The key to adopting your business processes successfully on a digital adoption platform is to understand your journey. Understanding your journey requires understanding your current state, in this case, the applications and departments that will require attention as well as the requirements for each application/department.
Clear mapping of what is required and the outcome of each requirement (application/department) will help in refining the target outcome. Therefore, picking out the applications where you want to successfully implement a DAP would be the first step in understanding and starting your journey. Peeking out all the determinants that may or may not affect your journey would be next, for example:
- What are the business drivers? - Are there any prerequisites? - Are there any dependencies? - Is there anything that can’t be changed? - Are there any risks involved? - How do we measure success?
Like any new business process, defining the phase for the execution of a digital adoption platform is the first step. Planning is the first phase of any new business process, and so identifying the opportunities, making a Core Team with basic skills, and developing a roadmap are the first steps in the first phase. Experimentation is the second phase where prioritizing applications where implementation is requested first is an initial goal. Involving as many users as possible for a considerable sample size to monitor performance and further development is another goal during this phase. Refining is the next phase where reports generated from experimentation are analyzed and lessons learnt for improving an existing strategy and establishing best practices are important goals during this phase. Identifying and scaling from these results to Grab new opportunities is a key to implementing the third phase successfully. The last phase is integration where maximum awareness is created for a new digital adoption process and everything is governed for the best results.
The importance of investing in a DAP solution cannot be understated, but at the same time, a business needs to have a clear picture of ROI post implementation of the solution. This happens by post-go live user optimization and making the most of the purchased solution.
Before the pandemic, the DAP was considered just an additional feature or product that could or could not help in increasing the profits of the organization but post the pandemic, any enterprise realizes the need to have a remote digital solution that could help in maintaining the hybrid or remote work environment without increasing the costs of training and onboarding for new and existing employees. All C-Suite employees have understood that they need to have a DAP solution to make their businesses more resilient to unpredictable and dynamic work environments.
The first and foremost step in accelerating digital Adoption in your company would be to prioritize the adoption and engagement for that option.
Focusing on the engagement, the transition would become easier for all the stakeholders because of ongoing feedback while the new platform is getting ready to be used.
The “push and pull” method can also be used to accelerate the experience for the customers and make it more impactful. Pushing is inspiring them to use the new tech and pulling would be securing them back to the portal where they can use the previous Technology and can see a stark difference in their User experience. Over time, they would be wanting to use the new platform for ease of access.
The task of harmonizing new business processes is important to ensure that all the stakeholders accept them. A transition has to be smooth, transparent and straightforward if it is to be accepted by all the people involved in the new digital process. It is vital to keep everyone informed about what is going on and to make sure that they understand how their role fits into the overall process. This way, when the new process goes live, everyone will be able to extract the best value out of their investment.
The harmonization should be aimed at bettering all the process elements for growth (e.g. sales volume, market share), increased efficiency (e.g. inventory turns, customer service costs), better morale (e.g., productivity, absenteeism), reducing resource intensity (e.g., space requirements, headcount) and so on.