How to Drive Employee Software Adoption: A Guide to Digital Adoption Platforms

Challenges of Software Rollouts Without Adoption

Companies often face significant challenges when rolling out new software without a proper adoption strategy in place. One major issue is low adoption rates, with studies showing that only 56% of SaaS licenses are actively used on average, leaving a staggering 44% underutilized or wasted. This not only represents a massive waste of money but also means companies are missing out on the full potential of their software investments.

Even when employees do use the new software, lack of proper training often leads to underutilization of key features and capabilities. As a result, companies fail to realize the full return on investment (ROI) they expected from the software purchase. Training challenges are another major hurdle, as traditional methods like in-person sessions or dense manuals struggle to engage modern workers and provide on-demand support when it's needed most.

Without a structured approach to drive adoption, companies risk new software failing to gain traction or provide meaningful value to the organization. This can lead to wasted expenditure, lost productivity, and an inability to capitalize on the latest innovations and efficiencies that modern software promises.

Key Features to Look For

When evaluating Digital Adoption Platforms (DAP), there are several key features to prioritize:

In-App Guidance: One of the most powerful aspects of a DAP is the ability to provide contextual guidance directly within the software application. This includes walkthroughs, tooltips, and step-by-step instructions that are triggered based on user behavior.  

Training Content and Knowledge Base: A robust DAP should include a content management system for creating, updating, and housing training materials, documentation, videos, and other resources. This serves as a central knowledge base that employees can access on-demand.

Usage Analytics and Insights: To truly drive adoption, you need visibility into how employees are utilizing the software. Look for a DAP that provides granular analytics on application usage, feature engagement, dropoff points, and other key metrics. As GRAVITY highlights, "enhanced, robust analytics" allow you to "ensure effective internal governance and staking measures."

Evaluating & Selecting a Digital Adoption Platform

With many digital adoption platforms available, it's crucial to evaluate your options carefully to find the best fit for your organization. Some top platforms to consider include Userpilot (best for small businesses), GRAVITY and WalkMe (best for enterprise).

When comparing vendors, look for key features like in-app walkthroughs, training content, analytics and usage tracking. The user experience and interface should be intuitive for employees. Ensure the platform integrates seamlessly with your existing tech stack, including CRM, productivity suites, and other core applications.

Pricing models can vary, so understand the costs for your specific requirements. Some platforms charge per user, while others have feature-based tiers. Many offer free trials to test out the software before committing. Evaluate total costs against the expected return on investment from increased software adoption.

Making the Business Case to Leaders

To secure buy-in from executives and leadership, it's crucial to quantify the ROI and value a digital adoption platform can deliver. According to my experience, companies can realize up to a 54% increase in application adoption and a 35% boost in employee productivity through the use of a DAP. By increasing software utilization, a DAP helps maximize the ROI on technology investments.

While there is an upfront cost to implementing a DAP, it's important to frame it as an enabler for strategic goals like digital transformation, operational efficiency, and employee enablement. A DAP can help accelerate software onboarding, reduce support costs, and drive better data governance - addressing common leadership concerns around cost and complexity.

Getting Buy-In from Managers & Employees

Gaining buy-in from both managers and employees is crucial for the successful adoption of a digital adoption platform. Effective communication strategies are key to overcoming resistance and fostering a culture of continuous learning.

Start by making a clear business case to executives, highlighting the benefits of increased software utilization, faster employee onboarding, and improved ROI on technology investments.  

Once you have executive backing, focus on enabling managers to be champions of the new digital adoption platform. Provide them with training resources, communication templates, and data-driven insights to help them rally their teams around the change. Managers play a pivotal role in addressing concerns, reinforcing the "why" behind the initiative, and modeling desired behaviors.

For employees, a multi-pronged approach works best. Clearly communicate the benefits and "what's in it for them," such as more efficient processes, better training resources, and a smoother user experience. Offer incentives like gamification, rewards, or public recognition for early adopters and power users. Finally, be prepared to address resistance by actively listening to concerns, providing tailored support, and positioning the digital adoption platform as a helpful tool rather than an added burden.

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Rollout & Implementation Plan

When deploying a digital adoption platform across your organization, you have two main rollout options: a phased approach or a "big bang" all-at-once launch. Both strategies have pros and cons to consider.

A phased rollout allows you to pilot the platform with a smaller group first, gather feedback, and refine your approach before expanding to the full company. This incremental method reduces risk and gives you time to build awareness but can slow down your overall adoption timeline.

Alternatively, a big bang rollout is faster but riskier. You'll need to have all your training content, in-app guides, and support resources fully prepared from day one. However, this rapid deployment can accelerate adoption if executed properly.

Whichever route you choose, you'll want to develop a comprehensive training campaign with materials like videos, interactive walkthroughs, documentation, and live sessions. Make this content easily accessible within your DAP and promote it heavily.

Finally, establish a clear support process with multiple channels for employees to get assistance. Allow them to submit requests and feedback directly through the DAP. Assign an internal team to promptly address issues and continuously improve the platform experience.

Measuring Adoption & Optimizing

Measuring and tracking digital adoption is critical for understanding the success of your implementation and identifying areas for improvement. A key advantage of using a digital adoption platform is the robust analytics and reporting capabilities they provide. By leveraging usage data and metrics, you can gain valuable insights into how employees are engaging with the software and pinpoint any bottlenecks or issues.

Some key metrics to monitor include digital adoption KPIs such as application launch rates, feature utilization, task completion rates, and support ticket volumes. Look for trends over time and benchmarks against industry averages or internal goals. Supplement quantitative data with qualitative feedback from user surveys, focus groups, and manager check-ins to better understand the "why" behind the numbers.

With a data-driven approach, you can continuously optimize and improve your digital adoption strategy. Run A/B tests to determine the most effective training content, guidance flows, and communications. Adapt your approach based on feedback loops and changing needs within the organization. Successful digital adoption is an ongoing process, so remain agile and keep refining to drive maximum software utilization and ROI.

Final Thoughts & Key Takeaways

Implementing a digital adoption platform is a strategic investment that can significantly improve software utilization and drive better returns on technology spending. By providing contextualized guidance, training, and analytics, a well-designed platform addresses the all-too-common challenges of low adoption and lack of proficiency with new tools.

As outlined in this guide, the key benefits of a digital adoption solution include streamlined employee onboarding, increased productivity through in-app support, and greater overall adoption leading to faster ROI. When selecting a platform, look for robust features like interactive walkthroughs, training content authoring, and granular usage analytics. But technology is just one piece - a thoughtful change management strategy that gets buy-in from leadership and end-users is critical for long-term success.

Ultimately, digital adoption is about empowering employees and maximizing the value from software investments. Digital adoption is key to unlocking the full potential of your business technology investments, ensuring employees can use and experience applications to their fullest.

With the right platform and rollout approach, companies can overcome software underutilization and achieve their desired business outcomes.

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