How to Create a Groundswell of Adoption for your UCaaS Initiative

May 21, 2019 by Fuze

Person holding a cell phone using Fuze

Last week, the ExCel London hosted Europe’s largest unified communication and collaboration event, UC Expo. Speaking at the event, Fuze’s Product Evangelist, Bradlee Allen, took to the stage to enlighten attendees on how to improve the adoption of their Unified Communications as a Service (UCaaS) initiative.


UCaaS adoption is a common challenge facing the industry today, holding businesses back from achieving many of the benefits of a fully functioning cloud-based UC approach. CIOs can adopt the latest and best technologies, but it’s all wasted if the people using those technologies don’t experience the full benefits.


According to Fuze’s research, 76% of IT leaders believe that the success of a new technology depends on user satisfaction. But adoption can be tricky when it comes to communication and collaboration technology because existing tools are often deeply entrenched in a culture of “business as usual.” At the same time, businesses must also consider the likelihood of workers using their own devices and applications to fill gaps between legacy systems and their current needs. Given this fact, there’s little incentive for workers to try out something new.


Bradlee believes that it’s up to IT leaders to show the workforce the real potential of adopting UCaaS technologies. Here are his top tips on how businesses can get workers to adopt new UCaaS solutions:


Identify internal champions


The first step that Bradlee advises businesses to do is to identify internal champions—people who will be early adopters of the technology and promote its use within the organization.


It’s key to bring these champions on board very early on in the deployment process. They should be visible within your organization and work horizontally across a number of areas, as they will be able to showcase and advocate the technology to a wider range of workers.


With this core group of workers employing the technology on a day-to-day basis and championing it to their teams, Bradlee argues that others will be more likely to see the benefits of the new technology and integrate its use more quickly.


Understand your use cases


The second step is to identify use cases across your organization. Often, businesses will make assumptions about what kind of tech is required, without fully appreciating all of the requirements of their workforce.


As such, Bradlee suggests that businesses should hold user persona and stakeholder interviews to correctly identify each of the unique needs of all users. As just one example, these interviews could involve asking workers to describe their roles and responsibilities within the organization and what methods of communication are necessary for them to do their best work.


By identifying the correct use case, organizations can build the right training materials for each, as well as ensure that organizations understand the best way to communicate and train its workforce.


Choose the right solution


Once you have a thorough understanding of your workers’ needs and use cases, you’ll be in a much better position to select the right tools. Remember, these tools must meet the needs of the entire business.


When selecting new tools and technologies to employ, Bradlee advises leaders to be sure that they are balancing their own goals and metrics against the needs of the whole organization. In carefully assessing this consideration, leaders will increase the chances of workers finding the new technology useful and intuitive, rather than it being another unwelcome mandatory task in their workload.


Build your market approach


Marketing and communications around new IT initiatives can make all the difference in terms of improving user adoption. As such, IT leaders need to think more critically about how technology advancements are communicated internally so that the reasons and benefits of the change are made clear from the outset.

As Bradlee explains, if businesses can learn to tell the adoption story in a compelling way then workers will likely be more receptive to change. This could take the form of video how-to’s, office posters, and even live events celebrating the adoption of the new technology. All of these platforms showcase your support for workers as well as building relationships and confidence in the technology.

Deploying new technologies may not always be an easy task, but if you follow each of these steps, the process will be much smoother and adoption rates will soar.

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