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SAP CX Best Practices - Adoption Overview and Preparation

<div id="content"><p tabindex="0">In this lesson we will provide insight on key adoption drivers and how your organization can benefit from the best practices shared in this section.</p><ul style="list-style-type:disc"><li tabindex="0">Adoption overview<ul class="second1" style="list-style-type:circle"><li tabindex="0">Definition and value</li><li tabindex="0">Maturity model</li></ul></li><li tabindex="0">Increase and drive adoption.<ul class="second1" style="list-style-type:circle"><li tabindex="0">Success Criteria</li><li tabindex="0">Adoption Ambassador</li><li tabindex="0">Publishing and communication</li><li tabindex="0">Enablement Resources</li></ul></li></ul><div class="kalturaVideoLessonWrapper"><div aria-label="Watch the video" class="kalturaVideoLessonContainer" data-testid="video" id="1_l3040olq"></div></div><p tabindex="0">Alternatively, you can review the presentation <a target="_blank" href="https://d.dam.sap.com/a/z21NE1V/CX%20Best%20Practices%20-%20Adoption%20Overview%20and%20Preparation.pdf?inline=true&amp;rc=10&amp;doi=SAP1144501">here.</a></p><div class="parentsection"><div class="section"><div tabindex="0"><h3>Conclusion</h3></div><p tabindex="0">Defining clear adoption goals should be a priority from the early stages of your project and as an ongoing process beyond go-live. Those goals should be clearly defined, documented, and communicated.</p></div></div></div>

Best Practices - Adoption Overview and Preparation

Cloud Onboarding for SAP Sales Cloud and SAP Service Cloud

CX Best Practices - Adoption Overview and Preparation.mp4

Welcome to this adoption preparation video. At SAP we know that customers need more than just outstanding software products to achieve their desired business value from their investment. At the center of the digital journey, adoption is paramount to realize business value. My name is Valeria Runao and I'm a CX onboarding advisor. In this video I will share with you some insights into the fundamental aspects of adoption and an enablement to help you set the basis for a successful project from start to end. In this video we will address the following topics. What is adoption and its value? And what is the adoption maturity model and how you can use it to drive your business? We will also talk about how to increase and drive adoption, success criteria and how to measure, who is the adoption ambassador and what the role entails, how to communicate efficiently and last but not least useful enablement resources for your team. This content is valid for all CX products and dedicated to key and business users as well as stakeholders. We know that vision and strategy are starting points for major decisions to optimize business and their day-to-day operations. So within this context what What is user adoption? In simple terms, it is ensuring that the employees within your organization know how to correctly handle your systems and processes in order to do their jobs effectively. But it is more than training, even more than enablement. Adoption is bridging the gap between the solutions side and the people side, and it makes a difference. To achieve what you set out to achieve. Adoption preparation should take place at the early stages of your project. When putting together your adoption plan, the focus should be on some key elements. Think, are your project milestones included? Does your adoption plan sustain your business value? And does it aim to minimize project risks? It should do so by proactively addressing key questions as part of the implementation. For example, what is adoption for your team? Would you consider the solution adopted if all your defined users are logged into the system? one-time users or active users using it for operational day-to-day activities. Does that even tell you enough about how they're using the solution? All these are extremely valid questions that should be planned to be addressed as part of the implementation and as part of your adoption plan. So why is it important to have an adoption plan? Within an adoption plan, your organization will be unable to pinpoint areas of improvement or set guidelines for your team to follow. A lack of adoption objectives will result in a lack of a compass to drive your business, and to accelerate and improve some key areas such as time to value, customer experience and satisfaction, and finally, customer loyalty and retention. With a plan in place, you can factor the impact of your adoption goals. You will ultimately set a solid customer structure in place to better your sales processes. Get more insights on how your customers are using the platform to purchase your products. Make sure you get payback from your solution investment, among many other benefits. If you don't meet your goals, you can observe. The impact on your customers, business and internal stakeholders. Whether a lack of an adoption plan or failure to meet your goals benefits your competition. Remember, your missteps are your competitors' advantages. In a world where online reviews and customer and employee satisfaction are ever important, consider who will be unhappy. Now let's talk about adoption maturity and what it means for your business. When we talk about adoption maturity, we refer to the progressive stages of user adoption, which you can see on the right-hand side. As you can see, there are four stages of maturity. Think of them like crawl, walk, run and fly. A good starting point is to set clear defined expectations for user adoption. We all want to shoot for the stars, but you cannot fly from the get-go. Make sure your expectations are achievable. To ensure efficiency and set a framework for success, processes should be documented and communicated. Let's dig deeper into the concept of crawl, walk, run and fly in the next slide. As previously stated, we define the adoption maturity model with four levels. Each of these adoption parameters represent different maturity stages. Similarly, as a baby should crawl first before learning how to run, so should your business to be able to fly. First, the crawling stage, driving active system usage, is the very first maturity stage. Here, you encourage all users to start using the system actively and address issues that may be related to system setup, collecting feedback about usability, missing features, as well as observing any reluctance to change. The second level is walking. Quality of information is the foundation of better decision-making. Even if data is created in a timely manner, if it doesn't contain relevant information, it would lead to poor adoption since incomplete data is not reliable and cannot be used to do business. Third, running or using the information gathered to effectively steer your business and sales. Check if master data and transaction data are being created and updated, and assess if the usage trend is upward or downward. This prompts management to come up with strategies to address the challenges. Some of the key questions here are what are the new releases bringing to me and where did some activities stop and why? Finally, your ultimate goal is to fly and build next level capabilities for your business. Ask yourself, is the solution improving the overall efficiency of the supported business processes? If the answer is yes, then what's next for my business? Can you implement machine learning? We estimate about one or two months for your business to progressively grow or mature to the next stage. Here you can see the adoption maturity model with detailed information that may serve as a discussion point within your team. Let's highlight the best practices for each level. To drive active system usage, as a starting point here, processes should be documented, communicated and acknowledged. Executive sponsorship must be involved and the reason for change must be communicated. Business objectives and expected results should be clear for your team. For stage 2, some of the best practices we'd like to share with you are, end users should be enabled and there must be a support structure in place, such as peer coaching by key users. User activity dashboards should be operational, such as get information on logins, transactions created, etc. Now when your focus is to use the solution to effectively steer your business and foundations have been laid, at this point data quality dashboards should be operational, e.g. checks on master data fields, free text, default values. Also, user feedback process for solution improvement is active. Additionally, management should analyze trends, are they upward or downward and why. Finally, once you have gone through the previous stages successfully, you are ready to build next level capabilities. At this point, solution should improve the overall efficiency of the supported business processes and is being used to monitor and drive business results. For example, operational and financial KPI dashboards are in place and used. Now that we have addressed the adoption overview, the next phase is how to drive adoption and make it an elemental part of the project and after go life. One of the very first steps to increase user your adoption should be to define success criteria. Define KPIs, priorities and importance of success criteria, but the definition is incomplete without measurement and parameters. How can you measure user satisfaction? For example, you can use surveys or direct feedback from the team, you can check system usage, check ticket trends and review campaigns and outcomes. Usage reporting is a critical aspect of adoption. Then, what to do with this information? On the positive side, it is essential to celebrate wins and communicate success will go lives within your organization. On not so positive outcomes, follow up on negative feedback, find out where it's coming from and why, then address it and prevent it. In neither case, ensure to build upon positive and negative outcomes. Once you're set up and your business has a clear view, you need an Adoption Ambassador, as not all business needs to go to IT. What does the role of an Adoption Ambassador entail? The Ambassador takes care of all CX processes, marketing and sales. They can collect the feedback for internal usage as well as to send it to SAP. Before an escalation, the ambassador can analyze if it is in fact an escalation and consult with the partner who checks for releases and avoid unnecessary escalations or make sure any issues go through the proper channel. We highly recommend that you choose somebody in your team to be the Adoption Ambassador. When we talk about adoption and increasing it, Clarity is essential. Communicate quickly and frequently to your enterprise so people are up to date. Creating awareness of your objectives and success project will be key to achieve business value. What is the purpose of communication? It is crucial that the new way of working is understood. Your enterprise must have a clear idea of the next steps but also of already achieved milestones. Confusion will lead to resistance, thus the importance of open, clear and frequent communication. So how can you do this? These are some examples on how to communicate efficiently. You could make use of internal platforms, create a newsletter, deliver sessions, and provide regular enablement. To be successful adoption needs structure. Be specific about timelines and desired outcomes, document and formalize objectives, and finally monitor outcomes. Enablement for the end user is a crucial aspect of increasing adoption to discuss future improvements, support topics, and best practices. For starters, encouragement is key, not only explaining the benefits of enablement, but also identifying and providing incentives. Demonstrate the benefits for end users and managers to improve their work. What's in it for me? Provide resources to people, such as time for learning, check with the implementation partner to see if they have a process in place, and allocate resources for enablement. There should be a central support team responsible for key user support and communication, incident handling, and service requests. Utilize. Make use of the many SAP resources available to you. In fact, we include some key resources on the right-hand side here, which you can find on the presentation. And finally, protect. Document your knowledge and also have a backup plan. For further information and guidance on enablement and adoption, please visit our onboarding resource center. It has been compiled with all the necessary solution-specific information to guide you to a successful project. We hope you have found the content useful and informative and that it has helped you set the foundations for your adoption plan and journey. Remember, defining clear adoption goals should be a priority at the early stages of your project. Ensure they are communicated efficiently and documented. And last but not least, follow up on outcomes and feedback to drive your business to the next level. Thank you for watching.

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