For most organizations, the number one concern after the go-live of a new software implementation or upgrade, is the end-users adoption to the new system. Once your end users receive training to operate the new application, they will usually require different stages of support on the job for the next 4 to 6 months to fully adopt their new skills and to bring their performance to the expected levels.
Its no news for companies that employees tend to resource to help desk if they cannot find the right information when they have issues with their daily tasks and transactions. A more realistic scenario is that employees do not even try to find the appropriate support materials, but call the help desk directly. Most of the times, employees find discrepancies in the support materials or they are unable to find what they exactly need. Therefore, it is not a surprise that the Help Desk is the first line of defense that helps users when they have issues with their systems. Help Desk is costly and often times not efficient, while employees face decline on their productivity and performance.
In our experience, ANCILE uPerform can provide the solution to this well-known issue. It enables employees to receive help from directly within the new system so they can answer their own questions while on the job. The major benefit is that the help is context-sensitive so the users do not need to search for the necessary information, but the system recognizes where the user is in the live application and pulls all the relevant information for that particular task. This reduces not only the Help Desk calls, but also the time to proficiency and increases productivity levels.
However, having support content developed with uPerform is only part of the solution. Behind every successful solution there is a strategy in place and a set of processes that has to be followed in order to successfully execute on the strategy and achieve the desired results.
Following many change management and user adoption projects, we found that by following 5 steps, your company can substantially reduce Help Desk calls and increase productivity using uPerform:
1. Define your Support Strategy: You need to understand you ERP support requirements and activities, as well as long-term support objectives before you are able to develop an End User Support Strategy for post Go-Live support that is appropriate for your company needs and challenges. In your strategy you will need to define who will provide support after Go-Live, define tracking of support issues for adoption assessment, define the support process and support content among other considerations.
2. Develop your Support Materials: Create customized context sensitive content with uPerform that can be used during training and after the post Go-Live as performance support aids. uPerform provides interactive process simulation as well as different types of support documents so that employees can find the help they need, in the learning mode they prefer.
3. Communicate Your Support Plan: Clearly communicate to your end users what is the support plan for the post Go-Live phase of the project. Make sure that everyone is aware of the support process and the different levels of support. Make sure to train the end users on how and when to submit a ticket, who to contact, as well as how to access the uPerform context sensitive help before asking a colleague or calling Help Desk. It might be beneficial to develop a process flow or checklist of the support process to make sure there are no confusions who to contact and at what stage.
4. Implement Your Support Plan: Execute on the End-User Support Strategy and Plan. Manage the support resources and ensure that the support process is followed efficiently. Reinforce the usage of uPerform context sensitive help as the first line of help and instruct your support team to direct the tickets and calls to uPerform help whenever applicable.
5. Track Your Support Issues: Monitor the logged tickets or help desk calls and assess the root causes. If necessary, adjust your training program or re-train employees.
Want to learn more about end-user adoption and best practices to reduce help desk costs? Contact us to talk with one of our training / change management experts to help you assess your end-user adoption needs.