How to measure digital adoption performance?
Introduction
Increasing productivity, boosting sales, boosting employee commitment... When you implement new software in your company, you're bound to expect positive feedback.
Depending on the type of software, return on investment can be measured in terms of various benefits obtained (or not), including :
- Simplifying data management/updating ;
- Reduced support and training costs;
- Improving user experience and business processes.
But in order to measure the performance of a software solution, it needs to be properly adopted. Despite your best efforts, results may not be forthcoming, or your team may not be receptive to this new digital solution. Employees who are resistant to change or simply overwhelmed by it, a non-intuitive interface or user paths that aren't sufficiently optimized are all factors that can hinder assimilation and commitment to this new software. To reap the full benefits of your investment, it's essential to facilitate the adoption of new uses and equipment by your employees. Here's how to measure and improve it.
1. Clearly communicate software objectives
Successful digital adoption depends not only on the use of software, but also on the commitment of your employees, their "belief" in these new tools, and a genuine digital culture. For your employees to fully embrace a new digital tool, they need to understand its added value and the benefits they will derive from it. Clearly explain the objectives of the new initiative, highlighting how using the tool will help increase productivity and save time. Make sure the link between the tool and the objectives is clear, to encourage digital adoption. Getting your employees on board will significantly increase their commitment, as well as their desire for your software to succeed.
2. Understanding usage to find solutions
Once communication has been established, you'll need to understand how your employees actually use the tools. They're the ones who'll make a lasting digital transformation possible, so stay in touch with their uses and their business challenges. You can monitor your team's performance based on precise usage indicators and qualitative data.
Let's say you've implemented a new CRM tool to manage your customer relationships. Now you can, among other things :
- Evaluate the average response time (ART), i.e. the time it takes for your company to provide a response to the customer;
- Determine the number of steps required by employees to find the right information, an essential step in understanding and optimizing the user journey;
- Estimate the number of customers an employee can handle in a given period of time;
- Assess the first contact resolution rate. You can even calculate the average length of a phone call that resolved the customer's problem.
These observations will enable you to identify any sticking points and adjust your support accordingly.
3. Evaluate your data
In addition to these qualitative observations, there are also quantitative measurements, which you can use to identify priority areas for action. This data enables you to track progress towards your clearly defined productivity objectives. For example, still with the idea of CRM software, you can compare the average number of customer requests handled over a given period of time, or the time spent processing a customer request, against the objectives you want to achieve with your new software. Don't hesitate to set up surveys, focus groups or, why not, suggestion boxes, to enable more in-depth feedback on user experience and help identify challenges and potential problems. Involving the user can only encourage digital adoption!
63%of companies with more than 20 employees feel they need support to assess the return on investment of their digital tools
Source: " Baromètre Croissance & Digital 2022 " IPSOS
Measuring digital adoption can be complex, but solutions do exist!
Our K-VALUE solution maps usage and provides business teams with the keys to taking appropriate corrective action to improve the user experience of your software. These actions include training, enriching guides, improving application settings, revising business processes...
Don't leave your software's digital adoption to chance. Take a strategic approach and use K-Value to measure, improve and maximize digital adoption in your business.