Digital Adoption
Change Management and Digital Adoption
Change management encompasses the methods, processes, and solutions an organization uses to promote and execute change among users when you introduce a new system. Change Management does not stop at the phase of Implementation and Go Live, in fact, that is the very starting point of phases of change happening throughout the entire digital journey of the user using a system.
Key Reasons for Poor User Adoption of Technology Solutions
Plethora of new applications
A number of new software are implemented within an organization during digital transformation and employees are inundated with too many applications to complete various processes.
Lack of engagement and retention
Users undergo training for the new software but find it difficult to learn and retain the information due to the rapid speed of updates and changes; which also results in poor engagement.
User onboarding
The constant influx of new hires, along with employee transfers, demands constant and personalized onboarding, support, and training to fully exploit the benefits of the software.
Multi-generational workforce
Enterprises fail to realise that the multi-generation workforce has varying digital savviness and learning speeds and hence, requires constant guidance for adoption of new tools and technologies.
Lack of enterprise resources
Enterprises have limited resources to support employees throughout the adoption process and thus, are unable to realise ROI.
Source: Everest Group (2020)
Implementation Life-Cycle Strategy
We observe common pitfalls throughout our customer’s digital journey while a new system is being introduced from Day 1, and this includes:
Speed to competency time lengthens. Users taking longer time to get used and to be trained, onboarded to a new system
Employee Frustration. The solution is not easy to use and users are not using it to the fullest capability
Data Integrity. The end user is not keying the right data at source
Continuous Change of Process and Updates. User needs to relearn, reskill with new process, or new changes to the updates/ upgrades to the system
To avoid these pitfalls, we embedded a user adoption strategy, with the approach of using a change management and digital adoption platform in our implementation activities and strategy. These tools will allow the following methodology to be implemented:
Digital Adoption Introduction Areas
Pre-Go Live
Enable User Acceptance beyond Business User of Project team:
- To enable User Acceptance Test digitally and target a wider dynamics of end user focus group (Different Role, Different Region)
Go-Live
Onboarding/Reskilling Users:
- To onboard and train the user efficiently in the application and on the job rather than the traditional training method (Refer to User guide, Watching videos or traditional Training)
- Ramp user fast to be familiar with new system to gain productivity and reduce speed to competency
Post-Go Live
An Interactive Digital Concierge to attend to your End Users:
- Leverage an interactive experience to drive user behaviour
- How to provide a just in time help and support on the job using the application as and when the users needs help or get stuck
- Opportunity to increase Employee Happiness Index on Digital Experience
Continuous Change Management:
- How to engage end user effectively with continuous changes of new process, business structure, and updates/upgrades to system
Business Review and Optimization
Data to inform what we do, and how we do Post Implementation Business Review Using Analytics and understanding the actual user behaviour to continuously:
- Improve Process Optimization
- Track User’s Digital Adoption Experience and Behaviour
- Improve Business Productivity
Available Packages
On top of our ready-to-go packages, Telcowin is also able to design customised out of the box package based on the needs of your organisation. Reach out to us to find out more!
Super Strato Pack – Starter
- 1 Application
- 5 Processes with 1 insight tracking
- Plan & Build (without Analyze)
- Total 10 Man Days
USD 10,000
Super Alto Pack – Advance
- 1 Application
- 10 – 15 Processes with 3 – 5 insight tracking
- Plan, Build & Analyze
- Total 30 Man Days
USD 30,000
Super Cirro Pack – Expert
- 2 Applications
- 10 – 15 Processes with 3 – 5 insight tracking (each app)
- Plan , Build, Analyze
- Total 80 Man Days
USD 80,000
Terms and conditions apply
Benefits of Implementing a HERO Framework
To understand the full potential of digital adoption
Happiness
Users find your applications helpful and easier to use.
Common KPIs: User satisfaction (NPS, CSAT, Scale 1-10)
Engagement
Users adopt applications, complete tasks, and come back
Common KPIs: Application adoption, process completion.
Realization of Value
Business improves return on technology investments
Common KPIs: Savings on support, training, training materials, software licensing, development, and revenue growth
Operational Excellence
Business has operational readiness to execute new key priorities
Examples: high-stakes innovation, product roadmap, security & compliance
Common KPIs: Compliance and fines, data integrity, change management, efficiency & time savings
Find Out How We Can Help Your Business
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