Posted by: datango AG | November 11, 2010

Getting optimal user adoption in the mid market: Do software companies need a new toolset?

OK, first the disclaimer: In our opinion, we make a great software product to support end user adoption of any software application and much as we’d like software companies far and wide to embrace it and take it to market (that would sure reduce our cost of sale!), that’s not the biggest hurdle that we come across when trying to help software companies. What’s is the ever-present problem? Ownership.

Not that they don’t want to ‘own’ user adoption, far from it. All of the companies we’ve spoken to in the past few years have enhanced usability and reductions in time to optimal adoption as high priorities. Just yesterday, in a conversation with an EVP of field operations of a mid-size (>$200m in revenue) software company, we shared our belief that if the principles and core deliverables required to support a user adoption initiative were considered early, during technical implementation, we’d cut overall implementation time and improve user acceptance. It was immediately evident to the executive that this was a realistic and likely scenario (even without our software!) but it had not yet surfaced as a viable strategic option to increase utilization rates and scale down service delivery to meet the needs of smaller clients.

While we can speculate as to the reasons why this hadn’t surfaced for this particular company, a common theme is one borne out of a fragmented approach to software implementations from the software vendors themselves. Explicitly, in terms of how these vendors sell their software, their services and also how adoption (or education) services are sold within the services organization. Frequently, this ‘disconnected’ approach to the sale of the complete solution is also reflected in a disjointed approach for the delivery of all of the above which effectively ‘silos’ the different aspects of implementation and doesn’t reveal opportunities for greater efficiency. Nobody really ‘owns’ the whole and KPI’s are based upon the individual ‘silos’.

Naturally, if you’re a software company, we’d like you to talk to us about how we can help (of course we do!). But even if you don’t want to engage with datango, consider an integrated implementation methodology and the opportunities for the removal of redundant tasks – versus an approach that too often puts technical, project team readiness, user readiness and post-go-live support into separate ‘buckets’. With these early signs of a recovery there are lean ways to scale and meet growing demand in all markets. The results would be greater value for all stakeholders.

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Responses

  1. Great post. Keep it up.

    • We’ll do our best!


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