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Three Ways to Maximize the Success of Enterprise Software
As business teams deploy new software, whether it’s a CRM, DAM or analytics product, the technology stack grows and become more complex, making user-level adoption across all platforms more difficult. A recent Forrester study found that poor user adoption of critical business applications results in a loss of business productivity, across the user’s team and IT’s team, as well as a loss of clients and business revenue.
As an enterprise software company, we want to ensure our clients are safely and knowledgeably deploying Percolate worldwide. We’ve also deployed software to global clients in a variety of industries and, through this experience, we’ve learned what drives adoption and what causes a deployment to completely stall. With this in mind, we established an approach to professional services that empowers our clients, provides support to the platform users, and pulls valuable information from existing software partners.
Our teams work to simplify the software implementation strategy and provide continued support to all users long after the initial onboarding. We’ve worked in partnership with our clients to define the three steps to successfully deploy enterprise software and we’ve seen how this approach has reduced the risk of losing value on their enterprise software purchase.
1. Smooth Software Rollout and Dedicated Support Teams
The initial software rollout and continued support that follows are paramount to the success of enterprise software. Executives and marketing leaders not only have to support the deployment, but also be held accountable for their users’ adoption of the platform. In a survey of 1,700 CMOs, 47% said “tool implementation issues” and 36% cited “lack of technological ownership in marketing” as barriers to using new technology.
To address this, we have two services teams – one to report on deployment to C-Suite level decision-makers and another to support end users. Percolate’s Enterprise Services team establishes a sense of ownership amongst key stakeholders, guaranteeing better product adoption across all teams and geographies. Enterprise Services also educates stakeholders on platform insights and opportunities for optimization, giving marketing leaders a complete understanding of their technical stack and Percolate’s placement within it.
Percolate’s Client Solutions team works with all end-users – both internal teams and agencies – throughout the partnership to support business goals and to maximize their use of the toolset. Each client has a dedicated Client Solutions Manager and Associate who handle all requests from platform and feature onboarding to technical support.
2. Fast and Effective Software Integration
Service Performance Insights explained that companies “operate more efficiently and effectively – and of course more profitably – when their information systems are integrated so each area of the organization understands how their work will impact others.”
The goal in our software integration services, ultimately, is to give access to information from disparate sources in a single place, thereby improving the exchange of information and giving teams across the enterprise the tools to make more data-informed decisions. To do this, our Enterprise Services team maps your existing technology stack at the beginning of the partnership and finds ways to connect data, insights, and assets from other solutions to Percolate.
3. Long-lasting, Productive Partnerships
Implementing a new technology into your marketing stack requires a lot of time and money invested upfront. Even with unlimited resources, it still takes time to completely rollout any platform and integrate the software into employees’ workflows. According to Pacific Crest’s 2014 SaaS survey, over 50% of deals larger than $100K have contracts with 2 or more year time horizons.
Percolate eases the risk of entering a long term partnership by working alongside our clients to understand their organizations and continue to iterate and improve our platform to help them reach their larger business goals. As part of working in partnership with our clients, we ask them to provide regular feedback on the platform and take part in research interviews to ensure new features meet their growing needs.
At Percolate, we are driven to deliver products that meet our customers’ needs and, as part of that mission, it is of the utmost importance to establish a first-class services team that can effectively deploy the platform across the enterprise. Our implementation teams and systems safeguard software adoption, optimize end-user experience, and help clients quickly see a return on their software investment.