Digital Adoption Solutions: A Thriving Industry During The COVID-19 Crisis

Digital Adoption
Digital Adoption Solutions: A Thriving Industry During The COVID-19 Crisis

The COVID-19 outbreak has impacted the way we work today and has certainly influenced how we will conduct business in the future. Companies have turned to remote work to run the business as usual, conferences have been canceled or become virtual events and most importantly, sales for businesses in most sectors have taken a huge hit.

impact of covid on various industries

The image above shows the projected impact of the COVID outbreak on major sectors, with 1 implying a minor impact and 5 implying a severe impact on various facets contributing to business continuity.

Every industry mentioned above is projected to experience a significant hit on generating revenue and on overall business growth. With Airlines, Automobile Manufacturers, Hotels, Resorts and Cruises, Auto Parts and Equipment and Oil & Gas Drilling experiencing the biggest impact.

Combating A Crisis: #WFH & Accelerating Digital Transformation

During the uncertainty of the current worldwide business environment and unpredictable changes, many companies are turning to alternative ways to get work done. Organizations are adopting the practice of working from home to ensure continuous, uninterrupted and productive workflow. 

In the U.S alone, an estimated 16 million knowledge employees have shifted to working remotely as per a survey run by Slack.

remote work in different industries

A by-product of embracing remote work to its full extent is accelerating digital transformation initiatives. Even before this outbreak, 92% of companies felt that their business model would go through a revamp owing to digitization. 

Especially for the B2B space, digital customer interaction has become most critical to ensuring continuous business growth. Mckinsey’s Pulse survey stated that digital interaction jumped by over 30% since the crisis hit. 

Businesses have begun leveraging the benefits of collaboration tools to stay connected, especially with customers. An obvious example is a shift from in-person meetings and practices to complete virtual conferencing and communication set up. Vendors like Google Meet & Zoom began offering their solutions to organizations for free or with added benefits to their plan in order to capitalize on the current scenario. Microsoft launched and heavily marketed MS Teams as a substitute to Skype.

CEO at Microsoft, Satya Nadella, while delivering the quarterly earning report to Wall Street said “We’ve seen two years’ worth of digital transformation in two months. From remote teamwork and learning to sales and customer service, to critical cloud infrastructure and security…”, clearly indicating the shift to a virtual work environment. 

Digital Adoption: A Key Element During This Transition

As organizations foster the new normal and employees now being dispersed and remote, a key piece to this transformation is the adoption of these collaboration tools and general enterprise applications such as CRMs, HCM & HRIS portals.

When dealing with a remote workforce, digital adoption is impacted during these three key stages:

  • Implementation of the software tool.
  • Onboarding & training new and existing users efficiently
  • Communication with software users regarding updates, additions of help content, etc. 
  • Optimizing usage to ensure maximum productivity and ROI

However, organizations have begun to realize the challenges with maximizing digital adoption to ensure seamless change management. Even prior to the COVID-19 scenario, a whopping 70% of the transformation initiatives would end up unsuccessful due to adoption being one of the contributing factors.

Adding to this, traditional in-person training programs were no more an option which was instrumental to workplace learning for the majority of the organizations. Leaders were forced to scout for alternative methods to effectively onboard new software users. 

Employees also lost the convenience of walking up to their IT teams in order to solve their queries related to using the application. 

To tackle all of these roadblocks, there was a need to bring in self-service and automation with regards to software onboarding, support and usage. In fact, nearly 70% of respondents over a survey conducted by Zendesk mentioned that they prefer self-service over speaking to a company representative.

Digital Adoption Solutions: Disrupting Software Self-Service During Desperate Times

Last year, Top research firm Gartner officially announced Digital Adoption Solutions (DAS) as a new category of technology solutions in their report titled “Increase Sales Productivity With Digital Adoption Solutions, May 2019” (published May 21, 2019 by Melissa Hilbert). 

DAS is a type of technology that overlays on top of any software applications to seamlessly navigate users through complex features and functionalities in the form of flow-based training. The innovation is how this solution introduces the concept of learning in the flow work to software training. Users are guided in real-time within the application itself, based on their context, role and location. 

Additionally, it also eases out the taxing effort of adapting to new software upgrades by alerting users and triggering flows & popups to onboard them swiftly. 

Here is a gist of how it works. 

Digital Adoption Solution

The demand for such a solution surged last year with many research organizations receiving multiple requests for the same. This pandemic has further amplified the need for such a tool as a key driver to the new virtual work environment.

Most other software categories are experiencing a stiff decline in the market as tech spends on software has declined due to massive budget cuts. Exceptions have been in categories of collaboration tools, communication, and instant messaging applications, and of course, Digital Adoption Solutions.  

One of the Top Analysts at Gartner, Melissa Hilbert, suggests in her recent article that organizations use a DAS to help with driving changes to user behavior with regards to technology and help them adapt to different ways of working.

To learn more about how a Digital Adoption Solution can help your business adapt to this new virtual work environment, schedule a conversation with our experts today.

Anirudhan Vasudevan

Anirudhan Vasudevan

Content Marketer at Whatfix
A young & energetic marketeer helping companies accelerate product adoption at Whatfix as part of the product marketing department. Anirudh spends his time planning and executing an effective content strategy.
Anirudhan Vasudevan
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