Software investment is a significant spend. When you roll out a new application, adoption rate is important because when people are not using it, you run into issues. Let’s consider an example: a CRM implementation with a 60% adoption rate. Here are some issues you might face.
- Internal confusion – when a customer calls, it is natural for the support rep to do a lookup in the CRM right away. She has no idea that the designated account rep is not using the CRM. You can imagine the confusion and frustration this could cause. This leads to the next problem.
- Poor customer service – miscommunication results when the latest information is not accessible. Poor customer services leads to defection.
- Incomplete data – with a 60% adoption rate, the CRM would not have complete data. This affects operations that depend on that data. With analytics becoming a key source of intelligence, a low adoption rate will create a formidable hurdle for proactive management.
- Inefficiencies – the very purpose of a software investment is to improve efficiency through automation and standardization of operations. A low adoption rate will work to negate the expected benefits.
To deliver the return on your software investment, it is important to monitor the adoption rate, and you want to strive for 100% as quickly as you can.