Adoption of new software can be problematic. That adoption can turn out badly if news software is not an improvement or if little is done about onboarding. Gartner concludes from new research that leaving old applications 'on' significantly worsens adoption.

 

Gartner's survey was conducted among more than 850 agents and support professionals. Gartner states that agents who consistently have access to outdated tools use them 20 percent more often than employees who have reduced or no access. Half of employees surveyed say they still have access to legacy systems and tools seven to XNUMX months after rolling out a new technology.

Tips for better adoption

Gartner suggests that managers should shut down old systems, but in a considered manner. For example, by excluding certain user groups, by no longer making logins available for functions that have already completed training or onboarding, and by designating specific employees who have limited access to the legacy systems. It also helps if end users are explicitly involved in the development of new systems, so that possible workarounds can be prevented.

Software suppliers are also putting pressure on phasing out on-prem solutions. For example, Genesys has announced that it will no longer develop the on-prem solutions and the support to be finished. Gartner states that regardless of the strategy, it is important to support customers and end users as best as possible when introducing new applications. ( Gartner Research)

Human Resources