Organizations that fail to adequately adopt cloud technologies are simply unable to compete. There’s no argument on this point anymore. It’s a fact. Any organization with more than a few people, operating in more than a few locations, relies on cloud technology, while traditionally global businesses, such as the Life Sciences, Insurance and Aerospace could no longer exist without the successful dissemination and adoption of these tools.
Here’s the rub – the companies that develop and offer these technologies rarely take it upon themselves to invest heavily in the adoption of specific features. They take a more Darwinian approach.
They build features and send out customer success teams to inform key contacts. When it comes to connecting on the end user level or working across inter-organizational silos, this has traditionally been impossible for them to do, leaving the task up to department heads, directors and supervisors, who face considerable challenges.
If a feature isn’t adopted, the cloud vendor takes the position that it wasn’t a strong enough feature, while leadership knows that the chances are often good that features the vendor takes as abandoned were never really clearly identified across their organization.
At Entatio.com, we’ve developed a combination of dedicated services and innovative, AI-ready, integrated EdTech to meet these challenges and drive technology adoption.
The first step to understanding what we do, is to understand the problem we solve.
We’ve articulated this below in 3 basic points.
Point 1: Cloud Technology is engulfed in a tsunami of constant change:
The last 15 years has given us the cloud and from this, the concept of, ‘Industry Verticals,’ – cloud based applications designed by, for and around a very specific set of industry needs. A direct result of this is that we have specific collections of applications that industries need. They just can’t live without them.
In the Life Sciences, it’s Veeva, in Accounting, Xero, for Human Resources, Workday….wherever you fit in this world, rest assured, there is a group of cloud technologies created specifically for that industry and you need to know it, or at least know of it, to survive.
Along with this, the cloud has given us an accelerated release schedule that has new features and capabilities arriving every quarter, sometimes every month and, in not unheard of situations, every few weeks.
The end result is pretty clear – entire industries rely on these technologies, but are constantly awash in a tidal wave of new features without the time to clearly identify, evaluate and decide upon the implementation of these.
Furthermore – Product Managers, those folks responsible for shaping the future of those technologies, often struggle to get input from users, let alone guide their teams to deliver effective training as new releases are rolled out.
Point 2: Customer Success Teams are the new, ‘Release Trainers’: If you work in tech, the term Customer Success is all the rage (probably is elsewhere as well, though under a different name). And if you work in tech, the dominant role of Customer Success teams is to act as the driving force behind application feature knowledge and product adoption. What has the tech industry provided these road warriors? PDFs, PowerPoint and sky miles programs. For all of the tech industry’s love of building tools, they somehow forgot to build their Customer Success teams a tool to help drive adoption and inform vast user communities of the changes that are taking place while facilitating an ongoing discussion. They email out PDFs and wait for better solutions.
Point 3: Learning Management Systems (LMS) are not Training Delivery or Application Knowledge Management Systems and that’s what Product Managers and Customer Success teams need: Learning Management Systems, such as Cornerstone, Master Control, ComplianceWire, Moodle & Blackboard, are really Learning Administration Systems. They can store a curriculum, a database of learners, serve up organized content and track completion towards goals, but that kind of structure doesn’t lead to adoption (or really even learning).
Learning is driven by an individual’s immediate need or curiosity. They take their immediate need or curiosity, go to a location, articulate this to that application (do a search) and are taken to knowledge. In many respects, Google is a better, truer, LMS than every LMS on the market. But Google is for websites with open content. It’s really for marketing. What about KnowledgeBases and Help Sites and Forums…all those pre-cloud tools? Why not use those?
Go back to Point 1 & 2.
Large cloud platforms can see a new release with anywhere from 5 to 50 new features every 4 to 12 weeks making it impossible to solve adoption through documentation, KnowledgeBases and complicated training programs.
Development happens quickly, a release is always imperative (documenting every aspect of it is not, at least not in the way that makes it clear to users) and the administration time for formal training is a lag.
How is a department head even supposed to develop a training program for their users? By the time they sort out all of the changes and prepared something, the next release is already come and gone!
This doesn’t even consider the fact that cloud tech companies have competitors and the open publication of their intellectual property is never wise. They want customers to know as much as possible, but not through broad publication.
Enter the Entatio Platform: When my team and I set out to build the Entatio platform, the idea was incredibly simple.
Build a system that can take the one tool that Customer Success professionals tasked with distributing application release information have – release details (usually in the form of a PowerPoint deck, maybe some demo videos, PDFs and other data) – and automatically build an entire application release knowledge management and training system from it.
Throw out the instructional designers, the learning administrators, the curricula planning sessions, the LMS and all other content management systems and provide me with two things:
1. A very clear deck describing that release, preferably with one feature per slide, identifying which users it most likely applies to, a risk level and how it is implemented (we have a clear way of doing this for our customers that has proven to work time and again)
2. A spreadsheet identifying each feature and who is responsible for fielding questions about it
What the team at Release Right is able to do, usually in less than a few days, is create an entire, CRM integrated, Artificial Intelligence ready, platform that an entire customer success team can use to deliver release knowledge, share the content, gather, respond and route feature specific questions, create deep and powerful engagement analytics for Product Managers, Customer Success and Sales, and, depending on the use of other tools, leverage Artificial Intelligence (AI) to begin automatically recommending feature knowledge back to the users that would be most inclined to drive their adoption, thereby driving adoption.
That’s a lot of stuff. Here’s a simpler version: At Entatio.com we build a connection all the way from a cloud vendor’s Product Managers to every single individual user in a way that delivers knowledge to the user, feedback to the Product Managers and critical customer engagement data to the Customer Success and Commercial teams.
End result: Faster, less painful, cloud technology adoption across organizations