How to get your employees to use your SaaS solutions

Software adoption

Index

The problem of adoption3 recommendations for employee adoptionCase study: ITM Platform TeambotActivation of ITM Platform TeambotFunctionalities

The problem of adoption

General diagnosis

The problem of adopting Enterprise software:Users:

• Do not use prescribed solutions• Use alternative solutions (IT

shadowing)

CTO ≠ user72% of CTOs consider adoption is the 1st success factor for the implementation of SaaS

Sandhill

43% of CTOs recognize the threat IT Shadowing Forrester

80% of users abandon enterprise mobile apps after a single use

Boston International

Some statistics

General diagnosis

“All friction creates disenchantment and excuses for abandonment”

The demise of software adoption

3 recommendations

Recommendation 1: User-centrism The theorem of user-centrism

users = customersUX research = success

employees = users

Artist: Albert Ruiz Villar

Recommendation 1: User-Centrism To ensure the use of a solution, focus on end users:

• Who are they? • How are they different from you and from each other?• What do they need to do their work and what do they actually ask?• What are their actual usage patterns and how do they differ from what the

new way?

Methodologies worth a shot:

• Focus groups• Ethnography• EX Journey mapping

The Employer eXperience Hypothesis (EXH)

The product

The solution

The behavior

The benefit

describe the SaaS solution of your choice

How will the product be a fix

describe the process

describe the expected benefits

Recomendation 2: Simplicity

• State your EXH• Test with a small group• Track and document friction:

• Obstacles• Advantages • Frustrations

• Focus on incremental improvements• Gradually expand to the rest of the

organization

Simplicity

The simplicity mantra

“No solution will solve every problem. Simple solutions are easier to adopt and generate

fewer problems in the long run.”

Recomendation 2: Simplicity

Recomendation 3

Targeted IntegrationInstead of forcing users to move to a new environment, adding new layers of complexity and friction:

Go to the environment where the user already is.

Precautions: • Striking a balance between integration and simplicity• Discard the panacea of complete integration• Respect existing workflows

Case study:ITM Platform Teambot

ITM Platform Teambot

Project and Portfolio Management

Team communication

Slack for collaborationSearchable Log of All Communication and Knowledge

How is information organized?

• Teams>Channels

• Direct messages

Slack for collaborationSearchable Log of All Communication and Knowledge

Why does Slack stand out?• Easy to use• Comfortable• Less formal

High adoption rateLow dropout rate Centralized information Effective communication Tangible

Slack for Project Management

Tips:

•Create one channel per project•Create posts at the start of each project•Pin important messages

•Add constraints to informal

reportingSlack’s “Slack for Project management” guide

• Program and portfolio management• Agile and classic projects• Resource management• Costs and Revenue• Risk management• Integrated with JIRA,

Slack, Zappier

ITM Platform: functionalities

ITM Platform Teambot

Value to team members:

• Recall tasks and projects• Report hours• Status• Add comments

ITM Platform Teambot is the ITM Platform app on Slack

The Teambot EXH

The product

The solution

The behavior

The benefit

ITM Platform Teambot

Increase daily use of ITM Platform for Project reporting

Reporting actions from Slack – no login!

+ ROI for SaaS investments

Advantages of ITM Platform Teambot

Trigger all user actions by simply typing the /itmplatform command family

BENEFITS• Visibility of responsibilities• Saving time and processes• ITM Platform projects are linked with Slack• Synergies with other apps• Balance between formal and informal reporting processes

Activation of ITM Platform Teambot

Connection process for non-customers

1. Create team on Slack.com2. Go to the Teambot page in the Slack directory3. Click on ‘visit site’4. Subscribe with ITM Platform5. Follow the authorization process

Note:Emails on the Slack team must match with ITM Platform users.

Functionalities

1. Recall assignments

Click for the animation

2. Report task hours

Click for the animation

3. Progress

Click for the animation

4. Comunication

Click for the animation

5. Help & Support

HelpFunction: Command instructionsSyntax: /itmplatform help

SupportFunction: Send feedback to our teamSyntax: /itmplatform feedback

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…or visit our website at: itmplatform.com/en

References

Articles and presentationsEmployee Experience Journey Mapping Workshophttp://www.slideshare.net/DesigningCX/employee-experience-journey-mapping-workshop-slidesITM Platform Teambot, or how to put users in focushttps://www.itmplatform.com/en/blog/itm-platform-teambot-or-how-to-put-users-in-focus/5 reasons why you should use Slack in your officehttps://www.itmplatform.com/en/blog/5-reasons-you-should-be-using-slack-for-team-collaboration/Slack for Project Managementhttps://get.slack.help/hc/en-us/articles/218130338-Slack-for-project-management

ITM Platform TeambotListing on the Slack app directoryhttps://itmplatform.slack.com/apps/A2T8A5GHM-itm-platform-teambotTeambot trialhttps://www.itmplatform.com/en/landing-pages/itm-teambot-a-slack-integration/Activation Instructionshttps://helpcenter.itmplatform.com/hc/en-us/articles/212540289Commands tutorialhttps://helpcenter.itmplatform.com/hc/en-us/articles/213514709