Accelerate Your Customers' User Adoption and Your Revenue with Performance Support
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Your entire customer success team – support, education services, and professional services – can contribute to your performance support solution to gain higher rates of user adoption, create happier customers and add more revenue to your business.
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Accelerate Your Customers' User Adoption and Your Revenue with Performance Support
- 1. Accelerate Your Customers’ User Adoption and Your Revenue with Performance Support
- 2. Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says “40% of executives worry that their organizations will not keep pace with technology change and lose their competitive edge” –McKinsey study, 2013 Project Sustainment Quantifiable value of increasing and maintaining user adoption throughout the software life cycle Forgetting Curve Learning Curve User Application Proficiency Time The Value of User Proficiency & Adoption is Real
- 3. Rising Complexity Thwarts Adoption, Creating a Consumption Gap • Consumption gap leads to: – Slower product consumption, slower repurchase – Lower renewal rates with higher discounts – Reduced satisfaction and loyalty scores Time Value @ancilesolutions 4 Source: TSIA
- 4. 0 25 50 75 100 Organizational Capability: Essential Over the Long Term Skill wanes • People move • Processes change • Technology changes • New hires know “less” Impact is dramatic • Between 10–30% capability per year Team Skill Source: IDC, The Silent Killer: Knowledge Leakage and the Impact on Technical Skills, 2012 Replacement workers trained to 60% 91 71 53 41 78 24 Team skill @ 30% leakage Team skill @ 10% leakage Goal — 100% By year 6 — it has only 24% Year 3 — organization has 41% of its original capability Knowledge Leakage: Skills degrade over time Year 3 Year 6Year 1 5
- 5. What has to happen to ensure adoption success?
- 6. Understanding Proficiency Adoption Provide knowledge at moments of need to build to user proficiency Culmination of knowledge and skills that lead to functional use of the application Reaching the level of mastery that maximizes user effectiveness of the application in completing the job Time to software adoption directly impacts return on technology investment User Success Return on Technology Investment (RTI) Enable Understanding to climb the Adoption Realization Curve (ARC) 7
- 7. Adoptors Retainers Expanders Monitor and improve product adoption/ consumption by customers 40% of TSIA members target adoption Ensuring customers renew relationships and agreements with your company 37% of TSIA members target retention Expand selling opportunities, i.e., upsell/cross-sell 10% of TSIA members target expand selling The Journey to Customer Success 8@ancilesolutions Source: TSIA
- 9. Your customers are struggling • Compressed roll out schedules • Constant technology upgrades • Chasing ROI and reducing TCO • Changing learning styles and preferences • Reduced training budgets 10 Understanding Proficiency Adoption
- 10. Managing an upgrade: 18,000 employees 5 continents 24 time zones 7000 stakeholders 14,000 assignment groups 33 integrations & simultaneous deployment Real Situations 11
- 11. Failed platform rollout: “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.” Real Situations 12
- 12. Enterprise application rollout with mission critical implications: Primary issue …. the lack of time in their daily schedule for training. Past initiatives had included one-on-one training which proved to be time consuming and expensive. In addition, development of curriculum tended to be slow and difficult to maintain. Real Situations 13
- 13. Your Challenges • Customer expectations for ROI achievement • Securing high renewal rates – avoiding shelfware • Compressed delivery schedules • Users do not want to sit in classrooms • Differentiating your products • “Training” is transitioning to guidance 14 Understanding Proficiency Adoption
- 14. User Adoption – The Key to Success Your Customer’s Bottom Line = Your Bottom Line People are the key to success of any software rollout • Workers (employees, partners, contractors, constituents) execute the processes that run the business. • Workers rely on their business applications to facilitate their work. • Worker success drives organizational success. Your success is based on enabling worker proficiency which leads to higher adoption of your software by delivering • Effective, relevant, and engaging content. • Customized, personalized, and context-sensitive assistance • Continuous access to relevant content from across your organization. 15@ancilesolutions
- 15. 16
- 16. Take A Comprehensive Approach Each team is collectively responsible for creating and maintaining customer-facing content that is critical for user proficiency and user adoption. 17@ancilesolutions
- 17. Scenarios – Delivering Success 18 “…an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical 40% for new applications to 95%. 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related.” “Huge Increase in Performance. No need for a training environment - people learned by show me/try me (simulations).” Managing an upgrade: 18,000 employees 24 time zones, 7000 stakeholders 5 continents, 14,000 assignment groups 33 integrations and simultaneous deployment. Created performance support materials available on demand, within the application and in formats that fit the learning styles of users.
- 18. “250 Hands-on scenario based exercises and performance support documents were paramount in our go live success since they were readily available and very thorough. End users were able to utilize these (documents) without having a trainer constantly helping them through the steps involved in their processes.” Failed Go Live: “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.” Modernized training material and shifted the way training was delivered. Instead of sending trainers onsite, trained business process owners who then trained other employees. Scenarios – Delivering Success 19 Scenarios – Delivering Success 1919
- 19. “In less than 10 weeks, • Completed more than 10,000 training events and all our physicians were ready to use the new software upon implementation. • Consultant/ trainer needs were reduced by 33% as uPerform allowed for a rapid deployment of custom content that eliminated the one-on-one training model. • Moved from our go-live adoption to optimization much quicker than expected which sped up our implementation process and lowered our operating costs.” Enterprise application rollout with mission critical implications: Primary issue … lack of time in their daily schedule for training. One-on-one training was time consuming and expensive. Development of curriculum was slow and difficult to maintain. Customized training materials accessed on- demand, either on-site or remotely via mobile devices, by physicians. “We were able to centralize our training and track the progress of each of our 850 physicians.” Scenarios – Delivering Success 20
- 21. Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says Project Sustainment Quantifiable value of user adoption Forgetting Curve Learning Curve User Application Proficiency Time The Value of User Proficiency & Adoption is Real 22 Skills wane over time: • People move • Processes change • Technology change • New hires know ‘less” • Impact is dramatic (76% skill reduction by year 3)
- 22. • Reduction of authoring time by more than 50% • Reduction of in-classroom training (from 70% to 30%) resulting in increased employee productivity and reduced travel costs • Increased speed of finding information resulting in employee efficiency gain of 16% • The average time to proficiency was reduced by 21%-38% • Reduced help desk calls by roughly 25% Key Benefits of ANCILE Solutions Sustainment Phase: How much Value can be Realized?
- 23. Right Time • Formal Training • In-application • Moment of Need Right Content • Effective • Engaging • Relevant Right Format • Fit for Function • Personalized • Multiple Modalities Validated • Communications • Assessments • Tracking/Reporting Ensuring Adoption across the Entire Software Application Lifecycle Understanding Proficiency Adoption 27
- 24. Adoption Fuels Revenue Growth Grow Revenue & Profitability Sales and Renewals • New Market: Custom Help Services for “Non-Expert” End-Users • Improve renewal rates Development • Guide New Product Functionality (and Ensure Usage) Professional Services • Custom Content • Deeper Integrations • Advanced Usage Customer Support • Reduce Support Calls • Rapidly decrease time to create Guidance Content by SME
- 25. SAP Productivity Pak HP ART EMC STaRT BMC ESA OpenText Personalized Help solutions The world’s leading software companies drive user adoption with ANCILE technology
- 26. 4,400customers worldwide Including half of the Fortune 100 and 19 million end users 30
- 27. Enable your customers to realize the full potential of their technology investments by driving user adoption across the entire software life cycle. Partner with ANCILE to: 31 ANCILE Booth #1 & 2
Notas del editor
- Slide 8 shows you how we accomplish economic benefits of slide 7 Shade the areas of the curve between forgetting curve and the remembering curve (highlights value of adoption)
- Copyright 2007 IDC. Reproduction is forbidden unless authorized. All rights reserved.
- The formula for adoption is understanding+proficiency+(reinforced) behavior=adoption Functional: Increasing levels of proficiency directly leads organizations to increase level of software user adoption and realize the most of their technology investment Behavioral: Driving the increased use of the application (behavioral change)
- Global Bank: 18,000 employees and they managed to upgrade from 7.11 to 9.3 in 60 minutes across 24 time zones. Their project included 7000 stakeholders, 5 continents, 14,000 assignment groups, 33 integrations and simultaneous deployment. RBC has created specific ART content for different teams and roles “ART is the #1 reason we were able to go live the way we did. ART is an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical RBC for new applications of 40% to 95%. 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related. Results = Huge Increase in Performance.” No need for a training environment - people learned by show me/try me , Also used for training in advance of UAT, 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related.
- Columbia Sportswear: rolled out a new SAP platform in their Canadian subsidiary. Unfortunately, the rollout did not go as planned, according to Myra Lavenue, Columbia Sportswear’s Organization Change Management Training Lead. “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.” 250 Hands-on scenario based exercises - The uPerform documents that were created were paramount in our go live success since they were readily available and very thorough. End users were able to utilize these (documents) without having a trainer constantly helping them through the steps involved in their processes,”
- Infirmary Health: “In less than 10 weeks, we completed more than 10,000 training events and all our physicians were ready to use the new software upon implementation.” Goal would require that over 850 physicians and supporting mid-level providers be trained quickly and comprehensively. One of the primary issues effecting the education of physicians is the lack of time the average physician has in their daily schedule for activities such as training. Past education initiatives for physicians had included one-on-one training which proved to be timeconsuming and expensive. In addition, development of curriculum tended to be slow and difficult to maintain. the training environment should be able to be accessed on-demand, either on-site or remotely, by the physician population. RESULTS: “We were able to centralize our training and track the progress of each of our 850 physicians,” said Zarr. “We moved from our go-live adoption to optimization much quicker than expected which sped up our implementation process and lowered our operating costs.” In a span of eight weeks, over 850 physicians and more than 500 support staff were fully trained in the EPIC software which allowed for a seamless software rollout in March 2014. Infirmary Health’s consultant/ trainer needs were reduced by 33 percent as uPerform allowed for a rapid deployment of custom content that eliminated the one-on-one training model. “In less than 10 weeks, we completed more than 10,000 training events and all our physicians were ready to use the new software upon implementation,”
- How do we get there? Provide the platforms and content for the future learner while simultaneously making current learning more effective
- User Adoption goes far beyond classroom training or any one team
- Global Bank with 18,000 employees and they managed to upgrade from 7.11 to 9.3 in 60 minutes across 24 time zones. Their project included 7000 stakeholders, 5 continents, 14,000 assignment groups, 33 integrations and simultaneous deployment. RBC has created specific ART content for different teams and roles “ART is the #1 reason we were able to go live the way we did. ART is an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical RBC for new applications of 40% to 95%. 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related. Results = Huge Increase in Performance.” No need for a training environment - people learned by show me/try me , Also used for training in advance of UAT, 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related.
- Columbia Sportswear: rolled out a new SAP platform in their Canadian subsidiary. Unfortunately, the rollout did not go as planned, according to Myra Lavenue, Columbia Sportswear’s Organization Change Management Training Lead. “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.” 250 Hands-on scenario based exercises - The uPerform documents that were created were paramount in our go live success since they were readily available and very thorough. End users were able to utilize these (documents) without having a trainer constantly helping them through the steps involved in their processes. This new approach prepared trainers to successfully guide end users through the learning process; fostered organizational commitment and buy-in; and established a global super user network to embed departmental expertise.
- Enterprise application rollout to physicians with mission critical implications: Primary issue effecting the education of physicians is the lack of time the average physician has in their daily schedule for training. Past education initiatives had included one-on-one training which proved to be time consuming and expensive. In addition, development of curriculum tended to be slow and difficult to maintain. Infirmary Health: “In less than 10 weeks, we completed more than 10,000 training events and all our physicians were ready to use the new software upon implementation.” Goal would require that over 850 physicians and supporting mid-level providers be trained quickly and comprehensively. One of the primary issues effecting the education of physicians is the lack of time the average physician has in their daily schedule for activities such as training. Past education initiatives for physicians had included one-on-one training which proved to be timeconsuming and expensive. In addition, development of curriculum tended to be slow and difficult to maintain. the training environment should be able to be accessed on-demand, either on-site or remotely, by the physician population. RESULTS: “We were able to centralize our training and track the progress of each of our 850 physicians,” said Zarr. “We moved from our go-live adoption to optimization much quicker than expected which sped up our implementation process and lowered our operating costs.” In a span of eight weeks, over 850 physicians and more than 500 support staff were fully trained in the EPIC software which allowed for a seamless software rollout in March 2014. Infirmary Health’s consultant/ trainer needs were reduced by 33 percent as uPerform allowed for a rapid deployment of custom content that eliminated the one-on-one training model. “In less than 10 weeks, we completed more than 10,000 training events and all our physicians were ready to use the new software upon implementation,”
- Slide 8 shows you how we accomplish economic benefits of slide 7 Shade the areas of the curve between forgetting curve and the remembering curve (highlights value of adoption)
- Between proficiency and adoption I think we need the “how” – how do we make the leap from proficiency to adoption? I think it’s behavior. I think the formula for adoption is understanding+proficiency+(reinforced) behavior=adoption Functional: Increasing levels of proficiency directly leads organizations to increase level of software user adoption and realize the most of their technology investment Behavioral: Driving the increased use of the application (behavioral change)
- Adoption is the holy grail of all software companies, because it is the one critical measurement of how much value your customers are getting out of the money they invested in your company. Sales And Renewals At the start of the business relationship, you have sales revenue. We know that adoption is a driver for sales, because us sales people do this all the time: Sell a small project as a pilot… and upon success of that pilot, expand that project into other areas of the company. That’s almost inherent in the model. As your customers use your product more, they will: Keep buying your products (and paying subscription & renewal fees) But we’re also seeing a large trend that our business partners are now able to provide. Most help services are for “experts”… the 5% of the user population that become super-users. Training, classes, content is targeted towards them. But there’s a big gap in the remaining 95% of your users… the ones that aren’t experts. The ones that don’t need to go to a week-long boot camp to learn everything there is to know about the product. They just need to know enough to do their job, and play their part in the organization. With Ancile, we have a way of delivering that. Getting those just-in-time help services to those 95% of your users that currently aren’t major customers or consumers of your education and help services. Ancile allows you to offer that group of people something relevant and valuable to them. And we’re seeing that the customers out there are willing to pay for it. Professional Services … and creation of that custom help content becomes a new type of Professional Services project. We’re going into a lot of new international markets with exactly the value proposition of leading with Professional Services to create that system that can deliver custom just-in-time help for those 95% of end-users. We also see customers want to start using your technology to integrate and connect with other technologies (integration), Make it customized to fit better in their environment, or have it solve some of the more complex functions that require deeper tie-ins with their organization (advanced usage) Development They start to get a great sense of the benefits and shortcomings of your tools… often much more than any single person in your company knows. And as such, their feedback becomes highly valuable in guiding future product development. You know what features your most engaged customers want. And that those enhancements will have an impact on both them, and other customers out there. Because that deep inherent understanding of your tool exists with customers that have a deep understanding and adoption of your tool in the field. Customer Support And as they know the product better, they actually call Customer Support less. Because they learn the ins-and-outs of your tool, and they know what they can and cannot do with it. We actually have a study we commissioned with Hobson (an external analyst group) that showed a direct correlation between Ancile’s product, and reducing Support call volume for an SAP implementation by about 25% after a 1-year period.
- OUR MISSION ANCILE focuses on people. We provide software solutions that empower people to improve corporate performance. ANCILE the Company… We are the global leader in enterprise learning and corporate communications solutions that drive organizational performance. HQ in the Baltimore USA with personnel in 11 countries and offices in the U.K., Germany, Japan, Singapore, and Australia. We develop and support learning and performance solutions which increase employee productivity and proficiency. Over 20 years of software development experience as the former software products group of RWD Technologies, LLC.
- Booth # Let us show you how we’ve helped organizations like yours. Our partners have collectively generated over a billion in Revenue for their license and professional services business lines Improve your margins, generate incremental revenue, reduce operations calls – reduced help desk tickets