Digital Adoption Platform: A Necessity for Organizations in the Era of Rapid Digitization

The introduction of digital transformation tools is helping organizations transform their businesses by enabling them to adapt to changing conditions. It has become an inexplicable need for organizations to embrace digitalization to thrive amidst the rapid changes in the market and achieve the desired business agility and efficiency.

Despite companies’ best efforts, many of the digital transformation projects undertaken often become futile and hardly ever succeed. According to Mckinsey’s research on digital transformations, the success rate for these efforts is consistently less than 30%.

Organizations have witnessed that poor user adoption is one of the major causes for the failure of digital transformation. Low adoption rates hurt the total cost of ownership of enterprise software. It is expensive to invest in and keep hardware and software up to date. In addition, the indirect costs of training employees on how to use the improved tech-stack add to the total. Despite the large amounts of money invested in classroom and remote training, employees do not utilize their new tech stack to the management’s desired degree. It is human to forget, and up to 75 % of training is forgotten within the next 24 hours. The ability to successfully implement a digital change depends on how well users adopt the technology.

Rationalizing Sub-Optional User Adoption

After the training programs are over, employees tend to forget the essential parts of the process involved in handling the company’s tech stack. The Forgetting Curve theory hypothesizes the decline of memory retention over time. Humans forget – it’s how we are. It is thus imperative that employees are continually updated to keep this information fresh in mind.

Keeping the employee within the application in question is a key to learning better, as the brain needs time to adjust when toggled between applications. A Digital Adoption Platform (DAP) can bring assistive aids such as videos, documents, and guides into the application. However, ineffective training methods and, most notably, the lack of real-time support leaves users perplexed in navigating the underlying application. Many users frustratedly raise IT support tickets when getting stuck and needing help. This frustrates the employee and takes up valuable time for the support team. They are now reduced to a group of hand-holding guides who help guide the employee through the task at hand. Such workflow struggles are blocking the success of any digital transformation program.

Driving Technology Adoption with Digital Adoption Platforms

Digital Adoption Platforms (DAP) are the new learning tools developed to ensure successful digital transformation and increase ROI on software investments. Powered by in-app learning technology, a Digital Adoption Platform works similar to a GPS. It provides an overlay with contextual help to the underlying application, where support is offered in the moment of need. This makes it easier for the user to adapt to the new technology. In addition, DAP supports users by providing just-in-time contextual guidance to enhance user productivity & better the experience.

DAPs help users get the most out of their software by answering frequently asked questions inside the application or guiding them through each step of the workflow when needed. Such real-time and seamless access to assistance ensures that users learn in the flow of work, making it easy to learn at their own pace.

Customer Relationship Management (CRM) platforms and HR software platforms are sometimes hard to navigate correctly due to the massive number of features they comprise. With the large number of the software used in each department, employees need to find relevant help when they get stuck in a process. Digital adoption platforms allow users to access learning materials from anywhere while remaining inside the underlying application.

DAPs are equipped with contextual help such as walk-throughs, articles, pictures, guides, and videos directly relevant to the employee, based on their role and where they currently are in the application. This relieves users from having to skim through unrelated sections of the knowledge base to find help and makes it easier for them to learn in the flow of work.

Digital Adoption Platforms guide users with step-by-step instructions in the moment of need, and they assist in executing multi-fold and complex processes with the click of a button.

DAPs promote superior user adoption by providing proactive support to solve any user challenge. DAPs help reduce support staff’s workload and ensure that their employees fully embrace technology. Digital adoption platforms deliver numerous advantages such as reduced onboarding time, improved employee efficiency, reduced support calls, increased user satisfaction, and higher morale.

To Summarize

The transformations brought by technological evolution have created new possibilities for the highly skilled and modernized workforce. With this comes new expectations; Organizations are now focused on eliminating errors in processes and seamless scaling of their new software rollouts. They do not have the luxury of failing, and therefore the process needs to be correct on the first attempt. Enterprises thus need Digital Adoption Platforms that can improve employee proficiency and shorten time to value for the workforce involved.

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