How to Increase User Adoption
One of the most critical tasks in an IT project is to ensure that end-users — not just the IT department — are on board with a new system. As with any technology, new systems are only as good as the people who use them. If users resist a new system, the success rate for the project drops significantly. So, what can companies do to transition their system and their users into new technology successfully? Here we outline some examples of steps any company can take when rolling out new technology.
Get users involved early
The most important part of user adoption is, of course, the user. It may sound simple, but it is something companies often overlook. Understanding who your users are and what problems they are encountering will go a long way before, during, and after any implementation.
Address concerns upfront and get input on design choices, change management plans, and more so that everybody feels more comfortable with their new workflow!
Don’t wait until testing or the end of implementation to bring in the end-users. Involve them in key decisions and show them that they have an impact on the process.
Identify and engage a potential superuser, someone who is enthusiastic about the project.
This person will get to know the new system inside and out from the implementation team
Be the link between the implementation partner and your end-users. This involvement will foster buy-in from your team and will help facilitate the successful implementation and higher adoption.
Make the reason behind the new technology clear
Often, users are resistant to change because they don’t understand what’s in it for them. You can’t just make a change and hope for the best. You need to explain to the individuals involved in the change why the change is being made and what the change will mean for them. Users have to associate the difference that you’re making with the benefit it will bring to them. But, don’t just tell your users that you’re implemented a new technology to make their lives easier. That won’t resonate with them. Break it down into its effects on their day-to-day and benefits that the technology can provide for the long term.
Training & Support
One of the most common mistakes companies make when they’re rolling out new software is not having training and support in place beforehand for their users. So often, companies are focused on the rollout of the software that they forget to make sure their users are properly trained on how to use it and supported throughout the entire process.
CRM implementations require users to change their workflows and learn a system they might not have heard of until then. Companies need to invest time and resources in providing the training the users will need to get up to speed with the new technology. But don’t just give them some instructional manual or send them to read the documentation. Make learning fun. Create “How to” videos, guides, or slides to cater to different user learning styles. Take advantage of features such as Salesforce in-app guidance to guide users.
Provide resources for frequently asked questions, and make sure users know who to contact for assistance. Trained and supported users are essential to the successful adoption of a new system.
Communicate
We cannot stress enough the importance of communicating with your users. People react to change in different ways at different paces. One of the most important elements of adopting and managing change is communicating. Developing a communication plan as part of your implementation roadmap is critical for increasing user adoption. Tell your users when the changes are happening and why. Keep them informed about how the changes are going. Create an internal communication plan for making the process transparent and for letting team members be heard. Highlight achievements and discuss problems openly. Frequent communication is critical.
Final Thoughts
Technology is a vital aspect of running a business. However, you can’t have a successful technology implementation without the users. Take the time to explain the new technology to all those using or affected by it well in advance. Provide a clear explanation of what is being changed and how it will affect their day-to-day life.
A CRM implementation is an important change, and users will have to adjust to it. Give them the time and tools they need to do so. If they are not on board, they’re going to resist, and it’s going to make for a very painful transition. Remember, a CRM is only as good as those using it. Therefore keep users in mind when considering any new implementation.
If you are considering a Salesforce CRM implementation and would like to see how Kander can help, get in touch with us today.
