Supernova Award Category
Future of Work: Employee Experience
The Problem
Being a complex global business, we needed to streamline and modernize our key HR and Finance processes. To do this we implemented a cloud-based HCM application (Workday), the project was a multi-phase, enterprise-wide initiative. At the time we were also undertaking a company merger, because of this there was an increased pressure for the project to succeed.
In order to achieve our goals and make the most of our new SaaS application, we engaged with AppLearn® and implemented ADOPT™ to aid with our user adoption.
The overarching goals of ADOPT™ were:
To consolidate all HR and Finance processes across our businesses
To support the rollout
To help employees embrace process changes
To maximized user adoption of the new system
The Solution
Prior to go-live, AppLearn® created a tailored version of the ADOPT™ platform for us to help support our user adoption of the cloud-based application. ADOPT™ immediately began publishing targeted communications directly to our employees.
The support that ADOPT™ provided was tailored to each user taking into account their role, language and location. All our users have access to support from within the SaaS application thanks to ADOPT’s Split Screen module, allowing them to access support easier and faster.
Thanks to the analytics ADOPT™ provided, we were able to track the consumption data and compare it to support desk data, allowing us to optimize areas where our users were struggling.
AppLearn® and its ADOPT™ platform supported our new users who joined throughout the company merger. ADOPT accelerated the onboarding process for new users providing a flexible, dynamic environment that supported the ever-changing business landscape.
The results
To consolidate the HR and Finance processes across our organization, ADOPT™ assisted in the delivery of consolidating over 120 finance and HCM systems into a global platform.
ADOPT™ supported our employees, providing end-to-end support that allowed our users to maximize their experience of our new SaaS application throughout all stages of the project.
ADOPT’s Advanced Analytics allowed us to analyze the widespread adoption of our new system. ADOPT™ provided a dedicated support team that made recommendations, assisting us and ensuring the certainty of success throughout our implementation.
The ADOPT™ solution successfully launched to our user, leading to a very high usage and incredibly positive reception. The support from our help desk was minimal, indicating the delivery mechanism and quality of communications was high.
Users found the ADOPT™ modules especially useful, following our merger, AppLearn® is now supporting the global rollout of Workday.
Metrics
The success of our ADOPT™ implementation was measured through tangible results. These results include the successful onboarding of 10,000 employees. During our first week of go-live with ADOPT™. Our global IT support desk only recorded 200 tickets throughout the entire organization. This completely eliminated the need for any high-level external support from Hypercare, the Hypercare support desk team stood down after 6 days due to no significant activity.
We also saw an initial 30% increase in user adoption. 4 weeks into the implementation ADOPT™ helped us achieve 70%+ user adoption. Our ongoing relationship with AppLearn continues to deliver rich content and training throughout our organization.
The Technology
We used ADOPT™, AppLearn® digital adoption platform to support us with our Workday implementation.
Disruptive Factor
The most disruptive factor we faced throughout our implementation was our merger. The merger was exacerbated by the SaaS application overhaul that went live 3 weeks after the HCM implementation.
We are a federated group of companies with a patchwork of HR and Finance systems, each with their own varying degrees of digitization. The key challenge here was managing the expectations across a diverse user community. Some users faced a radical change to their daily task while for others, processes changed very little.
In addition, our sales driven culture made introducing talent modules challenging as everyone did not want to accept increased individual management accountability. As well the finance modules that our SaaS application brought were considered extremely complex in terms of self-service.
Shining Moment
Aside from the excellent results and increased ROI we received from our ADOPT™ implementation we also built a fantastic relationship with AppLearn®. Their teams lead by example and fostered an environment where team members can contribute and challenge, leading to a much better product development culture.