Digital transformation is a foundational change for organizations, altering not only the technology but also fundamentally changing tasks, processes, responsibilities, and accountabilities.
It’s challenging to deliver a successful and sustainable project if the correct support structure isn’t in place.
Ever-changing processes, new hires, the dynamics of a modern workforce, and digital adoption all play a critical role in digital transformation.
We’ve compiled four top tips to help you ensure a successful project, whether you’re just starting your project or your looking to optimize your post-go-live support.
Tip 1 – Don’t forget about your employees
In a change project, your employees are your target audience. You need to keep your workforce in the loop and confirm that your employees know change is coming.
The only issue is that traditional forms of communications, such as mass email no longer work. On average employees receive 121 emails every day; our lives have become consumed by unwanted emails. People have become immune to traditional, generic mass communications.
To capture the attention of your workforce, you need to tailor the messaging to the specific stakeholder. Employees are much more likely to consume your communications if the information is relevant to them.
In addition, by exploring next-generation forms of delivery you can significantly increase the impact of your messages. Different communication channels can be an enormous aid in successfully pushing your message.
Tip 2 – Adoption analytics are the future
Implementing new software isn’t worthwhile if your users aren’t adopting and understanding the technology.
By utilizing adoption analytics, you can locate employee pain points and subsequently improve your support to tackle issues, ensuring your workforce uses the technology.
Solutions such as a Digital Adoption Platform (DAP) provide crucial, real-time insights into user adoption. Using the analytics within a Digital Adoption Platform, you can ensure your training and support is continually optimized, maximizing the effectiveness of your digital transformation.
Tip 3 – Every employee is different
There are various aspects you need to support during your digital transformation, e.g. culture, behavior, computer literacy, ability, and skills. And every employee is different; some rapidly accept change but most require further support and guidance.
Due to the vast range of abilities and attitudes within your workforce, you can’t rely on one-size-fits-all training. You need to tailor your training and support to match the needs of individual employees.
Change will affect each stakeholder differently; therefore, one generalized set of communications and training does not suffice. To maximize the effectiveness of your support, you need to consider each employees language, role, and location.
Rather than wasting time training people on every process, take the time to consider how everyone will be affected and use that information to optimize your training.
Tip 4 – Digital transformation is a journey, not a project
Digital transformation never ends, technology is always changing, and you must continuously optimize to keep up. Relying solely on training and support at the start of the project will not be enough to maintain user adoption.
SaaS technology is always evolving and improving; there are multiple updates each year, which can completely alter tasks and processes. The company intranet and a set of FAQs will not suffice in supporting frequent change; employees need access to 24/7 support. Employees need a support structure in place whether they’re a new starter or the system has updated, something comprehensive has to be available.
Next-generation, on-demand support, directly within the application offers people point-of-need assistance ensuring users have the necessary information at their fingertips. By providing point-of-need support, you can ensure users are supported through ever-changing tasks and processes, ensuring a successful and sustainable project.
Remember, digital transformation is complicated, but by considering and implementing these tips throughout your digital transformation, you can ensure success.