User Adoption: Getting Past the Buzz

to the Value & Tactics

September 10, 2015

Today’s Presenters:

John Ragsdale

VP Research, Technology and

Social

TSIA

Mal Poulin

Senior Director, Corporate

Strategy

ANCILE

User Adoption: Getting Past the

Buzz to the Value & Tactics

John Ragsdale

VP Research, Technology and Social

TSIA

Three Profiles of Customer Success

Adopters

Focused on helping customers

adopt company offerings

Retainers

Focused on renewing

relationship with the company

Expanders

Focused on expanding account

revenues

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40% of success

orgs target

adoption

37% of success

orgs target

retention

10% of success

orgs target expand

selling

@ancilesolutions

Why Adoption Matters

• Customers who adopt products faster and

more fully realize positive outcomes

sooner– On average, high adopting customers have higher

renewal rates, lower discounts, and buy more

additional products

• Establish average adoption curve– Identify customers with few logons and/or not using

features

– Tactic: customer success index

• Proactively reach out to low-adopting

customers to boost consumption– Additional training/mentoring; opportunity to sell

training/consulting

– Tactic: quarterly account reviews to discuss adoption

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Members who

are able to

monitor

consumption

average an 86%

renewal rate.

Members who do

not monitor

consumption

average a 77%

renewal rate.

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Boosting Adoption with Real-Time

Learning

• Online training/eLearning

– Online courses for product

training

– Create, manage, publish

and share “how to” and

“best practice” information

– Auto-translate options to

meet the needs of

international customers

• In-app guidance,

assistance and training

– Overviews, manuals and

how-to guides

– Help completing processes

or tasks

– Imbed in virtually any web

application

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Correlating Education Services to

Revenue and Margin Improvements

One TSIA member found that every $1 sold in training equates to an additional $12 in products purchased

Trained customers buy more products

Another TSIA member established that trained customers had 3x fewer support incidents

Trained customers require less

supportA third TSIA member found that trained customers renewed their subscription 92% of the time

Customers that did not opt for training averaged an 80% renewal rate

Trained customers

have higher renewal

rates

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User Adoption: Getting Past the

Buzz to the Value & Tactics

Mal Poulin

Senior Director, Corporate Strategy

ANCILE

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 user adoption with your software

by delivering

– Effective, relevant, and engaging learning content.

– Customized, personalized, and context-sensitive assistance .

– Continuous access to related content from across your

organization.

• Enjoy

– Customer adoption, success, loyalty, and retention

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User Adoption: the Key Factor in

Realizing Value

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• 72% said Effective User

Adoption was the most

important factor for

realizing values

• Enabling Better Usage

was cited as the most

important factor for existing

software deployments

• “Many a software

deployment delivers 100%

on the business

requirements only to fail in

the final phase of user

adoption.”Source: Achieving Enterprise Software Success, TSIA, SandHill.com

Key Takeaways

TSIA Survey – Achieving Enterprise

SW Success

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The Value of User Proficiency &

Adoption is Real

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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

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How Much Economic Benefit Can Be

Realized?

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• 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:

@ancilesolutions

WHAT HAS TO HAPPEN

TO REALIZE THIS VALUE?

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Enable Understanding to Climb the

Adoption Realization Curve (ARC)

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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 job

Time to software adoption directly impacts return on technology investment

User Success

Return on

Technology

Investment

(RTI)

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Climbing the Adoption Realization Curve

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Understanding

Proficiency

Adoption

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

@ancilesolutions

…across the entire software

application lifecycle.

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Project Prep

Implement Go-live Onboard Sustain

Content Creation

& Management

Learning

ManagementIn-application

GuidanceValidated

Communications

Project Team Focus End User Focus

Project Team kickoff and communication plan with uAlign

Creation of BPPs, Training Courses, etc. with uPerform

End Users consuming formal learning

End Users receive in-application guidance from uGuide

End Users receive communications of app changes from uAlign

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THREE TACTICS TO DRIVE

USER ADOPTION

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Managing and Supporting Performance

“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 for new

applications - 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.”

Global Bank:

• 18,000 employees

• Upgrade HP Software from 7.11

to 9.3 in 60 minutes across 24

time zones

• Project included

• 7000 stakeholders

• 5 continents

• 14,000 assignment groups

• 33 integrations and

simultaneous deployment

Bank created specific HP ART

content for different teams and

roles.

No need for a training

environment - people learned by

show me/try me using

application simulations.

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Managing Blended Learning and Change

Columbia Sportswear utilized ANCILE uPerform

to create a blended learning solution to support

their global curriculum and materials to help with

their end user training strategy.

The results: A highly successful project rollout.

Between July 2013 and April 2014, Columbia

Sportswear trainers spent over 2,000 hours in

train-the-trainer sessions, and developed and

implemented a comprehensive training program,

including: – 65 Business process courses

– 85 Hands-on courses

– 1,000 uPerform work instructions

– 250 Hands-on scenario based exercises

– 284 course offerings for a total of 25,000 hours of

training delivered

Columbia Sportswear

The rapidly growing company

headquartered in Portland, Oregon,

is a leading innovator in the global

apparel, footwear, accessories, and

equipment markets. But the

company was new to the technical

training world which prevented

them from reaching their goals

without a solid program in place.

“Global Business

Transformation continues to

bring the company together on a

global scale in a way that we

never have before...it has

brought us a more streamlined

and logical way of thinking,

planning, and executing in our

day to day.”

19@ancilesolutions

Managing Communication and Change

Columbia Sportswear used ANCILE uAlign

to communicate to a disbursed group of

store managers, located nationwide.

We sent out materials and communications

around a new timekeeping application and

hardware for a project that did not have the

funding to set up regional in-person

trainings.

The project was a huge success. The

response from the managers on uAlign

was overwhelmingly positive.

Columbia Sportswear needed a

tool that would help us convey the

key information they needed to

learn the new clocks and software,

and then become trainers to their

own store teams.

We are looking at also using it

with our Sales Reps, who are

also a disbursed group that need

to be kept informed and up to

date with what is happening at

Corporate.

20@ancilesolutions

www.ancile.com

For more information contact:

Mal Poulin, Senior Director, Corporate Strategy – ANCILE

mal.poulin@ancile.com

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Thank You. Questions?