New software and change management: where to start?

New software and change management: where to start?

ERP, HRIS, CRM or even purchasing tools: there are countless new software tools that have become essential for companies. Although implementing these new tools is a big challenge, there’s another one just as important: software adoption. So how to help employees master their software tools and actually use them? Here’s how to drive step-by-step software adoption in your company.

1. Identify needs

Do you remember the last time an operator called you to sell you an offer you already had? They must have walked away empty-handed, right? Why? Because you just didn’t need this offer. Well, it’s the same with software tools. For users to buy into it, software tools must meet a specific need. You’re wondering how to identify the needs of users? Here are some questions you can ask yourself to get started.

  • What’s the main need? 

Is it to support the handling of an IT solution, to optimize the use of an HRIS portal, to support the adoption of a new ticketing tool or to accelerate the adoption of an internal CRM? In short, what is the greatest need?

To go further: why is it absolutely necessary to have software for this issue?

  • Who is affected?

How many users could use your software? 150, 1500 or even 15000 users? Also, in how many departments or entities could it be deployed? One department, several entities, or even in all offices?

  • What is the biggest challenge in implementing the solution?

Is it to respond to different uses? To be accessible in real time? To be adapted to different levels of knowledge? To reduce IT support requests? Or to reduce costs?

To go further: what would be the consequences if the software was not implemented or if it was not used?

These questions will enable you to provide an answer to practical and existing issues and to foster digital adoption.

Lemon Learning’s method

At Lemon Learning, we believe that identifying the needs of companies and employees is crucial to optimize software adoption. So this is where we start with every company we help, like Atol, that we’ve helped accelerate the adoption of a new internal solution. The main need? Helping users to get started with a management software in 800 stores. The biggest challenge of deployment? Responding to the needs of both regular users and new opticians. Something else ? Providing an accessible solution in real time! By clearly identifying the needs of Atol and its employees, Lemon Learning was able to provide a tailor-made solution and support the company in its digital transformation issues.

2. Support change

Digital adoption is just like any other stages of the digital transformation: it requires step-by-step support.  In other words, digital adoption cannot happen without change management. The reason? Using new software can be disruptive for employees, so it is essential to support them in this process. Here are three ways to do so.

  • Support change beforehand: communicate to employees the reasons, the nature and the impact of the change, in order to involve them in the process.
  • Support change along the process: train employees to their software to help them make the most of their tools.
  • Support the change afterwards: establish a new corporate culture combining digital culture and a culture of change, which will prepare all employees for the changes to come.

Lemon Learning’s method

There are many ways to drive change. When helping Bouygues Construction in optimizing the use of an internal CRM, Lemon Learning chose to maximize digital adoption by following the stages of change management. Beforehand, users were interviewed in order to identify their different profiles and to create adapted training to each profile. During the support phase, users were trained on software through personalized training courses. To prepare for the future, a glossary of technical terms was designed to help employees as well as a feedback questionnaire, directly integrated into the solution.

3. Train users to new software

With new software comes training. Say hello to 2.0. software training, a training that is adapted to the needs of new users. Digitization, updating and above all personalization: providing a better learning and digital experience starts with customization. But there’s more now. Users want software training to be done from the tools. You’re wondering how to do it?

Lemon Learning’s method: Learning by Doing

If you were to learn how to cook a dish for the first time, you would rather cook the recipe step by step than learn it by heart, right? The same goes for software. In order to handle software tools, you have to learn by doing. The good news? Lemon Learning enables you to support users in real time and right from their tools. The principle is simple. Your employees learn to use their software thanks to interactive guides integrated into their tools and accessible 24/7. On the other hand, it only takes a few clicks to create and update tailor-made training courses. As a result, users have a better experience with digital tools, master their software and are more productive on their tools. It also helps you reduce support requests and costs!

4. Measure the impact

Digital adoption goes beyond the use of software. Like any project, it is essential to measure the impact of what you implement. And for good reason, the new tools create a lot of data. Although this data is often neglected, it constitutes a strategic lever. Among other things, data analysis helps you clearly identify areas for improvement in your tools and therefore make decisions accordingly. It also helps you to align with the needs of your users. Needs that evolve over time and that data can help you identify clearly and easily. The goal? Improving user experience, which is the base of digital adoption.

Lemon Learning’s method: Learning Analytics

Did you mention… Learning Analytics? Born from technological advances, Learning Analytics enables training improvement thanks to data. With its statistics feature, Lemon Learning makes it possible to identify areas for improvement in training (user journey, most popular media, etc.). As a result, digital adoption is made easier with a better user experience!

As you can see, digital adoption is more than just using software. While its objective is to facilitate the mastery of applications, it also aims to improve the relationship between employees and digital tools lastingly. Because digital adoption is at the heart of new challenges for the future of work, such as the user experience or the employee experience, it is a key to achieve digital transformation.