The biggest threat to enterprises in today’s digital revolution is poor adoption.
You know this, otherwise you wouldn’t be here.
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Whether your users are employees or customers, or both, having the right digital adoption strategies and resources is critical to digital tools becoming digital assets.
How a Digital Adoption Platform (DAP) can support your adoption strategy
This is something that large enterprises with complex digital adoption requirements have in common. They use a Digital Adoption Platform (DAP).
The DAP was pioneered by WalkMe. An algorithmic layer, it can be applied to any digital tool, system, or application. The DAP then provides contextual guidance to the user, at the time of need.
Using machine learning and AI, the DAP understands user behavior and provides a bespoke experience to each person. It provides personalized training, without any ongoing need for human intervention.
All the DAP administrator has to do is set up the interface. You can add in specific goals and the DAP will then make recommendations based on those goals. It also provides adoption insights so you can see at a glance who is struggling with what feature or task.
Because the DAP can learn what user’s regular tasks are, it can auto-complete stuff for you. This improves user productivity.
The DAP is each individual user’s trainer, help desk, and virtual assistant.
1. Easing the burden of employee training
Training employees is a huge cost for enterprises. Take T-Mobile, for example. They hire over 5000 people a year in customer service alone. And they have 26 core systems to train their staff how to use.
No wonder they opted for digital adoption strategies that would ease the burden of all that training.
With a DAP as part of your employee training strategy, there’s no need to worry about when and how to complete training. It all takes place within the system itself. This is particularly valuable when you have a global workforce.
The learning and forgetting curves of traditional training are no longer a concern. The DAP provides at the minute guidance and it doesn’t matter how often users need it.
This sort of “learning while doing” is widely accepted by the adult learning industry to be much more effective than the traditional classroom style.
2. Accelerating customer training / improving customer care
When you produce digital products for customers, it’s important to you and to them that they’re able to adopt them fully and quickly. This is one of the most important digital adoption strategies for IT solutions providers.
HP, for example, uses a DAP to speed up customer training. Richard Gines, Manager for Workflow Worldwide Technical Services at HP Indigo explains:
“One of our goals was to reduce the ramp up time for training a new customer. […] The faster we get through that, the cheaper it is for our service, and the faster the customer can start producing and be comfortable with it.
“We found that the ramp up was simplified, not only to shorten the ramp up duration, but also when the customer was done with the ramp up, their ability to be more efficient and effective using the product right away was greater.”
Faster training means cheaper service, which means better bottom line. More efficient customers means happier customers, which means breeds loyalty.
3. Easing the pressure on support centres
This is one of the most obvious digital adoption strategies for an enterprise taking a large number of support centre calls.
Athena Health and Centurylink Business, T-Mobile and Royal Bank of Canada have all reported lower volumes of calls as a result of using the DAP. This has had a positive impact on their bottom lines.
“We have had a 31% decrease in the number of calls for support and that has greatly impacted our bottom line. It’s allowed us to take our training resources…and move them to where they’re needed most.”
Shelley Huber, Senior Lead Process Analyst
4. Communicating change
Things are changing all the time. Your website. The app. Features of your digital products. The first step of getting these changes adopted successfully and swiftly is communicating them.
So how do you go about this? An email that only a small percentage of people will read? A landing page notice that could overload people with information — and subsequently be forgotten?
Royal Bank of Canada used the DAP as a change awareness tool for their landing page.
“We provided our clients with a push for a week to identify key changes on that page.
“We found that the number of calls coming into our call center was dramatically reduced because we leveraged WalkMe as a change awareness [tool].”
Tracey Metzger, Senior Manager RBC Express
So, which of these digital adoption strategies is relevant to you?
At the end of that day, using a DAP could transform your business. More effective change communication means users can be more productive. Fewer support calls means a healthier bottom line. And happy employees and customers make a successful business.