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Driving Adoption

In a world of constantly changing technology, and the need for the next big thing, some solution providers concentrate on ‘bells and whistles’ and not aiding the user.

An analogy that I have used during my career is based on owning an automobile.  So often we are tempted to add go faster stripes, or install a body kit, when actually we should be inflating the tires and getting the car in a state to drive efficiently.  It is far ‘sexier’ to look to enhance, rather than the associated dullness of just making sure it works.  Yet a car with flat tires is not going to get you where you need to go, regardless of how fancy the paintjob is!

Using that example, what reporting solution vendors should use to ensure high levels of adoption, and ensuring that the purchaser generates the expected R.O.I.?

  1. Help me decide which report I need to browse.  This can be achieved with key insight alerts (data insights), directing me to a threat or challenge, or with a description of what each report provides.
  2. Ensure that I use the report efficiently.  It’s important that every report has documentation to support it, which navigates the user through its objective and flexibility options.
  3. Provide on-the-fly education.  When I am interacting with a report, there are so many potential facts and data points, I need the ability to click on areas of confusion, and be provided with an overview or explanation.
  4. Human interaction.  In an age where outsourcing and automation has become common place, I need a human to answer my call, and have the knowledge and expertise to ensure I leave the conversation with my challenges overcome and feeling valued.
  5. Ongoing improvement.  When I have used a report, I instantly start to create a perspective of its value and ease of use.  I need a dedicated feedback option to provide comment in order to drive improvement or ensure future consumption is easier.
  6. The bigger picture.  Assist me in understanding which reports are most popular within my team, and what insight is missing the mark.  Utilize tracking and auditing to discover user activity and then use this information to help drive adoption or make future enhancements.

In the past, so many of the above points would be considered ‘taken for granted’, however in a technology, enhancement focused environment, they are becoming harder to find.

Here at ToolBox Solutions, we pride ourselves in making our products as easy to use as possible, and then ensure that the support network surrounding them, is the best in the business.  It’s the combination of software, people and process that has seen adoption rates maximise with all of our satisfied customers.

So the next time you are navigating through a solution acquisition process, ask yourself the question…how reliable is their car?  Kick those tyres.

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April 21, 2014 | Shaun | Data Insights

17 Comments

  1. shawn Says: April 21, 2014 8:18 pm Reply

    I completely agree. If an end user doesn’t understand how to use the reporting tool, or even worse, doesn’t understand what a report is saying it is pointless. Ensuring that the user has all of the tools to use and interpret the reports properly is key. And, having someone on the other end of the phone when they have a question will make all the difference in the world.

  2. Tricia Says: April 22, 2014 2:52 pm Reply

    Love the analogy Shaun! Ensuring a reporting solution is simple to use, intuitive & efficient are key decision factors. If a tool is too difficult to use, doesn’t provide adequate insight and/or doesn’t help the user become more efficient there will be no traction and the solution will eventually fade away.

  3. JC Says: April 23, 2014 1:23 am Reply

    Often what we want is not what we need. Making sure the user is getting the required value is key to providing quality and service. Great article Shawn!

  4. Mark Says: April 24, 2014 2:30 am Reply

    Simplicity is a key ingredient to better utility and execution. I see complicated solutions never getting the traction required as they are not user friendly.

  5. Joe Catella Says: April 24, 2014 4:11 pm Reply

    Love the human interaction piece. It’s something they sometimes gets lost these days. I know clients always appreciate a phone call when they have a question or concern. Most of the time it resolves this issue much quicker than a bunch of emails!

  6. Tammie Says: April 24, 2014 9:03 pm Reply

    It takes a lot of interaction to make sure that what the client asks for is what they really need. They often say that they want x, y and z but in reality that isn’t exactly what they meant or it ends up being too complicated. The trick is giving them what they want in a manner that is easy to use.

  7. marenos Says: April 30, 2014 2:31 pm Reply

    Driving adoption comes with ‘real life’ experiences and relating to the end user. So many times I see companies buying ‘tools’ with little adoption because there is a lack of relevance to the end user.

  8. Katherine Scorcia Says: April 30, 2014 2:38 pm Reply

    The end users must be on board with the reporting solutions since the users will pass on the new information to any new employees.

  9. Monica Says: April 30, 2014 3:12 pm Reply

    An easy to use and user friendly reporting tool with proper training goes a long way

  10. MC Says: April 30, 2014 3:23 pm Reply

    Great article! Far to often simplicity for the user is often over-looked. If the solution is not easy for the customer to use, they’re not going to.

  11. Shaun Says: May 1, 2014 12:03 pm Reply

    As users, we have become accustom to solutions that are developed with an ‘ease of use’ approach.

    It has become expected that when we access solutions, they are created with utility in mind, in order to make sure we revist them often. Unless business solutions are built with the same delivery and use in mind, as social media products, there will continue to be a lack of adoption.

  12. Stephen Yoon Says: May 1, 2014 12:37 pm Reply

    Providing a reliable, informative service that always answers the needs of the category management demands is the trick.

  13. Graeme Says: May 2, 2014 1:48 pm Reply

    Creating something easy to use when it comes to data reporting almost goes without saying. ToolBox has created something that nails it on the head and is a reliable category management tool.

  14. Brenda Says: May 2, 2014 8:52 pm Reply

    Check out the Toolbox Vendor Insights Reporting Solution there’s a report that can tell me if a stores not selling my item and will quickly see the opportunities missed.

  15. Kim Says: May 4, 2014 5:45 pm Reply

    By providing a point and click solution, automated insights/opportunities and a little training …. Goes a long way for the end user.

  16. David Says: May 23, 2014 3:49 pm Reply

    Technology should be used to make life easier. To add to the car analogy, if a reporting solution requires me to get out an push when we come to a steep hill then it’s time to buy a new car.

  17. Jason Says: May 29, 2014 2:50 am Reply

    I love systems where the ongoing improvements are well communicated. It’s great when a system has been thought out well enough to help train you on new features as they are released. This definitely aids adoption!