Assess the ROI for my DAP

On average, the cost per user per day of classroom training is 500€ (cost of trainer, equipment, travel, etc.).

As recently as last year, face-to-face training and paper or PDF manuals were still more or less the norm. However, an endogenous demand from users was already emerging for on-demand, “all-in-one” training, i.e. directly integrated into the applications.

Indeed, with employees having to use more than 10 applications in Human Resources alone, studies such as those done by Josh Bersin show a trend towards the “flow of work”, an integration of ad hoc training into their tools, so that the user can be more quickly operational when required, without having to constantly change screens. And indeed, the recent Covid crisis and the changes in working methods that it has induced merely serve to further consolidate this development.

A DAP platform has a digitized training assistant…. this means that you reduce your training costs when deploying a new application, and optimize investments in change management:

• Simplification of the deployment
• A training mode that accelerates the learning process
• A reduction in the quantity of content to be created and maintained since DAP content is contextualized (unlike PDF manuals accessible off-screen)
• Reliable project timing
• The digitized content transmitted to each team is enriched, digitized, and reusable for the following deployments
• Faster transition between the various steps of deployment
• Project teams are released faster

But also your training costs in RUN for new users:

Since user training is now digitized and contextualized, you can reduce your costs related to logistics, especially if you have a high level of employee turnover:

• No scheduling arrangements to make, no trainer costs, no travel costs, etc.
• Less expensive training content: contextualized, they are faster to integrate and consult, and during maintenance and upgrades, and digitizing user manuals is a cost-effective solution to spread the costs over time, and is less expensive than paper or PDF manuals bulky maintenance or upgrades.
• Easily translatable content to be delivered in all languages used in your organization
• News and information related to training will be centralized and harmonized.

On average, the estimated savings from a digital adoption platform like Shortways is 15-20%.

Today, the cost of a level 1 application ticket is estimated to be between 6€ and 12€, compared to 20€ to 40€ for a level 2 ticket.

By training and empowering users to solve problems, you reduce the volume of level 1 tickets (the assumption being that pre-existing content answers the basic questions), and consequently Level 2 tickets.

In the event that a user doesn’t find an answer via a DAP feature, the DAP will create a user reflex whereby the user can create a ticket directly from the application, thanks to the qualified requests feature, to the attention of the Help Desk. These requests are considered ‘Qualified’ because the Helpdesk has context (namely, the user screen from which it was sent). Moreover, the user can include a screenshot… all of which has the effect of:

• reducing the number of messages sent back and forth looking to further qualify the situation,
• reducing the number of bounces between the different levels of user support,
• …. and, as a result, the execution time and the cost of a ticket will be reduced.

Your Help desk, relieved of support tasks, will be more efficient and will be able to focus on other areas such as software improvement.

It is clear that better-trained users are more efficient and effective… able to use and leverage the full potential of your application, and will waste less time finding answers in order to complete their tasks.

Moreover, if they are satisfied with these support features, they will become ambassadors of the latter and spread the practice.

For your employees with more senior responsibilities, the completion rates will be optimal in order to carry out their activities (employee files, recruitment procedures, document bundles provided on the supplier portal, financial consolidations, etc.) and achieve their goals.

Lastly, data entry is harmonized and reliable, and real-time information thanks to features such as notification bubbles, allows you to react and communicate at any time, in order to minimize the risk of data entry errors, and thus allow you to support your strategic decision-making on quality reports.

To conclude, your return on investment is also measurable in terms of ongoing improvement of your applications, since a DAP provides objective data/statistics on training needs, application usage, and support requests.

Our Shortways ROI calculator can help you resolve any cost-related questions you might have, and to estimate the savings you could make by adopting our Shortways Assistant.

Contact us for a demo, to see how you could integrate Shortways into your environment… together, let’s see how to put user satisfaction at the heart of your digital adoption strategy 🚀