Do you expect 100% digital adoption of your technology portfolio? Organizations seem to think that every employee will automatically adopt and utilize the technology to its full potential. Let me be upfront. This mentality will only result in disappointment and frustration. If you’re expecting every employee to just instantly “use” the new software, you’re setting the project up for failure.
Why is 100% adoption so unrealistic?
Organizations never remain static, to put it simply you’re always either losing or gaining employees. Natural staff turnover will never let you have 100% digital adoption. Quite often, the expectation is that if every user self-serves their own support, then X amount will be saved. However, when reality strikes and only 25% of users adopt the technology, the benefits become severely diluted by adoption. Digital adoption is the catalyst to digital transformation value.
Why this assumption exists
Vendors play a role in this misconception, given the fact that they often help customers build out their business cases with false adoption promises. We’ve had an array of confused customers ask us, “Will there really be adoption issues? Our vendor is saying everyone will easily adopt the technology, but our system integrators are saying we will definitely run into challenges, we don’t know who to believe.”
The confusion doesn’t stop there
In addition to the confusion around 100% adoption, difficulty also lies with confusion surrounding what digital adoption is. I can’t tell you how many times we’ve heard, “Our adoption is fantastic, 90% of users logged into the system.” It’s vital that organizations distinguish between logging into the system and adopting a new digital way of working. Logins won’t equate to a good ROI. What will result in a positive ROI is a combination of one, users logging in and using the system, two, users using the system correctly. It sounds simple, but you would be surprised by how many times organizations overlook this simple point.
Adoption = Participation + Speed + Quality
How can you make the most out of your digital transformation?
Okay, I’ve presented a lot of issues and challenges, the big question that remains is what can be done?
You can’t freeze your business and stop employee turnover. As previously mentioned, you will always have employees entering and leaving the business. What you do have control over is how you onboard and support new employees. New hires very rarely have a comprehensive level of support in place to onboard them. Unlike your existing employees who go through the entire digital transformation process, new hires are simply expected to use the software. Don’t let this be the case for your business, the problem can be easily resolved by putting into action a continuous support structure.
“It’s important that organizations understand that digital transformation is a long and continuous journey.” ~ Soumyasanto Sen, HR Tech, Transformation & People Analytics Leader
Providing training only in the Pre-Go-Live and Go-live stage of your project is only setting the implementation up for poor adoption. By budgeting for ongoing change management, you can automatically put your digital transformation in a better place, ensuring sustainable long-term success.
Are you actually achieving digital adoption?
As previously mention, organizations seem to be confusing user logins with digital adoption. You don’t understand if users are performing tasks efficiently or effectively. As a result, the consensus is, “Our adoption is great it must be the software that is the issue.” We now know that may not be the case, but how would organizations be aware of this if vendors don’t provide specific data on true digital adoption. You need to look to a third-party source to determine this. There are a variety of solutions on the market that integrate with your chosen cloud-based software that can not only support users but also track and analyze system usage. Using this data allows you to strategically enhance your decision making to improve overall adoption. It’s important to remember that 100% adoption isn’t always realistic or sustainable. However, by utilizing the information in this blog, your organizations can capitalize on what is available and implement solutions to support adoption, ensuring digital adoption is at the highest possible rate.
For more information on digital adoption, click below to view our guide