Maverick has been operating in the enterprise software training space for over 20 years, and we’ve learned a lot when it comes to how successful training leads to successful enterprise cloud software implementations. When you get the opportunity to work with amazing implementers and systems integrators alongside awesome clients for as long as we have, you begin to see patterns of success.
Over the years, we have witnessed a shift from on-prem software to the cloud. As we shift with the industry, we are consistently asking ourselves what is working well, what can be improved, and what needs to be scrapped entirely. But there are a few core findings that seem to weather the test of time and are even more important as organizations around the world plan, execute, and operate cloud software implementations.
Here are 5 key lessons that we have gleaned from working with partners and clients that continue to inform our process updates and recommendations for ensuring success in enterprise cloud software implementations through digital training and adoption.
Communication and Defining Responsibilities
While it might seem like the topic of communication and defining responsibilities is a given during enterprise cloud implementations, it should be noted that often, there are unspoken or unwritten rules that anyone can email or message anyone else on the team. When the process and people are not clearly defined, time is wasted running in circles to find the right person to ask, the project often runs longer than expected, and the budget is compromised.
Here are some examples of clearly defined communication paths and responsibilities:
Identify primary Point Of Contacts for each area, both technical and functional, within the client and implementer spaces
Key players on all sides of the project should have clearly defined areas of responsibility and be available throughout the project. This ensures that the people empowered to make decisions on training content can have proper discussions, test, and address risks and issues on the implementation quickly and efficiently. The bigger the project and larger volume of key players across multiple organizations, the more important it is to list out exactly who is responsible for which aspects.
Create a path for direct communication between client’s technical and functional leads (SMEs) and Maverick
To see the most return on a large enterprise cloud investment, it is important to ensure proper build-out and training of the application. Maverick’s unique ability to train technical and functional leads before the project even starts allows for faster development when it comes to the design and configuration of the investment. Without a direct path of communication between Maverick and the SMEs, leads will seek ad-hoc training to try to understand the system they will be responsible for, losing the benefit of focused speed.
Providing a mechanism with a direct line of communication between the client’s SMEs and the Maverick team means that the client will realize the benefits of greater input from their team of technical and functional leads. Having a team of SMEs that know the ins and outs of your cloud SaaS application before the build phase means they can actively suggest changes to processes and layout that further streamline the application and deliver the greatest efficiency gain.
Level-set on scoping and project expectations early and revisit often to ensure alignment between all teams
Creating a cadence of weekly or bi-weekly touchpoints from the outset of the project allows the implementation teams to fully scope and set project expectations and continue to ensure alignment on them for the duration of the project. Communicating well and communicating often should be your focal point if you want to achieve a successful cloud implementation.
Review and affirm time commitments for members of the project team early in the project cycle
Nothing is worse than a key member of the project team being pulled away unexpectedly, especially when current tasks and milestones depend on their input or decisions. When communicating and defining responsibilities for your enterprise cloud software implementation, make it a point to review the commitments for all members of the project at the outset of each project cycle. Ensuring priorities are properly set will help keep the project on track and within budget.
Training Content Selection
Training is an important part of any successful enterprise cloud software implementation, providing SMEs with the information they need to inform design and processes. It is important to be mindful when selecting standard training content and knowing when to choose customized content. Our Learning Consultants team are experts in assessing organizational situations to determine which of our solutions is appropriate for your training audience and when. Here are a few key points that we have picked up along the way when it comes to training content selection:
Pre-Go Live Training
- Share any relevant change impact documents and training outlines/plans related to the implementation of the new system with the Maverick Learning Consultant at the beginning of the project.
- Both the implementer and client should be involved in early training needs analysis conversations with the Learning Consultant. These conversations will contribute to completion of the order form for identifying standard and custom training content.
- Identify a final approver for content selections from within each appropriate client functional team.
- Identify the key 5-10 processes that your end users will need on day 1 so that assets for digital adoption can be developed prior to Go-Live.
- Limit the number of steps within process flows to ensure maximum user engagement – the Maverick teams can help condense if needed.
Access, Data, and Requirements
Enterprise cloud software implementations require a lot of capital investment, so it is extremely important to make sure that requirements and access for implementing 3rd party applications is done correctly in order to realize the full extent of the benefits they offer. Combined with relevant data, Maverick’s ENGAGE Learn platform completely mimics the live environment so users can receive training as if they were in production without worrying about live transactions. To create this training content, Maverick will require access to a lower environment where Content Developers can capture transactions.
Over the years, we noticed some key lessons that, when followed, allow for fewer issues and less time spent troubleshooting during Maverick’s content development process:
- Pull in the IT Security team early and establish a point of contact for mitigating issues related to environment access and data, as well as the deployment of Maverick’s products.
- When possible, include Maverick in instance strategy discussions to ensure proper setup.
- Notify Maverick of refresh schedules and ensure a plan for reinstating access.
- Ensure the implementation team on the ground is included with Maverick in discussions related to project process expectations.
- Ensure that test scripts being utilized for custom development reflect the full end-to-end process that is to be captured and have been validated by SMEs before sharing with Maverick.
- Include relevant data points or associated data sheets to ensure specific processes are captured as intended during training development.
- If possible, provision Maverick’s Content Developers with system access via test users as these accounts are already provisioned with appropriate roles and access to the complete processes identified in test scripts.
When clients and implementers include Maverick in these discussions and share documentation throughout the project, ENGAGE Learn becomes an even more robust training tool for allowing your users to learn in a safe environment that mirrors the production environmentIt’s the same reason that a pilot trains in a simulator that mimics the exact aircraft they will be flying – to make sure they know exactly how the system operates.
Let’s talk for a minute about effectiveness and efficiency during an enterprise cloud software implementation. Everyone has a goal to keep the project on time and onbudget. As the implementation rolls along, outside of the weekly or bi-weekly cadence of meetings, email quickly becomes a necessary tool to keep everyone informed on the project. Ideas are shared, discussions go back and forth, and eventually decisions are made.
Next thing you know, the project is weeks behind schedule, and everyone is feeling the pressure. More emails. More back-and-forth. More delays.
When it’s time to develop the training program, opt for live review sessions of content if possible. This eliminates the need for emailing back and forth with written feedback that becomes difficult to track and gives Maverick Content Developers the option to perform live fixes to reduce overall development time.
In addition, commit to gathering all changes and feedback in the first review session, so that the second session is just a confirmation and approval of the content. This reduces the time commitment required by SMEs and gets training into the hands of users faster so they can be successful from day 1 of the launch.
When to Engage with Maverick
Engage early and engage often.
Engaging with Maverick early, even when the implementation project is still in the RFP or procurement phase, provides numerous benefits, including:
- Setting training expectations to match training budget
- Giving project teams peace of mind knowing they will have dedicated training resources to get them up to speed
- Keeping all stakeholders involved and aware of the project status to highlight any issues that might arise and find solutions before the implementation is affected
- Providing immediate access for technical and functional experts (SMEs) to Maverick’s extensive library of standard training topics and tutorials once the procurement process is completed
- Ensuring that instance setup is done properly to allow for content creation, training, and digital adoption
- Allowing for training for config team and administrators to be done well ahead of schedule so that a delay does not affect the implementation timeline
- Allowing a point of reference to think through the specific implementation and what processes may need to be adjusted or created to meet business requirements in the cloud
While engaging early sets the project up for success, engaging with Maverick often is key to the continued success of the cloud implementation. When Maverick is in lockstep with the rest of the project teams on all sides of the table, you can be sure that training will be effective, efficient, and adapted for anything that comes up along the way.
Because training doesn’t stop at Go-Live, Maverick stays engaged long into the future ensuring that training content is updated after every SaaS application update and as business processes change. On top of that, reviewing analytics allows Maverick to suggest ways to optimize training, reducing IT support tickets as well as interdepartmental dependencies.
If you would like to find out more about how Digital Training and Adoption with Maverick can be instrumental in making your enterprise cloud software implementation a success, use the button below to drop us a message and we’ll set up a time to chat.