Looked up instead of thrown out

The (almost) past year 2022 has been characterized by many negative news and thus ranks among the recent past. Companies had to prepare for the consequences of the year, which was marked by crises and war, including rising prices. Expenditures were reduced and only hesitantly new contracts were signed, reports Gartner at the IT Symposium / Xpo 2022 in Barcelona.

But the analysts go even further and provide an outlook for 2023. In their latest report, “Gartner Forecasts IT Spending in EMEA to Grow 3.7% in 2023”, they forecast a 3.7% increase in IT spending in the European market – to a whopping $1.3 trillion. What is particularly interesting is that the highest value in this development will be invested in software, with an anticipated increase of 8.6%: $211 billion. So, as far as IT investments are concerned, things are looking up again.

But is this the right path?

Investing only in software is not enough

Solving current problems by “just buying software” is dangerous. IT managers should be aware that with every roll-out, whether it is a new application or updates, there is always an increase in helpdesk tickets. Many users are quickly overwhelmed with unaccompanied changes or completely new functions and processes and ask for help. Insufficient data quality and frustration on both sides arise, especially when the helpdesk is suffocated by the sheer mass of requests and can no longer keep up. This is not uncommon in companies.

Training or education by academies or external trainers are then sometimes the means of choice, even if only for new processes or applications. These are expensive, time-consuming, a snapshot in time, and what is learned is only temporarily present. The initial investments in acceptance quickly fizzle out again and the cycle of problems quickly begins to turn around.

Investments yes! But in the right place!

Investment in new technologies and corresponding software to advance one’s own organization should be advocated, no question. If one follows trends with it and confronts itself with the challenges of the individual.

Nevertheless, exactly then the connection to and the corresponding consequences for employees and users must not be disregarded – keyword acceptance. One step further even: meaningfulness (of implementations).

With User Behavior Mining we get to the bottom of these questions. An analysis shows whether the software is used as intended. Where do users have their problems and are these processes a help or a hurdle.

If this is then coupled with AppNavi Guidance, the automatic route generation of user behavior mining can bring about the desired acceptance with just a few clicks.

Employees can then start directly into new workflows or work directly with the new software. Whether on the first day or weeks later, when the tool becomes relevant for them. Then also with a dewy-eyed level of knowledge. IT managers can assess much more accurately for whom which tools make sense and deliver roll-outs to colleagues’ PCs much more often without fear of triggering a flood of inquiries. This is because helpdesk tickets are redundant and license and support costs can be saved to a large extent.

This paves the way for a dynamic software landscape with hopefully many updates, so that employees can experience many new features without frustration and can look forward to 2023 with a little less worry.

Planning your IT spend for 2023? Do you want to make sure that your employees and colleagues are looking forward to new applications? Contact us and let us show you User Behavior Mining or Digital Adoption by AppNavi or try it for free for 30 days.