Most projects go through a roller coaster of benefits and challenges with the project ROI continually fluctuating.
Why are organizations struggling to maintain long-term value?
Organizations are investing a considerable amount in traditional training methods during their software launch. This is not a sustainable solution. Methods such as classroom training are high in cost and traditionally low in software adoption. During classroom training, employees are removed from the workplace and most of the training contain is not retained.
The Ebbinghaus Forgetting Curve found that 90% of training is forgotten after a month.
To add to the problem, not only are traditional training methods ineffective but they are also not in place for new employees joining the organization after the system implementation.
How do new employees get support?
When new employees join the business, they don’t receive the same system training and support as those who were present at Go Live. If current employees who have completed multiple hours/days of training still struggle to utilize the software, how will employees who have no training fare?
The answer is not well.
Instead, the costly IT help desk has become the support method of choice. New employees must submit a ticket for assistance with tasks as simple as scheduling a day off because they were never shown how to complete the steps in the software.
These “simple” tickets result in lower productivity and additional support costs as employees must wait for a response and the IT help desk must resolve the issue.
With the average support ticket costing $16 (with the possibility of reaching upwards of $50), the simple support request can make costs add up quickly.
What is the solution?
No longer can you rely on traditional training and support methods. While there may already be a sunken cost in the existing support network, an overhaul is needed.
Consider implementing a Digital Adoption Platform (DAP) that can provide support on an ongoing basis, after your implementation. A DAP does as it says—whether your employee is current or new, it will help them adopt the software.
By utilizing targeted, in-application training and support relevant to the employee’s role, location, and language, you can ensure higher productivity and user adoption.
This next-generation support results in a much more sustainable transformation as employees have support when and where they need it. It eliminates unnecessary support tickets, drops in productivity, and confusion for new employees.
For more information on how you can utilize a Digital Adoption Platform, request a demo of our ADOPT solution and discuss how to deliver effective and efficient ongoing support after your system is live.