Would you send your employees to a destination without a map of how to get there?
The vast majority of technology deployments require some form of on-site digital transformation, many companies are deploying solutions without a plan of how to imbed the technologies with the users on site, and ultimately gain return on investment.
The procurement and rollout of new technology has many different aspects to it. Often however it can be the user, that is thought of last, if at all.
A lot of time is devoted at the beginning to researching the technology, and the supposed outcomes that the organisation hopes it will deliver. It can be good at the beginning of any deployment to break down the reasons why this is happening, what the expected outcomes are, and what practical steps will be taken to ensure this happens.
I have visited many companies throughout my time as a CS (Customer Success Manager), and have witnessed the remnants of Audio Visual deployments gone awry, a technological graveyard of broken dreams. Many times I will ask what happened, only to be met with a shrug, and a meek: “yeah its all a bit of a mish mash”. My key question is always the same: “What will be different this time?”
These technology deployments could have failed for a number of reasons. Perhaps the company didn’t have a clear sense of what they were looking to achieve, it could be a suitable budget was never agreed, were stakeholders happy and willing to go on the journey of transforming their collaboration portfolio? Did they release what was expected of them to make it a success?
Or was it that the largest cohort, namely the end users, were not consulted, and felt these solutions were being brought in without their consent or collaboration, and it was hoped that they would just ‘adapt’ to all of this new tech.
Customer Success I believe is key to ensuring that all of this time, effort, energy and crucially investment is not wasted. Before even one chip of hardware is delivered to site, I am challenging the user, to find the ‘why’ of their desire to improve/upgrade their technology portfolio. This can be very motivating, as it provides a good roadmap, that can help everyone, to remember why and how they are doing this.
The key first question is almost always: “What does success look like?” Before setting off on any digital transformation journey, it can help to envisage the destination. If there is an agreed definition of what good looks like, it can help everyone share in the success of a job well done.
A digital transformation can take many different forms and is a key component of any solution deployment.
Without good quality training and adoption, business can fail to realise the full value of their investment, staff who are expected to use the equipment can become frustrated and if business outcomes are not reached, it can put other project work, on business initiatives in peril.
According to a Worklytics study of meeting room usage, even top performing technology companies see an overall utilisation efficiency of 55-60%, which suggests that there is much work to be done. This would likely be far lower in non tech firms.
Audio visual technology has the power to transform the workplace, and a good training and adoption programme is crucial as it allows staff to better understand system capability and how it relates to their job. Quick reference guides also help to hammer home this message, and allows staff to self manage themselves through spaces, and with time and support, require less and less technological intervention.
ISDM works to design and deliver bespoke training and adoption programmes to help customers large and small identify and realise their business outcomes, these can serve as a collective blueprint, that helps remind all key stakeholders, the why and how of the project, and keep everyone collectively on the same page, when it comes to ensuring that everyone feels a part of technology changes within an organisation. Some key benefits to a well designed and focused AV training and adoption plan are:
- Reduced issues and downtime
- Higher Utilisation of AV Collaboration spaces
- Improved Collaboration and engagement
- Faster Return on Investment
- Lower IT and AV Support burden
- Future readiness
To discover how ISDM can empower you on your journey to digital transformation, please reach out today, or visit www.isdmsolutions.com/customer-success for more information.
Written by Stephen Carlisle,
Customer Success Manager, ISDM Solutions
