Introduction
Boosting productivity, increasing revenue or dramatically raising employee engagement… When you roll out new software in your company, you naturally expect positive results — and the right digital adoption metrics are what tell you whether you are getting them.
Depending on the type of software, return on investment is measured in light of the various benefits achieved (or not), including:
- Simpler data management and updating;
- Lower support or training costs;
- Better user experience and business processes.
But to measure a software's performance, it first has to be properly adopted. Despite your best intentions, results may fall short, or your team may not be receptive to the new digital solution. Employees who resist change or simply feel overwhelmed, a non-intuitive interface or poorly optimised user journeys are all factors that can hinder uptake of and engagement with the new software. To get the most out of your investment, it is essential to make it easier for your employees to adopt new practices and tools. Here is how to measure digital adoption and improve it.
1. Communicate the software's objectives clearly
Successful digital adoption depends not only on software usage, but on your employees' engagement, their "belief" in these new tools and a genuine digital culture. For your employees to fully embrace a new digital tool, they need to understand its added value and the benefits they will gain from it. Explain the objectives of the new initiative clearly, highlighting how using the tool will help increase productivity and save time. Make sure the link between the tool and the objectives is clear in order to encourage digital adoption. Securing your employees' buy-in will significantly increase their engagement, as well as their commitment to making your software a success.
2. Understand usage in order to put solutions in place
Once communication is established, you need to understand how your employees actually use the tools. They are the ones who will make digital transformation last, so stay attentive to their usage and their business challenges. You can monitor your team's performance based on precise usage indicators and qualitative data.
Let's say you have implemented a new CRM tool to manage customer relationships. You can then, among other things:
- Assess the average response time, i.e. the time your company needs to respond to a customer;
- Determine the number of steps employees need to find the right information, an essential step in understanding and optimising the user journey;
- Estimate the number of customers an employee can handle within a given time;
- Gauge the first-contact resolution rate. You can even calculate the average length of a phone call that resolved the customer's issue.
These observations will help you identify sticking points and adjust support accordingly.
3. Evaluate your digital adoption metrics
These qualitative observations are complemented by quantitative measurements, which are important to refer to in order to see which priority issues need addressing. This data allows you to track progress towards your clearly defined productivity objectives. For example, sticking with the CRM software, you can compare the average number of customer requests handled over a given period, or the time spent processing a customer request, against the objectives you want to achieve with your new software. Don't hesitate to set up surveys, focus groups or even suggestion boxes to gather more in-depth feedback on the user experience and help identify potential challenges and problems. Involving users can only encourage digital adoption!
63% of companies with more than 20 employees feel they need support to assess the return on investment of their digital tools
Source: "Baromètre Croissance & Digital 2022" (Growth & Digital Barometer 2022), IPSOS
Measuring digital adoption can be complex, but solutions exist!
Our solution K-VALUE maps usage and gives business teams the keys to take the appropriate corrective action to improve your software's user experience. These actions include training, enriched guidance, improved application settings, revised business processes and more.
Don't leave your software's digital adoption to chance. Take a strategic approach and use K-Value to measure, improve and maximise digital adoption in your company.