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How to Increase Your Value With Top-Tier User Training

Epiphany Team

The success of technology rollouts hinges on two key elements: user training and ongoing support.

From remote learning platforms in schools to electronic visit verification (EVV) devices in home healthcare, innovations in technology are driving organizational transformations across industries. But properly investing in and implementing new technologies is a big undertaking for many organizations. New software and hardware are expensive and require hours of upfront labor to operate effectively. 

This is where sophisticated technology support systems come into play. With the right partners, organizations can reduce costs, minimize implementation headaches, and see the real return on their investment. 

The Benefits of a Robust Training Strategy 

While it can be tempting for companies to funnel a majority of their resources into exciting new devices and applications, it’s important to remember that the success of a new technology rollout relies on upfront investment in comprehensive end-user training

Nearly half of employees describe their employers’ current training programs as “useless and boring.” But poor user training isn’t just a waste of time — it’s a direct threat to a company’s viability. In fact, an estimated 40% of employees will leave an employer within their first year if they receive poor job training. 

When employees receive comprehensive, relevant training they are more engaged in their work and, as such, more productive. According to a study from IBM, teams that received 40 hours of training per team member met significant project objectives three times as often as those that received 30 hours of training or less. The study also found that: 

  • New product and process rollouts are 22% faster with skilled employees
  • Between 75-80% of managers believe that effective training is critical to project success and meeting project deadlines
  • Companies with highly skilled employees can see up to $70,000 in annual business savings and a 10% increase in productivity

The proof is in the numbers — to make the most of new technology solutions, end users must understand how to use them to the best of their ability. 

Why Ongoing, Accessible Support is Critical 

Despite the most robust training programs, questions are bound to arise as end users put new devices and software into play in real-world environments. To ensure the long-term success of a technology rollout, access to ongoing expert advice is a must. This often comes in the form of 24/7 IT support. 

According to a report from Salesforce, 80% of customers believe that “the experience a company provides is just as important as its products or services.” End users need — and expect — access to real-time, multi-channel support services. Microsoft’s State of Global Customer Service Report further confirms these findings, claiming that half of all end-users are using three to five different channels to access customer service, with phone (39%), email (20%), and live chat (16%) ranking as the top three preferred methods. 

But regardless of their preferred channel, what matters most to end-users is personalized technical support. Approximately 69% of customers say they’re treated like a case number, not a person. As these end-users get bounced between chatbots and live representatives, they’re forced to repeat their stories time and time again. This leads to significant frustration and inhibits productivity on all fronts, ultimately forcing them to turn elsewhere for their technology needs. In fact, Microsoft found that more than 60% of survey respondents have stopped doing business with a brand because of poor customer service. 

Set Technology Rollouts Up for Success

A technology rollout is only as strong as the foundation it was built on. When leaders prioritize end-user training and provide their teams with ongoing support, they are positioning new platforms for long-term success.  

Epiphany provides sophisticated remote tech assistance through comprehensive user training sessions and 24/7 helpdesk support. Working closely with a diverse array of organizations, including educational institutions, government agencies, healthcare solutions providers, and beyond, we ensure device and software rollouts are set for success. To find out how we can help your ideas become a reality, contact us today.

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