Digital adoption

Defining digital adoption

Digital adoption can be defined as the degree to which employees or users adopt and use the digital technologies introduced into their working environment. It goes beyond the simple use of tools, encompassing the understanding andassimilation new technologies to perform their tasks more effectively. This process includes training, ongoing support, and the active involvement of users to promote the smooth integration of new solutions.

Importance of digital adoption

Digital adoption is crucial to the success of any organization's digital transformation. Implementing new technologies is expensive, but if they are not fully adopted by users, they will not generate the expected return on investment (ROI). Successful adoption enables :

• Increase productivity: Users quickly master the tools, enabling them to work more efficiently.
• Improve user experience: Well-managed adoption offers employees a better user experience, making them more comfortable and engaged in their work.
• Reduce costs: When users adopt tools quickly and correctly, the need for additional support and training is reduced.
• Foster innovation: Better mastery of digital tools opens the way to innovation and business process optimization.

Strategies for successful digital adoption

1. Personalized support: Ongoing training and support programs that take into account the specific needs of each user are essential. This can include customized training, interactive guides or coaching sessions.
2. Change support: Change management is crucial to successful digital adoption. Users need to understand the benefits of new technologies, and it's important to support them in the transition, notably through communication and the involvement of key stakeholders.
3. Gradual integration: Introducing new technologies gradually limits disruption to daily activities and eases the transition.
4. Measure adoption indicators: Tracking adoption-related KPIs enables you to adjust actions and intervene if certain groups or individuals encounter difficulties.

Key figures on digital adoption

• A McKinsey study shows that 70% of digital transformation projects fail due to a lack of user adoption.
• 30 to 40% of companies believe that ineffective digital adoption leads to significant productivity losses.
• According to Gartner, organizations that invest in well-structured digital adoption programs see a 50% increase in the effectiveness of their digital projects.

Use cases :

Reducing support costs and improving productivity at Reed thanks to digital adoption of its CRM Cloud

Context

UK recruitment company Reed undertook an overhaul of its internal processes to improve the efficiency of its sales teams through well-orchestrated digital adoption. The aim was to optimize the use of their new cloud CRM and other digital tools, to make employees more productive and empowered.

Problems before digital adoption

Before implementing this digital transformation, Reed faced several challenges:

• Long, costly training courses for new employees, with a low learning curve.
• An increase in internal support tickets, due to inefficient use of CRM by sales teams.
• Reduced efficiency due to complex manual processes and employees' lack of familiarity with the tools.

Digital adoption solution

Reed has implemented a digital adoption solution based on interactive training andreal-time support using Digital Adoption Platform (DAP) tools such as Whatfix. Key actions include

1. Interactive in-app guides: Reed employees benefited from interactive guides directly integrated into their CRM and other software, enabling them to navigate the new systems with step-by-step assistance.
2. Customized, segmented training: The approach adopted included training paths based on user roles (e.g. for recruiters vs. managers), ensuring that each employee received training relevant to their specific responsibilities.
3. Self-help and fewer support tickets: Employees could access self-service resources directly from the tools' user interface. This reduced dependence on IT support and enabled common problems to be resolved quickly.

Results

1. Reduced induction times: Digital adoption has significantly reduced the time it takes for new employees to become fully operational, cutting the induction process by several weeks.
2. Improved efficiency: Thanks to interactive guides and context-sensitive assistance, Reed's sales teams have gained in autonomy, which has improved overall productivity.
3. Lower support costs: The number of internal support tickets dropped considerably, as employees were better trained and had the tools they needed to solve their own problems.
4. Increased employee satisfaction: By facilitating the adoption of new tools, employees felt more at ease in their daily tasks, contributing to improved satisfaction and talent retention.

Reed's case demonstrates that digital adoption, when well planned and supported by technologies such as digital adoption platforms, not only increases team efficiency, but also reduces support and training costs. Successful internal adoption relies on ongoing support for employees, tailored to their specific needs, and intuitive tools that guide them through their digital journey

Knowmore's expertise in digital adoption

Knowmore, a pioneer in the field of digital adoption, offers innovative solutions such as K-Studio, K-Nowand K-Value. These tools facilitate the accompaniment of users throughout their digital journey, offering interactive training and real-time support for optimal adoption. Working with 40% of CAC40 companies, Knowmore has established itself as a trusted partner to ensure the success of digital transformation projects.

Knowmore's focus on digital adoption is an essential component in ensuring that investments in digital transformation translate into tangible gains in productivity, efficiency and user satisfaction.

Conclusion

Digital adoption is a decisive factor in the success of any digital transformation. By implementing the right strategies, companies can not only ensure that their technologies are fully utilized, but also that they contribute effectively to the organization's growth and competitiveness. At Knowmore, we help companies take this step successfully, by putting users at the center of every technology initiative.

Explore Knowmore's Knowmore's digital adoption solutions and boost your teams' commitment to your digital tools.

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