Technology services professionals are hearing a lot about “user adoption”. But, what exactly is the value of user adoption and how do you achieve that value? The challenge is to turn today’s buzz into tangible value and actionable take-aways. We highlight why user adoption is key for Education and Professional Services leaders: • The value and economic benefit realized from successful user adoption • The stepping stones on the way to adoption realization • Examples of three successful tactics you can use to drive user adoption, and land and expand, within an account

1. User Adoption: Getting Past the Buzz
to the Value & Tactics
September 10, 2015

2. Today’s Presenters:
John Ragsdale
VP Research, Technology and
Social
TSIA
Mal Poulin
Senior Director, Corporate
Strategy
ANCILE

3. User Adoption: Getting Past the
Buzz to the Value & Tactics
John Ragsdale
VP Research, Technology and Social
TSIA

4. Three Profiles of Customer Success
Adopters
Focused on
helping customers
adopt company
offerings
Retainers
Focused on
renewing
relationship with
the company
Expanders
Focused on
expanding account
revenues
4
40% of success
orgs target
adoption
37% of success
orgs target
retention
10% of success
orgs target expand
selling
@ancilesolutions

5. Why Adoption Matters
• Customers who adopt products faster and
more fully realize positive outcomes
sooner
– On average, high adopting customers have higher
renewal rates, lower discounts, and buy more
additional products
• Establish average adoption curve
– Identify customers with few logons and/or not using
features
– Tactic: customer success index
• Proactively reach out to low-adopting
customers to boost consumption
– Additional training/mentoring; opportunity to sell
training/consulting
– Tactic: quarterly account reviews to discuss adoption
5
Members who
are able to
monitor
consumption
average an 86%
renewal rate.
Members who do
not monitor
consumption
average a 77%
renewal rate.
@ancilesolutions

6. Boosting Adoption with Real-Time
Learning
• Online training/eLearning
– Online courses for product
training
– Create, manage, publish
and share “how to” and
“best practice” information
– Auto-translate options to
meet the needs of
international customers
• In-app guidance,
assistance and training
– Overviews, manuals and
how-to guides
– Help completing processes
or tasks
– Imbed in virtually any web
application
6@ancilesolutions

7. Correlating Education Services to
Revenue and Margin Improvements
One TSIA
member found
that every $1
sold in training
equates to an
additional $12 in
products
purchased
Trained
customers
buy more
products
Another TSIA
member
established that
trained
customers had
3x fewer support
incidents
Trained
customers
require less
support
A third TSIA
member found
that trained
customers
renewed their
subscription
92% of the time
Customers that
did not opt for
training
averaged an
80% renewal
rate
Trained
customers
have higher
renewal
rates
7@ancilesolutions

8. User Adoption: Getting Past the
Buzz to the Value & Tactics
Mal Poulin
Senior Director, Corporate Strategy
ANCILE

9. User Adoption – The Key to Success
Your 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 user adoption with your software
by delivering
– Effective, relevant, and engaging learning content.
– Customized, personalized, and context-sensitive assistance .
– Continuous access to related content from across your
organization.
• Enjoy
– Customer adoption, success, loyalty, and retention
9@ancilesolutions

10. User Adoption: the Key Factor in
Realizing Value
10
• 72% said Effective User
Adoption was the most
important factor for
realizing values
• Enabling Better Usage
was cited as the most
important factor for existing
software deployments
• “Many a software
deployment delivers 100%
on the business
requirements only to fail in
the final phase of user
adoption.”
Source: Achieving Enterprise Software Success, TSIA, SandHill.com
Key Takeaways
TSIA Survey – Achieving Enterprise
SW Success
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11. The Value of User Proficiency &
Adoption is Real
11
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
@ancilesolutions

12. How Much Economic Benefit Can Be
Realized?
12
• 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:
@ancilesolutions

13. WHAT HAS TO HAPPEN
TO REALIZE THIS VALUE?
13@ancilesolutions

14. Enable Understanding to Climb the
Adoption Realization Curve (ARC)
14
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 job
Time to software adoption directly impacts return on technology investment
User Success
Return on
Technology
Investment
(RTI)
@ancilesolutions

15. Climbing the Adoption Realization Curve
15
Understanding
Proficiency
Adoption
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
@ancilesolutions

16. …across the entire software
application lifecycle.
16
Project
Prep
Implement Go-live Onboard Sustain
Content Creation
& Management
Learning
Management
In-application
Guidance
Validated
Communications
Project Team Focus End User Focus
Project Team
kickoff and
communication
plan with uAlign
Creation of BPPs,
Training Courses,
etc. with uPerform
End Users
consuming formal
learning
End Users receive
in-application
guidance from
uGuide
End Users receive
communications of
app changes from
uAlign
@ancilesolutions

17. THREE TACTICS TO DRIVE
USER ADOPTION
17@ancilesolutions

18. Managing and Supporting Performance
“ART is the #1 reason we were able to go
live the way we did. ART is an absolutely
phenomenal enabling tool, which cut our
training costs by 90% and upped our
adoption from the typical for new
applications - 40% - to 95%.
6500 people trained, less than 200 service
calls, and less than 1/3rd of those were
training related.
Results = Huge Increase in Performance.”
Global Bank:
• 18,000 employees
• Upgrade HP Software from 7.11
to 9.3 in 60 minutes across 24
time zones
• Project included
• 7000 stakeholders
• 5 continents
• 14,000 assignment groups
• 33 integrations and
simultaneous deployment
Bank created specific HP ART
content for different teams and
roles.
No need for a training
environment - people learned by
show me/try me using
application simulations.
18@ancilesolutions

19. Managing Blended Learning and Change
Columbia Sportswear utilized ANCILE uPerform
to create a blended learning solution to support
their global curriculum and materials to help with
their end user training strategy.
The results: A highly successful project rollout.
Between July 2013 and April 2014, Columbia
Sportswear trainers spent over 2,000 hours in
train-the-trainer sessions, and developed and
implemented a comprehensive training program,
including:
– 65 Business process courses
– 85 Hands-on courses
– 1,000 uPerform work instructions
– 250 Hands-on scenario based exercises
– 284 course offerings for a total of 25,000 hours of
training delivered
Columbia Sportswear
The rapidly growing company
headquartered in Portland, Oregon,
is a leading innovator in the global
apparel, footwear, accessories, and
equipment markets. But the
company was new to the technical
training world which prevented
them from reaching their goals
without a solid program in place.
“Global Business
Transformation continues to
bring the company together on a
global scale in a way that we
never have before...it has
brought us a more streamlined
and logical way of thinking,
planning, and executing in our
day to day.”
19@ancilesolutions

20. Managing Communication and Change
Columbia Sportswear used ANCILE uAlign
to communicate to a disbursed group of
store managers, located nationwide.
We sent out materials and communications
around a new timekeeping application and
hardware for a project that did not have the
funding to set up regional in-person
trainings.
The project was a huge success. The
response from the managers on uAlign
was overwhelmingly positive.
Columbia Sportswear needed a
tool that would help us convey the
key information they needed to
learn the new clocks and software,
and then become trainers to their
own store teams.
We are looking at also using it
with our Sales Reps, who are
also a disbursed group that need
to be kept informed and up to
date with what is happening at
Corporate.
20@ancilesolutions

21. www.ancile.com
For more information contact:
Mal Poulin, Senior Director, Corporate Strategy – ANCILE
mal.poulin@ancile.com

22. Upcoming Webinars – TSIA.com
5 W’s of an Outcome-Based Service Model
September 10, 2015 - 10:00 AM PT / 1:00 PM ET
Six Unusual Questions Answered: Field Services Benchmarking
September 11, 2015 - 8:00 AM PT / 11:00 AM ET
TSIA Cloud 20: 2015
September 17, 2015 - 9:00 AM PT / 12:00 PM ET
6 Keys Trends that Tackle Your Field Services Challenges
September 24, 2015 - 10:00 AM PT / 1:00 PM ET
Measuring the Health of XaaS Subscription Renewals
September 25, 2015 - 8:00 AM PT / 11:00 AM ET
October 2015 TSIA Pulse Session – Managed Services
October 9, 2015 - 8:00 AM PT / 11:00 AM ET
Technology & Services 50 Q3 2015
October 29, 2015 - 9:00 AM PT / 12:00 PM ET
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23. Thank You. Questions?