Driving user adoption: 4 holistic tactics for success

If a tree falls in the forest, but there’s no one around to hear it, did it really make a sound? 
 
That’s the age-old question that comes to mind when thinking about user adoption and software. That is to say: new software implementation within an organization can be challenging and rewarding – but only if its users actually use it!  

The challenges of user adoption (It’s not just you!)

Despite tech adoption rates improving in almost every aspect of our society, getting people to use new software in their daily careers can be notoriously difficult. This means a lot of companies don’t see the full benefits of their investment right away. (And that investment isn’t cheap; the average ERP software system costs between $1,740 and $9,330 per month.) 

In a recent customer webinar, Agiloft’s Noe Ramos, Vice President of Operations, shared her frank thoughts on the ever-thorny issue of user adoption in the enterprise software space. 

“I think we all know there’s no quick fix, and if there was, none of us would be here,” Ramos said. “There’s no magic technology, and I think what’s most important is when you have software that serves a big purpose, and has a lot of functionality, and in Agiloft’s case, is deeply customizable to your company’s need for end-to-end CLM, you really have to have a well-designed strategy to go with it.” 

In this blog post, we’ll cover key takeaways from Ramos’ webinar such as 4 holistic tactics for successful software implementation and how to create an executable plan to drive user adoption. 

1. Emphasize the “why”

When it comes to tech adoption, recognizing and honoring a users’ emotional response to the overall experience is key. 

According to Salesforce research, 80% of customers say that the experience a company provides is just as important, if not more important, than the providers’ actual services and software. What’s more, as of 2020, 93% of customer service experts believe that customers have higher expectations when it comes to service and experience compared to past years. 

While it may be tempting to focus solely on the technical aspects of using the software, Ramos said, it is equally important to help users understand the “why” behind its implementation.  

“Beyond instruction, beyond showing how you log in and showing how you complete or generate a contract, it’s really important from a psychological perspective to help a user understand why, not only why is the company using the solution, maybe to reduce errors or standardize or increase efficiency, but what’s in it for them specifically in their role,” she said. 

By tailoring training to address specific pain points and demonstrating the benefits for each user’s role, organizations can foster a sense of purpose and motivation among their employees. 

2. Identify user needs

To help understand new product and tech adoption, a behavioral scientist at Stanford University created the BJ Fogg Behavior Model, which applies a framework for behavioral change for driving product adoption. The framework posits that adoption can be encouraged by three elements of human behavior: 

• Motivation: A desire to do something. 

• Ability: The ease or capability of doing something. 

• Prompt: The trigger to do something. 

“You don’t get full adoption if you don’t understand [your users] and their needs,” Ramos said.  

To effectively drive user adoption, organizations must first identify who is not fully utilizing the software. Running usage reports and conducting user interviews can provide valuable insights into user engagement and help organizations understand the scope of the problem. This knowledge is not only essential for addressing adoption goals but also for license management and resource allocation. 

“Often your most disgruntled users will be the ones that respond, which is great,” she said. “That’s what you need. You need the ones that have the biggest pain points that are least satisfied to understand how to solve their problems.” 

Teaming up with and listening to your users, Ramos said, gives them a sense of buy-in and excitement that helps aid adoption. 

“I think excitement is really important for them to feel part-owners of tailoring the solution to meet their needs to get their job done,” she said. 

3. Set user adoption goals

Ramos said she often hears the same goal for user adoption when her customers say: “‘Oh, I want everybody using it.’” 

“That’s great, and that can be a goal,” she said, “but also I want to make sure I’m meeting the needs of the folks that are using the software and creating smaller goals that are achievable after you’ve spoken with users.”  

Rather than simply aiming for universal software usage, organizations should create smaller, achievable adoption goals, Ramos said. These goals should be based on insights gained from user interviews, focus groups, or surveys. User interviews offer a personalized approach to understanding user perspectives and uncovering the reasons behind any resistance to adoption. 

4. Create an executable plan

Once user needs and goals have been identified, organizations can develop an executable plan to drive adoption.  

“As I mentioned, we are there to partner with you on that,” Ramos said.  

This plan may involve additional implementation time, workflow adjustments, or empowering administrators to make necessary changes, Ramos said. This is where collaboration with the software provider’s customer success manager or support representative can be invaluable in strategizing and implementing the plan effectively. 

Conclusion

Implementing new software may present challenges, but with the right approach, organizations can overcome resistance and ensure successful user adoption. By prioritizing training, understanding user needs, and creating an executable plan, organizations can empower their employees to embrace new technologies and drive positive change within the organization. 

Have more questions on how you can help your organization in their CLM journey? Let’s talk!