4 Tips For Developing a Training Strategy For Your Software

So, your organization has developed a highly sophisticated new software. Congratulations!

Now is the time to develop a training strategy to teach customers or employees how to use it.

This article explores the common obstacles that you will face when designing a learning strategy and offers actionable steps that you can follow to design your own one.

Common Obstacles

The Pace of Change

Digital disruption is affecting every industry. In the past, software solutions rarely received any updates, however, modern software solutions are updated multiple times in a year. Training material must change accordingly. Accordingly, it is best to design training material in terms of modules that are easy to change.

Fear of Failure

With time, people become proficient in the software they are using to perform their daily tasks. When companies adopt new software, employees risk losing safety, status, familiarity, and competency. Therefore, they resist change due to fear of failure. The key to success lies in effective training.

Technology Advancement vs. Staff Needs

Convincing employees to use updated technology is difficult, as described by the Harvard Business Review. Organizations can focus too much on technology, risking employee frustration when they don’t see any value in it for them. The best solution is to align technological upgrades with employee needs.

These obstacles are challenging, however, you can overcome them by creating a great onboarding/learning experience.

Tips For Developing Your Own Strategy

Here are some actionable tips you can use to create an effective training strategy.

Create a narrative for training

Explain the purpose of your training and its relevance. Your focus should be on addressing staff needs rather than the technological advancement.

Establish expectations and set goals

For instance, after successfully completing X modules, trainees will be able to successfully navigate the software interface. Pre-defined goals will make things clear and trainees will be motivated to reach them.

Bite-size chunks of modular information

Do not bombard trainees with nuclear bomb size information. The result will be massive destruction (Disengaged employees, unproductive hours). Instead, provide bite-size information divided into explicit modules that are easy to understand.

Onscreen, contextual guidance

Reading dense instruction manuals is boring. Moreover, Millennials are more interested in learning from video-based training than traditional learning methods. Onscreen, contextual guidance carefully added to video will have the highest impact on retention of knowledge.

And when it comes to video-based training, we know a thing or two.

We offer video-based content development services that will add value to your software solution. To learn more about our services and how Curious Lion can assist you in creating a better customer experience, contact us below.

Your Software Is Virtual, Your Training Should Be Too

So, your company delivers a highly valuable cloud-based solution to increase organizational productivity. Cool!

However, your customers still have to participate in classroom training sessions, read dense instruction manuals or have to attend webinars to learn about this new productivity tool. Traditional learning tactics – Not so cool!

Although training is integral to learning new skills, the time required to undergo the training process could lead to a decrease in productivity. Companies must maintain a productivity level to ensure that operations are running smoothly. Therefore, they are usually reluctant to adopt a new software. Bad for business!

So you’re faced with companies wanting to adopt your software solution to increase their productivity, but not at the expense of low productivity during adoption. This is a challenge!

Being an adoption manager, your job is to ensure that the whole adoption process runs smoothly, and the clients are eventually happy with their new productivity tool, right?

The solution is to digitize your training solution to boost adoption by your clients in the most efficient and effective way possible.

The logic is, well, your software is virtual, your training should be too. Still, not convinced?

Let us share some facts regarding virtual learning adoption and effectiveness

  • According to an IBM Smarter Workforce study, every $1 spent on e-learning solutions will create an additional $30 in terms of productivity.
  • 40% of Forbes 500 companies have moved to e-learning solutions.
  • IBM saved $200 million annually by moving to e-learning solutions from traditional learning.

Virtual learning offers flexibility and customization, therefore, employees only learn the things they need to know when they need to know them.

What’s more, Millennials prefer video-based options when it comes to training. 65% of people are visual learners and they feed their learning appetite by watching online videos. The episodic nature of video-based learning makes it highly engaging.

The good thing is that if videos are good, people will remember the content and message, thus good videos tend to increase the likelihood of retaining new knowledge. How cool is that!

When it comes to video-based training, we at Curious Lion believe that you need 100% original training for your most important topics for them to have the greatest effect.

Furthermore, do check out our series on “2020 Skills”, which the skills required by your employees to become productive members of the 2020 workforce.

To find out how Curious Lion Learning can assist you in creating a better customer experience, contact us below.

Why is User Training Important?

Rafal is the adoption manager at a large analytics firm. His company is undergoing a transition from manual work to a custom-built enterprise resource planning (ERP) system. His prime duty is to make sure that that employees, across all the locations, become accustomed to this new software.

He knew that onboarding is a demanding process, as the purpose is not to provide the necessary information to inexperienced users to effectively navigate the new software interface, but to make sure they are able to use this new software to increase their overall productivity.

Companies that don’t take this onboarding process seriously have a lower retention rate than those who have a good onboarding process in place.

Furthermore, employees that are unable to efficiently navigate the complex user interface of their company’s ERP will put a strain on customer loyalty. Research has shown that 66% of B2B buyers and 52% of B2C buyers stop buying from a company after a bad customer service experience.

According to another report, 56% of organizations experience operational disruption while implementing their change management process. To avoid low retention rates, and to protect customer loyalty, here are some onboarding best practices that we advised to Rafal.

Invest in Customer Support training

8 out of 10 adoption leaders in the B2B companies state that their prime goal of implementing new software is to improve the customer experience. 66% of the customers are willing to spend more for a better experience. Customer service agents can transform skeptical customers into loyal customers, however, they need to have a hands-on experience with the product offerings along with being well versed in “soft skills”.

Explore the benefits of Mentorship and Knowledge sharing

Veteran customer support agents know their business inside out. Pairing new and experienced customer support agents can help your organization explore the benefits of Mentorship.

Don’t settle for less than Excellence

The general expectation of customers is that support agents are experts in their field and therefore can increase their overall experience with the product. However, if customer support agents are not experts, the customers will have a negative experience. Therefore, do not settle for anything less than excellence and invest in the training of your employees.

Show Appreciation to great support agents

Positive feedback coupled with incentives are a great way to show appreciation to high performing support agents. This will motivate other support agents to produce high-quality work.

As an adoption manager, Rafal knows that the key to success is to upskill the inexperienced users. There is research to prove that training activities play a significant role in successful ERP implementation.

Furthermore, as Rafal is representing an organization with multiple offices located throughout the globe, we advised him to go for virtual video-based training rather than in-person training.

We have previously produced articles regarding the importance the video-based training in the organization. In addition, check out our series of articles regarding the skills required by employees in 2020 to become productive members of the workforce.

To know more about our training services and to know how Curious Lion can assist you in creating a better customer experience by training your employees, contact us below.