeholder will be affected differently by the change; as a result, you need to provide bespoke communications that address all worries and queries.

Once your workforce has a strong grasp on what’s changing and how it will benefit them, adoption of your technology will rapidly increase.

Once users are within the application tier 0 support begins to shine.

Solutions are available on the market that support these fundamental pillars, ensuring bespoke, next-generation communications.

By providing the necessary support, you can ensure users embrace the new digital way of working, subsequently increasing system usage and the need for tier 0 support.

Remember, change starts before the system is live; therefore, you can’t purely rely on tier 0 support, instead use tier 0 support as one of your mechanisms for success.


For more information on overcoming the employee resistance to change, check out our SlideShare below.

More information!