The Benefits Of High Software Adoption

Across Multiple Applications In Global

Enterprise Organisation.

MARK POWELL

Partner EMEA Capital Markets,

Engage CRM Project Lead

Cushman & Wakefield

22

The merger of two legacy businesses with now 45000

staff in 60 countries has naturally created the biggest

integration project that we had ever undertaken

Massive opportunity to benefit from business

efficiencies and leverage the enlarged workforce

However potential for system overload amongst

front line client facing staff

At the same time support teams need

encouragement, care and confidence

Unless Adoption is achieved benefits are lost

Why the changeTHE BUSINESS DEMAND BETTER INFORMATION

Business

efficiency

Client

Visibility

Process

automation

Improved

revenue

Consistent

business

reporting

3

Our Adoption and Change JourneyWHAT ARE WE FACING – THE CHANGE CHALLENGE

Talen

ENTERPRISE RESOURCE

PLANNING – FINANCE & HR

Global implementation of

Workday

SHARED SERVICE CENTRE

Outsourcing of core finance

functions to global service

centre

INTEGRATION ONTO OFFICE

365 PLATFORM

Enhanced ability to share

information

CRM PLATFORM

A globally unified, CRM platform

based on Salesforce technology

TALENT MANAGEMENT

A holistic approach to

performance appraisal

TRAVEL PORTAL

A global provider of travel services

through Carlson Wagonlit and Concur

Our vision is to invest in the industry's most advanced technology platforms that will drive

unprecedented value for our colleagues, clients and firm

44

Bringing business focus into technologyENTER THE CHANGE LEAD

Structured Change Management needed

Appreciation that the benefits will only be

realised if business managers start to use

the information available to them and support the vision

Engage with key individuals and groups to

start socialising projects and the

implications on the way that the managers

engage with the teams

Start the What's in it for me campaign! -

sell the want – not the need

55

Needed Top down encouragement with

bottom up acceptance

Key steps to business adoptionKEY SENSITIVITIES – START SPREADING THE WORD

Identify the

impacted groups

Get CEO

sponsorship

Who do we need

to inform and

who do we need

to educate

Change lead needs to be a salesman

Sell the benefits – NOT THE PRODUCT

High Adoption = High ROI

Audiences

prepared

For Big Bang

Speak to

Global and

regional

leadership

forums

6

WHY ARE WE DOING THISSelling the benefit – not the product

TECHNOLOGY GIVES US A CRITICAL ADVANTAGE OVER THE COMPETITION

HOWEVER POORLY IMPLEMENTED TECHNOLOGY CAUSES LOW LEVELS OF ADOPTION

LEADING TO INEFFICIENCIES & FRUSTRATION

THIS COMPOUNDS USER AND TRAINING ISSUES

IN 2017 we need to have the tools, information &

insights that technology brings to our fingertips.

But how does the software fit into the machine

Increasing demand for integrated solutions – but

few understand how to achieve this

Integration and consistency extends to ADOPT

platform

77

KEY THEMES FROM THIS

What did we address – drive adoptionIDENTIFY WHERE HELP IS NEEDED

Each country

is different

Teaching vs

learning

Nervousness about

not having collateral

Different approach in different markets

Provide collateral relevant at point of need

Don’t dismiss concerns, perception is reality

Delivery has to match the audience

TARGET – DON’T SHEEPDIP

8

Don’t underestimate the impactMultiple Changes brings exponential complications

Don't underestimate of the impact that the

introduction of new technologies will have, particularly

when combined with changes in business processes.

User training and point of need support is

fundamental in ensuring that users were confident

with the use of the software –demonstrate ease of

use and take away the fear factor of not getting help

Have foresight to address some of these, identify a

delivery platform, such as ADOPT that helps us to

proactively and reactively deal with change issues.

With multiple system changes, identify a delivery

platform that is agnostic to the technology

Change is constant – allow for flexibility in

approach and be prepared to refocus as

projects progress

Strive for the WANT not the NEED to show

adoption will improve their lives

9

How to deliver support and help in a consistent way

USING APPLEARN’S ADOPT PLATFORM ACROSS TECHNOLOGIES

ROLE / LANGUAGE / TYPE MEETS VARIOUS SUPPORT NEEDS

10

Using Applearn to measure success

Measure usage of support against communication plan wrapped around training and support –identify pain points and unexplained peaks in activity

Identify adoption challenges

Initial

Go Live

Mobile

Go Live

Finance

Go Live

Expenses

Go LiveSplit-

Screen

Go Live

1111

RETAIN A FOCUS on target populations – deliver what

they want and do not try and impose a global view on a

local business. Make it relevant

REGULAR UPDATES to Senior Leadership &

Ambassadors – even if nothing to say. Make it important

COMMUNICATE with project Teams

ADAPT to the new business – or changes in the business

Make sure the story is JOINED UP

KNOW THE BUSINESS process and benefits

USER EXPERIENCE is as important as technical

functionality

Credibility lost if we do not RESPOND TO ISSUES

Lessons learned ENGAGEMENT

1212

GLOBALLY produced & LOCALLY delivered

FACE-TO-FACE in major offices were valuable

Training SUPPORT GUIDES to local

superusers – story as well as subject

E-learning & webinars demonstrated the EASE

OF NAVIGATING the support material

TRANSLATED content

POINT OF NEED DELIVERY – use of the

Applearn developed portal still ongoing – speak to

end users redesign portal constantly reacting

CHECK IN with the business regularly

Manageable consistent and relevant

content

Lessons learnedTRAINING – THE KEY CHANCE TO GET MESSAGING TO TEAMS

1313

TIMELY

FUN: Animation & Launch Events

ACCURATE

MANAGED expectations

ADAPT to business changes change in approach

LISTEN to local feedback

User experience is as important as technical

functionality

Keep INFORMATION informative, timely, consistent

& interesting

Lessons learnedCOMMUNICATIONS

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Lessons learned

Above all - the business users don’t like change – but they want to be

• quicker to market

• More efficient

• Better serve their clients

• Smarter than the competition

• More insightful

• Less admin focussed

So whatever the change – relate it to business– not technology

High Adoption across multiple systems enables greater ROI through enhanced efficiencies and

identifiable business benefits

Cushman & Wakefield 2017