Accelerate Your Customers' User Adoption and Your Revenue with Performance Support

Accelerate Your Customers’ User Adoption and Your Revenue with Performance Support

Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says

“40% of executives worry that their organizations will not keep pace with technology change and lose their competitive edge” –McKinsey study, 2013

Project Sustainment

Quantifiable value of increasing and maintaining user adoption throughout the software life cycle

Forgetting Curve

Learning Curve

User Application Proficiency

Time

The Value of User Proficiency & Adoption is Real

Rising Complexity Thwarts Adoption, Creating a Consumption Gap

• Consumption gap leads to:– Slower product

consumption, slower repurchase

– Lower renewal rates with higher discounts

– Reduced satisfaction and loyalty scores

Time

Val

ue

Consumption Gap

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Source: TSIA

0

25

50

75

100

Organizational Capability: Essential Over the Long Term

Skill wanes• People move• Processes change• Technology

changes• New hires know

“less”

Impact is dramatic • Between 10–30%

capability per year

Team Skill

Source: IDC, The Silent Killer: Knowledge Leakage and the Impact on Technical Skills, 2012

Replacement workers trained to 60%

91

71

53

41

78

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Team skill @ 30% leakageTeam skill @ 10% leakage

Goal — 100%

By year 6 — it has only 24%

Year 3 — organization has 41%

of its original capability

Knowledge Leakage: Skills degrade over

time

Year 3 Year 6Year 1

5

What has to happen to ensure adoption success?

Understanding

Proficiency

Adoption

Provide knowledge at moments of need to build to user proficiency

Culmination of knowledge and skills that lead to functional use of the application

Reaching the level of mastery that maximizes user effectiveness of the application in completing the job

Time to software adoption directly impacts return on technology investment

User Success

Return on Technology Investment (RTI)

Enable Understanding to climb the Adoption Realization Curve (ARC)

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Adoptors

Retainers

Expanders

Monitor and improve product adoption/ consumption by customers40% of TSIA members target adoption

Ensuring customers renew relationships and agreements with your company37% of TSIA members target retention

Expand selling opportunities, i.e., upsell/cross-sell10% of TSIA members target expand selling

The Journey to Customer Success

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Source: TSIA

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REALITY SHOW VERSION

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Your customers are struggling

• Compressed roll out schedules• Constant technology upgrades• Chasing ROI and reducing TCO• Changing learning styles and preferences• Reduced training budgets

Understanding

ProficiencyAdoption

Managing an upgrade:

18,000 employees5 continents24 time zones7000 stakeholders14,000 assignment groups33 integrations & simultaneous deployment

Real Situations

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Failed platform rollout: “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.”

Real Situations

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Enterprise application rollout with mission critical implications:

Primary issue …. the lack of time

in their daily schedule for training. Past initiatives had included one-on-one training which proved to be time consuming and expensive. In addition, development of curriculum tended to be slow and difficult to maintain.

Real Situations

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Your Challenges

• Customer expectations for ROI achievement• Securing high renewal rates – avoiding

shelfware• Compressed delivery schedules• Users do not want to sit in classrooms• Differentiating your products • “Training” is transitioning to guidance

Understanding

ProficiencyAdoption

User Adoption – The Key to SuccessYour Customer’s Bottom Line = Your Bottom Line

People are the key to success of any software rollout• Workers (employees, partners, contractors, constituents) execute the

processes that run the business.• Workers rely on their business applications to facilitate their work.• Worker success drives organizational success.

Your success is based on enabling worker proficiency which leads to higher adoption of your software by delivering• Effective, relevant, and engaging content.• Customized, personalized, and context-sensitive assistance• Continuous access to relevant content from across your organization.

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Take A Comprehensive Approach

Each team is collectively responsible for creating and maintaining customer-facing content that is critical for user proficiency and user adoption.

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Scenarios – Delivering Success

“…an absolutely phenomenal enabling tool, which cut our training costs by 90% and upped our adoption from the typical 40% for new applications to 95%. 6500 people trained, less than 200 service calls and less than 1/3rd of those were training related.”

“Huge Increase in Performance. No need for a training environment - people learned by show me/try me (simulations).”

Managing an upgrade:

18,000 employees 24 time zones, 7000 stakeholders

5 continents, 14,000 assignment groups

33 integrations and simultaneous deployment.

Created performance support materials available on demand, within the application and in formats that fit the learning styles of users.

“250 Hands-on scenario based exercises and performance support documents were paramount in our go live success since they were readily available and very thorough. End users were able to utilize these (documents) without having a trainer constantly helping them through the steps involved in their processes.”

Failed Go Live: “We did not have cohesive and thorough communication to the users about the changes that were coming. Nor did we have a standard way to train them.”

Modernized training material and shifted the way training was delivered. Instead of sending trainers onsite, trained business process owners who then trained other employees.


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1919

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“In less than 10 weeks,• Completed more than 10,000

training events and all our physicians were ready to use the new software upon implementation.

• Consultant/ trainer needs were reduced by 33% as uPerform allowed for a rapid deployment of custom content that eliminated the one-on-one training model.

• Moved from our go-live adoption to optimization much quicker than expected which sped up our implementation process and lowered our operating costs.”

Enterprise application rollout with mission critical implications: Primary issue … lack of time in their daily schedule for training. One-on-one training was time consuming and expensive. Development of curriculum was slow and difficult to maintain.

Customized training materials accessed on-demand, either on-site or remotely via mobile devices, by physicians. “We were able to centralize our training and track the progress of each of our 850 physicians.”


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THE ANCILE SOLUTION

Source: Thalheimer, W. (2006, February). Spacing Learning Events Over Time: What the Research Says

Project Sustainment

Quantifiable value of user adoption

Forgetting Curve

Learning Curve

User Application Proficiency

Time

The Value of User Proficiency & Adoption is Real

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Skills wane over time:• People move• Processes change• Technology change• New hires know ‘less”• Impact is dramatic

(76% skill reduction by year 3)

• Reduction of authoring time by more than 50%

• Reduction of in-classroom training (from 70% to 30%) resulting in increased employee productivity and reduced travel costs

• Increased speed of finding information resulting in employee efficiency gain of 16%

• The average time to proficiency was reduced by 21%-38%

• Reduced help desk calls by roughly 25%

Key Benefits of ANCILE Solutions

Sustainment Phase:

How much Value can be Realized?

Right Time• Formal Training• In-application• Moment of Need

Right Content• Effective• Engaging• Relevant

Right Format• Fit for Function• Personalized • Multiple Modalities

Validated• Communications• Assessments• Tracking/Reporting

Ensuring Adoption across the Entire Software Application Lifecycle

Understanding

ProficiencyAdoption

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Adoption Fuels Revenue Growth

GrowRevenue

& Profitability

Sales and Renewals

• New Market: Custom Help Services for “Non-Expert” End-Users

• Improve renewal rates

Development

• Guide New Product Functionality (and Ensure Usage)

Professional Services

• Custom Content

• Deeper Integrations

• Advanced Usage

Customer Support

• Reduce Support Calls

• Rapidly decrease time to create Guidance Content by SME

SAP Productivity Pak

HP ART

EMC STaRT

BMC ESA

OpenText Personalized

Help

solutions

The world’s leading software companies

drive user adoption with ANCILE technology

4,400customers worldwide

Includinghalf of the

Fortun

e

100

and

19 millionend users

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Enable your customers to realize the full potential of their technology investments by driving user adoption across the entire software life cycle.

Partner with ANCILE to:

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ANCILE Booth #1 & 2