You have finally made the decision to upgrade to a new field service management software. In order to have a smooth transition and ensure user adoption, you need to have a clear strategy in place from the beginning. The success of any software adoption within a field service organization depends on how well employees understand and accept the technology and its functions. With proper preparation and by following a few simple tips, you can ensure the buy-in of the users who will ultimately determine the success or failure of your investment.
Here are 5 tips to drive field service software user adoption:
1. Tell Them Why
When implementing software across an organization, one of the biggest roadblocks to adoption and success is the lack of transparency. Without explaining the value, or the ‘why’, employees will quickly become resentful and end up using the software for the bare minimum. Why would they want to make a change when the way they have been doing it for years was fine?
It is critical that you help them understand how it makes their lives better. Explaining the value – the reasons why you need this software, and making it clear how it benefits them – encourages them to invest the time and energy into becoming tech savvy.
You have to sell it internally. Of course selling to your employees isn’t as simple as saying the new solution has “this cool feature” or “that cool future.” You must demonstrate the value of the product for each user group, and show how it addresses their pains and helps the organization as a whole.
To ask your employees to use a new field service management system, the user interface has to be simple, fast and easy to use. It needs to be designed in a way where staff feel that they are working more efficiently instead of performing data input tasks.
3. Get Influencers On-Board
Selling value to your entire field service organization might be difficult if you haven’t actually been in your employees’ shoes. Sure, you know the new solution will simplify processes and improve the bottom line, but do you now what pains your employees experience each day?
Begin by getting buy-in from a small group of experienced employees in each user role—planners, dispatchers, technicians, and supervisors. Having been in field service for a while, they know the business and have experienced the pains more than anybody. They might even be more willing than newer employees to accept changes if they understand how the new technology will make their jobs easier. Make sure this group has good communication and networking skills. These influencers can become ‘power users’ who will be the software experts. They will come to know the product inside-out and be the go-to people for anyone in your company who has questions about it.
4. Process and Procedure Management
Process and Procedure Management is the cornerstone to user adoption success. Organizational leaders who can explain, motivate and continually drive standardized processes will ensure employee buy-in and project success. Organizations who back away will find that the staff may return to their old ways of working – negating any system replacement objectives.
5. Schedule Training Often
In addition to including the team in the selection process and getting them on board early, make sure you schedule frequent training sessions. Weak training leads to weak adoption since your staff won’t know what to do with the field service system. Schedule training and make sure you have several experts trained who can troubleshoot problems and provide on-the-spot training as needed.
There is no magic potion for turning your staff into software wizards. Most of your team have been doing their job a certain way for their entire career. Introducing a new system without the proper preparation can create a steep learning curve and a lot of frustration. While some might be tech-savvy, others may not. And in order to really get the full value from your field service management solution, you need everyone on board – all employees using all the features, allowing management full visibility across the organization and empowering them to make better decisions.
If you are considering implementing field service management software, working with a knowledgeable experienced partner like FIELDBOSS can help ensure a successful transition and user adoption. Contact us for more information.