Web-to-Print Portals: 12 Steps for Getting End User Buy-In, Boosting Utilization
3) Work with the customer on its launch plan. How does the customer plan to roll out the system to its users, whether internal or external? Successful implementers ensure that users are trained, and they provide ongoing training as the system gets used, tweaked and updated over time. In the most successful companies, those efforts are comprehensive. (The exception being very simple Amazon.com-style sites that require little to no training.)
In this, commercial shops can learn a lot from in-plants, many of which are doing rollouts extremely well. Although print shops may not be operating inside the client company itself, they can learn from these implementations and bring those lessons and strategies to their clients.
When Sun Life Financial launched its new WebCRD system from Rochester Software Associates, for example, it took a very comprehensive approach.
Among the tactics used:
- The same look used for both internal and external Websites to maintain consistency and increase comfort level.
- Department wiki developed to offer basic instruction.
- Stories disseminated on internal newsfeeds to get users talking about the new service.
- Training offered for groups of users within the company. If the manager of the department wants hands-on training, the shop will provide it.
- Tours of the print shop are available on request.
"Tours give customers confidence that they aren't just submitting orders to some unknown place," says Craig Allen, print systems administrator at Sun Life Financial. "Customers see a team of professionals, and they are much more confident using our system."
The Toro Co. used a similar strategy when launching its internal PTI Marcom portal. After training, the manufacturer saw its number of users double. When first launched, its WebCRD portal had only about 200 users. But after a Webcast that promoted the benefits to the company's national network of distributors and sales reps, its user numbers grew to 400.