Digital Adoption Platform: IT support's best friend

Even today, thedigital adoption of enterprise applications by employees remains the Achilles heel of many organizations. And yet, increasing the rate of use of digital tools is vital to optimizing technology investments. So how can IT departments effectively support end-users? The answer lies in the deployment of a Digital Adoption Platform (DAP), a true ally of technical support. Let's take a closer look at how this technology improves the day-to-day work of IT teams, while making it easier for employees toassimilation software.

Key features of a Digital Adoption Platform  

A digital adoption platform brings together several functionalities designed to facilitate theassimilation digital tools in the enterprise. Let's take a look at the most useful components to assist IT support.

Interactive guides and tutorials within applications  

First and foremost, DAP lets you create user guides and tutorials directly accessible in software interfaces. In concrete terms, windows appear to explain step-by-step the procedures to be followed, whether in the form of text, screenshots, animated gifs or videos.   

What's in it for technical support? These integrated training materials reduce Level 1 requests. Employees gain greater autonomy to carry out their daily tasks, thanks to contextual assistance.

Contextual tooltips

Tooltips display definitions or instructions when hovering over the designated element. Applied to application interfaces, they explain certain buttons, icons or zones, avoiding questions.

DAP also integrates other equally useful digital assistants:

• Input aids (completion, input hints) : makes it easier to fill in complex fields.
• Feedback: reinforces positive validations or points out errors.
• Notifications: real-time notification of news and new features.
• Stickers: visually highlight major innovations within the screens.
• Links: inserts direct hyperlinks to user documentation.

This means that any doubts can be resolved in real time, right in the middle of the action, without having to call on technical support or consult lengthy documentation. 

Customized user paths  

The digital adoption platform also incorporates a scripting engine to create interactive learning paths tailored to each user profile. In practice, this means sequencing training stages to precisely match employees' needs.

For example, a salesperson will be offered a tutorial dedicated to creating quotations or tracking objectives in the ERP. An accountant will have access to a course explaining the procedures for lettering or bank reconciliation in the financial application.

Several customization options are available to administrators:

• Filter content according to the jobs, services and applications to which employees have access.
• Differentiate levels of complexity according to individual skills.
• Display courses following interface updates or functional evolutions.
• Make certain tutorials mandatory before using sensitive modules.

In this way, by offering only relevant content, users can more effectively appropriate the functions that are essential to their job. They gain autonomy more quickly on essential tasks.

Analytics to identify sticking points  

Digital adoption platforms are also equipped with tracking functionalities that enable fine-grained analysis of user behavior. As a result, all accompanying content is instrumented to collect usage data:

• Tutorials viewed ;
• Time spent on each stage ; 
• Click on the various interactive elements ;
• Action sequences before abandonment ;
• Frequently asked questions...

Thanks to these indicators, support teams have precise information on the difficulties encountered within applications. They can thus identify points of friction or misunderstandings. 

Let's not forget that it's not about monitoring employees' work, but about understanding blockages.

The benefits of DAP for IT support

Beyond its intrinsic functionalities, a digital adoption platform brings multiple benefits to the teams in charge of technical support within organizations. Let's take a look at some of the concrete benefits they can bring to their day-to-day work.

Accelerated training in business applications

Thanks to integrated guides, tutorials, tooltips and personalized paths, users can master business software more quickly. In just a few hours, they can assimilate procedures that would have taken weeks of self-taught practice.

For support, this shortening of initial training times significantly reduces call volumes. Gone are the countless calls from new arrivals or after every interface update. 

Reduce the number of support tickets  

By facilitating self-help, DAPs automatically lead to fewer calls to the service desk. This means fewer redundant questions linked to a lack of understanding or occasional difficulties in carrying out an operation.

Focus on more complex requests 

Thanks to the reduction in the number of Level 1 tickets handled, support technicians can devote more time to Level 2 and 3 requests. In other words, they can concentrate on higher value-added requests, requiring their in-depth expertise in software solutions, such as :

• Optimization of configurations according to business needs ;
• Analysis of the root cause of any bugs ;     
• Identification of potential security vulnerabilities ;
• Suggest functional upgrades based on feedback from the field.

In this way, DAP enables them to enhance their skills in the most advanced aspects of the applications, while ensuring optimized user support.

Improving team productivity  

By reducing the number of simple, recurring requests, DAP helps to increase employee efficiency. They spend less time blocked in their workflows because of questions about how an interface works.

Enhanced user experience   

By making it easier to learn digital tools, digital adoption platforms naturally help to improve the employee experience. Employees who are more comfortable with applications are also more engaged and motivated.

This increase in user experience leads to a virtuous circle: employees who are satisfied with the software will share more of it internally. This buzz helps to increase adoption rates within teams, in turn relieving the helpdesk's workload even further.

Conclusion

This makes the deployment of a digital adoption platform a strategic imperative for IT departments. Of course, installing this software suite requires an initial investment. Nevertheless, DAP quickly pays for itself by streamlining end-user support.  

The tangible benefits for IT teams include a drastic reduction in the number of Level 1 tickets, accelerated employee skills development, and a sharper focus on complex requests. All benefits that significantly improve service desk productivity.

However, the subject goes beyond simply optimizing support costs. By promoting theassimilation digital tools, DAP ultimately enhances an organization's business performance. Employees who are more at ease with business applications are necessarily more efficient in their day-to-day tasks.

At a time of digital transformation, this technology is a key enabler of end-user adoption. Its ability to reconcile employees and information systems makes it the perfect ally for CIOs in their quest for agility.

At Knowmore, we rethink digital application adoption by merging learning and use within our next-generation software solutions. Whatever your sector and your business challenges, we can help you optimize theassimilation your CRM, ERP and HRIS solutions by your employees. Take advantage of our expertise to accelerate their skills development in digital tools. Rationalize your support costs by refocusing on your core business. 

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