Many organisations invest in new software to improve processes, work more efficiently or provide a better service. The software selection process has been carefully completed, the contract has been signed and implementation has begun. On paper, everything seems to be in order.
Yet the biggest challenge often only begins once the system goes ‘live’. After all, how do you ensure that staff actually start using the new platform? How do you prevent colleagues from secretly reverting to their old, familiar (but inefficient) ways of working? And how do you ensure that customers actually start using the new portal or platform?
The success of a new software package is not determined by the technology itself, but by the extent to which people embrace it. At Gorilla Services, we believe that software only truly delivers value when the human factor is at the heart of it.
Why software adoption is often underestimated
At Gorilla Services, we support organisations on a daily basis as they start working with a platform such as Freshdesk, Freshservice or monday.com for the first time. During these projects, we often see the same patterns emerge:
- Resistance on the work floor: Staff continue to work as they always have (for example, by sending emails instead of creating tickets or tasks).
- Low customer engagement: Customers continue to ring or email instead of using the brand-new self-service portal.
- Lack of ROI: Managers see insufficient results and improvement from the substantial software investment.
- Frustrated key users: The selected key users become disheartened because their colleagues are ignoring the new, streamlined processes.
The harsh reality: These challenges do not arise because the software from Freshworks or monday.com does not work properly. They arise because behavioural change is difficult. People simply do not automatically change their ingrained habits as soon as a new system becomes available.=
Gorilla Services
Your Trusted Advisor – the 3 Phases
Many IT service providers simply deliver the software from a technical perspective, send a user manual and then leave it at that. As your Trusted Advisor, Gorilla Services takes a more comprehensive approach. We believe that a successful digital transformation always consists of three crucial, sequential phases that reinforce one another:
1. Implementation: The technical foundation
Setting up the software flawlessly (e.g. Freshdesk workflows, ITIL processes in Freshservice or project boards in monday.com) based on best practices. This is the necessary starting point, but not yet the end goal.
2. Adoption: The human factor
Training, coaching and motivating staff and key users to ensure the software truly becomes part of their daily work. This is the phase where the actual value is realised.
3. Optimisation: Continuous improvement
Continuously fine-tuning and expanding the processes based on data and practical experience to get the maximum return from the licences. Without a strong adoption phase (phase 2), an implementation (phase 1) will never lead to the desired optimisation (phase 3).
Without a strong adoption phase (phase 2), an implementation (phase 1) will never lead to the desired optimisation (phase 3).
How does Gorilla Services approach adoption programmes?
With over 20 years’ experience, a team of 30+ certified specialists and more than 1,500+ successful implementations to our name, we know exactly where the pitfalls lie. Our pragmatic adoption approach rests on four strong pillars:
| Pillar | What we solve / achieve with this | How Gorilla Services approaches this |
| 1. Clear vision (The ‘Why’) | Preventing staff from viewing the change as ‘extra paperwork’. | From day one, we help you articulate the tangible benefits for staff and customers (“What’s in it for me?”). |
| 2. Key users as ambassadors | Minimising resistance on the shop floor through internal advocacy. | We involve key figures at an early stage, provide them with extra training and early access, so that enthusiasm develops organically. |
| 3. Tailored support | Prevent knowledge from fading after a one-off, dry training session. | We combine interactive sessions with short instructional videos, handy cheat sheets and accessible drop-in consultation hours. |
| 4. External adoption (Customers) | Preventing customers from continuing to use their email inbox instead of your new portal. | We support you in setting up clear customer communications and simple step-by-step guides for Freshdesk or Freshservice. |
| 5. Measure & Adjust | Guessing at success or realising too late that a team is falling behind. | We set up dashboards based on hard KPIs (such as active users and a reduction in email volume) to enable targeted adjustments. |
Gorilla Services
A seamless transition with Hypercare
The first few weeks following the go-live of monday.com or your new Freshworks environment are crucial to long-term success. During our intensive Hypercare period, our team of specialists is on hand to answer user queries, optimise processes on the fly and coach key users. This enables us to resolve minor obstacles and teething problems immediately, before they can develop into resistance.
Software only delivers value when people use it
Implementing a new software package is relatively straightforward. Ensuring that people actually embrace it is the real challenge. Successful adoption isn’t about the technology, but about the people who have to work with it. Gorilla Services stands by your side as your Trusted Advisor to ensure your implementation is a lasting success.
Ready to take your software adoption to the next level?
Would you like to learn how to truly get your team on board with the change? Or would you like to discover the ins and outs of Freshworks or monday.com? Join one of our interactive sessions or get in touch with our experts straight away!