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Using Customer Feedback to guide Technology Implementation

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The Challenge

How do you successfully implement technology with a high user adoption rate and shorten the length of time to to realize the ROI of the new

or updated tool?

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Technology Implementation Failure Rates

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5 Reasons Technology Implementations Fail

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• Poor Process Design

  Automating a cumbersome process just makes the process automated, not streamlined

• Limited User Adoption

  New Technology is sometimes seen as something “extra” to do and does not always create enough perceived value for users 

• Scope Creep and Over Budget

  Instead of a phased approach prioritizing specific needs an attempted roll-out of out all functionality at the same time everywhere can lead to uncontrolled chaos

• Poor Vision / Strategy

  No clear road-map for the tool and no ownership or governance according to that vision

• Poor Objectives & Measurable Goals

  Successful tool implementation should not just be considered achieving a “go live” status, instead dashboards and metrics that reflect the overall strategy of the Technology should be seen as the true measurement

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Technology Implementation Best Practices

Best Practice #1: Utilize a process first approach to process automation

Best Practice #2: Keep in mind future scalability within the tool

Best Practice #3: Create project phases and scope that promote user adoption and faster ROI

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