Digital Adoption Platforms

As companies around the world embrace digital transformation initiatives increasingly digitizing their business processes and workflows, Digital Adoption Platforms play a critical role in ensuring transformation success.

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What is a Digital Adoption Platform?

A Digital Adoption Platform is a class of software technology that helps organizations realize the true value on their software investments by solving the digital adoption challenge.

Organizations around the world are increasingly investing in advanced software products and applications to optimize their business operations and gain competitive advantages. Digital Adoption Platforms help organizations realize the ROI on their IT investments by driving rapid end user adoption and helping end user easily integrate new software systems into their workflows. As such, Digital Adoption Platforms hold the key to the long term success of software implementation.

Why is Digital Adoption a Challenge?

The increasing number of products that organizations are adding to their application stack has brought the digital adoption challenge to the fore. Be it inside sales, marketing, customer success, procurement or any of other departments, organizations are increasingly seeing value in adding as much as automation and intelligence to processes in order to free up employees from manual and repetitive tasks thereby freeing up their time for more productive and intellectual tasks.

However, since business processes themselves have become quite intensive in the digital age, automating many of the tasks requires sophisticated software products. Despite their intuitive UI, applications like Salesforce, Guidewire, SuccessFactors, Workday, SAP provide a wide range of functionalities. To derive business value on these applications, organizations must ensure that end users make full use of all the functionalities relevant to their workflows.  

But there exists a gap between the value realized on software applications post deployment and the value expected from them prior to deployment due to poor user adoption.

Digital Adoption Platforms fill this gap by helping organizations manage the human side of their software deployment and driving end users to adopt new systems and processes. A successful digital adoption lifecycle involves effective user onboarding, end user training and application support that can propel end users to utilize applications efficiently. 

Why Does Digital Adoption Matter?

Organizations are investing significant amounts of money in software applications in order to optimize and improve the efficiency of their business operations. It is estimated that companies will invest $389bn on enterprise software applications in 2018.

However, companies are increasingly realizing that they cannot drive value and ROI on their software investments unless end users adopt these systems. As such, digital adoption is the biggest hurdle to long term software implementation success. Multiple independent research studies have also confirmed that poor digital adoption is one of biggest reasons behind failed software implementations.  

Poor adoption could have multiple causes. The most prominent among them is inadequate and incompatible user onboarding and training. In a lot of cases, companies tend to weigh pre-deployment processes much more heavily than post-deployment training. Even if training is given due prominence after go-live, it is delivered in a manner that makes end users incapable of quickly becoming competent on the software applications they are supposed to use. Inadequate training generally leaves a huge consumption gap between the actual realized value on software systems and the value expected prior to implementation. This consumption gap can limit users’ ability to integrate applications into their workflows thereby grossly underutilizing them. Poorly trained users take as much as four times more than properly guided users to attain competence on an a software product.

A longer time-to-competence directly means longer time-to-value and this can be disastrous for companies since value has to be realized within a set timeframe for long term success. Fast digital adoption, therefore, becomes critical to ensuring long term project success, value and ROI. 

How Do Digital Adoption Platforms Solve The Adoption Challenge?

Digital adoption has three main stages viz. user onboarding, end-user training and application support.

In the first stage, new users must be effectively onboarded onto the application giving them a broad overview of the basic functionalities and how to use them to their advantage. End-user training involves guiding on the more sophisticated functions of the system. Specifically, this means users are coached not just on the theoretical aspects but also on practical aspects walking them through tasks inside the product in realtime and how to carry them out. Application support should be able to instantly resolve users’ queries without forcing them to leave the application environment at any time.

It can be observed that while onboarding is a one time process, training and support continuously recur throughout the adoption lifecycle of a user. And that’s where Digital Adoption Platforms come into play.  

Digital Adoption Platforms enable organizations to bridge the consumption gap by helping them manage the human side of software deployment and driving end users to adopt new systems and processes. Consequently, DAPs help drive value realization since users are empowered to exploit the functionalities of their applications to the fullest potential. [/vc_column_text]

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How Do Digital Adoption Platforms Work?

Digital Adoption Platforms enable organizations to manage their users’ product adoption lifecycle by helping them onboard users onto a software application, deliver task based training and provide always available support that is sensitive to users’ context. The fundamental principle on which DAPs are built is that for end users to gain competence quickly and adopt a software system effectively, the learning and application environments need to be unified.

Unlike conventional methods which large enterprises continue to employ, this means that users are onboarded, trained and supported right inside the application environment. As a result, Digital Adoption Platform drive adoption through continuous realtime learning that is always available.

DAPs also empower organizations to make better training decisions giving them continuous feedback on patterns of user behavior inside the application and specific pain points they tend to get stuck at. This valuable insight from analytics ensures that companies are aligned with the learning needs of their users. 

What Benefits Do Digital Adoption Platforms Deliver?

Digital Adoption Platforms can deliver several benefits for organizations. Primary among them is the realization of value on their IT investments. At the same time, DAPs also ensure that employees function at their productive best and perform at optimum levels having successfully integrated software products into their daily workflows. Digital Adoption Platforms can deliver the following benefits:


Higher engagement and optimum usage of software applications.

Shorter and effective employee learning curve due to task based learning.

Better workplace experience derived from a modern, digital training solution.

Higher employee satisfaction resulting in increased workplace productivity and performance.

Increased ROI of business applications with faster time-to-value.

Increased per capita end user productivity and performance leading overall organizational growth.

Reduction in the volume of help desk tickets raised by end users and the overall support overhead.

Reduction in expenditure on end user training and time spent on creating training content.


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