How do I promote adoption of ServiceMax? That should be one of the key questions you ask yourself throughout the development and implementation process and yet is often missed. Many people believe that adoption of a new tool is a given if they create the system well and provide some training. People will adopt the change “because I said so”.
The reality of the situation is that creating a great system and training are important parts to adoption success but cannot stand on their own. Company adoption of ServiceMax is built from four main components: Preparation, Communication, Training and Support.
The first step in adoption is preparing for the change. You must assess and address how the system/process affect each team.
Share news and key information about the ServiceMax project with leadership and teams early and often.
3. Training & Expected Usage
Plan and provide role specific training for each team/user. In-person training should be used whenever possible for the best user experience. Training should include hands-on experience in a Sandbox/Training environment, written or recorded training materials for reference and a role specific support team for questions. Training should always include clear user expectations for after training. Some common expectations include:
Expectations should be specific to each team and correlate to the team’s day-to-day business. Leadership must prepare to review, manage and support any expectations that are communicated.
4. Support & Metrics
The initial and on-going support that is required for full adoption of a new application is often missed. Implementing ServiceMax is a journey, not a destination. The journey requires on-going check-ins, review and leadership support. There are three main phases of support: Pre- go-live support, training/go-live support and on-going support.
Pre- Go-Live Support
During the Pre-Go-Live period you should complete the following support tasks:
During training and go-live you should be building excitement for the new tool. User will be more apt to feel excited if they have an effective training experience, attainable expectations and peace of mind that support will be available when needed.
The real efforts in support begin after training and go-live. This is where all the planning, communication and training come together to foster strong adoption. Some beneficial after-go-live support options include:
With all the time, effort and money that you have invested into ServiceMax it is worth a little more time and effort to see the project through to full adoption. Schedule a meeting with your team to talk about Preparation, Communication, Training and Support. Whether you are just starting your ServiceMax project or are years into the implementation, these best practices can be applied and help your team achieve a stronger adoption outcome.
Contact the ServiceMax Education Team to provide you with specific help for you and your team related to training and adoption.