"Your Call Cannot Be Completed At This Time": The Importance of Technology Updates
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We've all been there. Calls aren't being connected, the Internet doesn't want to work, applications are moving at a snail's pace. You are trying to get that last task completed at the end of the day and your technology is failing you. There are multiple ways to solve for these issues, such as updating to the newest software versions or rolling out an entirely new set of tools to name a few. When making these decisions, a common benefit that organizations look at is ROI or cost savings. Yes, ROI is important, but another benefit to consider is time.
Time is always important to everyone. Whether it be at work or at home with your family, time is important. Let's think about this in the aspect of work. Since many organizations are shifting, or have already shifted to a work from home model, the status quo of your typical 9-5 job is becoming less relevant. Being able to connect with others without interruptions is more important now than ever.
Let's say you're looking at options to upgrade or replace a set of tools across the company. Based on the gravity of that change, your end users will play some role, whether they have an action to take, or simply need to learn how to operate within the new set of tools, they will be impacted. Often times, where upgrades or product rollouts fail is that the focus is on the technology and not the end user impact, which is vital. Keeping the end user top of mind will lead to a better overall experience and adoption of the new tool sets.
Getting your employees to adopt those changes can be challenging if you're unprepared or reactive vs. proactive. Giving your end users the proper notification and education can give them the feeling of confidence and empowerment. This is where a strategic adoption plan can make those changes seem effortless.
Benefits of an educated and empowered employee include:
- Increased Productivity.
- Increased Adoption Rates.
- Reduced Help Desk Volume.
And most importantly:
Depending on the size of an organization, a phased rollout may be advised. This allows you to gain feedback and iterate along the way, both from the perspective of the technology, but also the end user training and support model. But how do you achieve this? How do you create success? How do you get your team to adopt a new process?
There are many different learning styles and levels of technical competence that exist in every organization. In addition, each organization has their own unique personas, use cases and process flows. In order to be successful, it's imperative to understand these various components and tailor your adoption approach accordingly.
Some users might prefer a short instructional video. Some might want a reference guide to review the step by step process. Others may need instructor led training or concierge support due to their use case being extremely unique.
WWT Adoption Services creates the plan and educates the employees with simple and customized instruction to ensure a smooth, easy transition by creating an educated and empowered end user community. This allows you to avoid wasting the one thing you can't recover (unless you own the DeLorean from Back to the future), time. It's extremely important in allowing you to be more productive at work or spend that extra time doing the things you love to do.