Adoption: Getting People to Use your Catalog
If people don’t use your portal, there is a risk of missing returns on your investment. This is important because an initiative like a self-service portal is usually sold to leadership as part of a cost-savings initiative.
How do you get your customers to think about your portal when they need something? To understand this, consider the lifecycle of technology adoption. Innovators and early adopters will be easy to convince since a new portal to make requests is a disruptive change. For the rest of your audiencemarketing is key to making people aware the catalog exists and what value it provides.
Some keys to marketing your catalog include simply talking to people about it, putting it on your hold music, send links to the portal and have service agents talk to callers about your catalog. Partner with your internal marketing teams and corporate messaging teams to share stories about the self-service catalog. Of course, linking to your catalog from intranet pages and emails is also important.
Informational sessions, brown bags, new hire orientation and all-hands meetings are some more great platforms to share the stories and value of your catalog.
Having a great experience is a non-negotiable requirement of any self-service portal. If the first interaction customers have with your catalog is not a good one, they may never come back. To achieve this, partner with your customers to capture and provide input to what they would like the experience to be like. Watching people order things is a great place to start.
Improvement: Making the Catalog a Part of Company Culture
Build analytics and measurement into your catalog to determine what services people are using, which ones they aren’t using and identify what your customers are looking for. Having access to what people are searching for can help you understand what services they are looking for that may not be available yet.
Surveys help you understand if people are happy with your portal, upset with your portal and gives people a voice and input into your systems. To increase survey response rates try rewarding respondents and adding incentive to users helping you build the portal. And when something changes on your portal, make sure you communicate and understand the impact on your customers.
Making frequent small improvements keeps change simple for your end users. Make sure your items have a similar look and feel, and make ordering easy. Focus on the customer experience, and never stop improving.
Expansion: growing the use of your catalog
There are lots of ways to expand. Adding departments, services or even a new portals are challenges you may need to overcome. Seeking out the power-users, information brokers and persuaders to discuss the design and functionality of your portal will be exponentially valuable.
There are a couple ways to scale your expansion. One way is to build items and technology features to be reused and leveraged by power-users. Building activities and functions that are repeatable and modifiable will make your catalog easier to use and therefore more likely to I used.
Another is to build your technology in such a way to distribute the details of your services. This might include being able to leverage a standard approval workflow, or giving business professionals the ability to customize their own forms. This may take some careful planning and maybe even re-work, but the investment is worth it when demand increases.
Support: How to Scale Innovation
Since most modern technology platforms can literally do anything, we need to break the habit of asking “Can it…” and start planning how to approach a solution.
Exploring what your platforms are capable of keeps you in the role of “early-adopter” which makes you a key resource to the people leveraging this technology. This role will often start automating solutions or fixing problems that people have been complaining about for years. This is an important step in the life of a self-service platform.
Expand who is using the platform, give them a framework to work within and cross-train. Having multiple people involved in a system like this removes the risk of having a single point of failure.
Nobody knows everything, so getting others involved will also help scale exploration. Continuously learn more about the technologies that are providing the value your team and company need.
Lastly, keeping your platforms up to date keeps you leveraging new functionality and feature sets as well as keeping you learning more about the enabling technology.
Ready to get started implementing a catalog that can grow? Start learning more today at http://kineticdata.com.
Kinetic Data creates business process software that delights its customers, making them heroes by transforming both the organization and the people who work there. Since 1998 Kinetic Data has helped hundreds of Fortune 500 and government customers — including General Mills, Avon, Intel, 3M and the U.S. Department of Transportation — implement automated request management systems with a formula that is proven, repeatable and ready to implement. The company has earned numerous awards for its superior products and support. Kinetic Data serves customers from its headquarters in St. Paul, Minn., offices in Sydney, Australia, and through a valued network of reseller partners. For more information, visitwww.kineticdata.com, follow our blog, and connect with us on Twitter andLinkedIn.