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Why Customer On-boarding is Critical for CMMS Success

By Reena Sommer | June 26, 2017

Why Customer On-boarding is Critical for CMMS Success

Taking the step to add a Computerized Maintenance Management System (CMMS) to your operation is much more than a financial investment. It also involves a commitment to the time and energy needed to ensure that the system is doing what it is designed to do. Any CMMS on its own – no matter how comprehensive or how well designed – will provide limited benefits unless users understand its purpose, value, and method of operation. Without consistent and appropriate user participation, a CMMS runs the risk of falling short of its intended mark.

The term, Onboarding refers to the process of setting up a company’s software to ensure that it is ready to use and can be implemented by all designated users. The process of onboarding involves regular consultations, data integration, software configuration, and customer training that is tailored to the specific needs of customers. Employing this process, users are not only educated on system implementation, but they are also motivated and in a position to adopt the system into their daily work routines.

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Some of the reasons why onboarding is critical for a successful implementation of a CMMS include the following:

Increase understanding of software features and capabilities

CMMSs are highly sophisticated software systems that utilize thousands of data points which at any given time, can provide a user an overview of a facility’s operation or, the status of an individual piece of equipment. These systems are extremely powerful when used to their full potential. An important aspect of onboarding is the training component for users. Initial resistance to setting aside well-established work habits in exchange for an unknown and unfamiliar new process is a common response when any new job-related process is introduced. However, with a commitment to providing comprehensive system set up along with step by step instruction of CMMS implementation as well as ongoing support, user hesitation can be eased thus increasing confidence in the system’s value.

Increase adoption of software

When it comes to CMMS systems, the term, adoption refers to its actual use. It’s not enough to provide users with usernames and passwords. For the system to do its job, all users must login and regularly engage with the software. During the onboarding process, users are provided a full understanding of the scope of a CMMS and its operation. This important step increases the likelihood that they will effectively use the system. In other words, when users are properly trained in CMMS implementation, they will be more likely to take advantage of all its features including mobile access, email, and digital photo uploads. When a CMMS is fully adopted by users, the software is used to its full potential resulting in a higher return on investment (ROI) for a company.

Increased buy-in from users

The term, buy-in refers to a user agreeing with the implementation of a CMMS system as well as the decision to use it. This is an essential and necessary step in achieving user adoption – referred to previously as its actual use. The buy-in phase in the onboarding process is designed to help a reluctant user overcome his or her initial resistance to making changes to an established routine. This is done by exposing the user to the value in making that change. If a user perceives a CMMS as being easy to use, saving time and more efficient, the time and energy required to learn how to use the system will be perceived as worth the effort.

Establish a better relationship between customer and the software vendor

Many CMMS vendors offer ongoing support to its clients. When users are properly educated about their software system, they will be better informed about the software implementation. This is an important step in building a better relationship between the customer and the software vendor. From the user perspective, when there is a need to reach out to support services, users will be able to interact with support services effectively. A successful onboarding process will inform users about support services as well as when and how to use it. In the end, users will make more use of support services once there is a stronger foundation laid.

On the other hand, when less time is put into onboarding, CMMS failure is higher

Comprehensive user adoption to CMMS systems facilitated by effective onboarding offers the primary benefits of increased efficiency and a greater RIO. On the other hand, not investing sufficient time in the onboarding process often results in the possibility of CMMS failure. Without effective onboarding, the potential for fully benefiting from a CMMS is greatly diminished because fewer users may be motivated to invest the energy needed to adopt its regular use. Moreover, even if users see the benefit of embracing a software system, without proper setup and training, it is unlikely that it will be utilized to reach the potential to which it was designed.

The case for comprehensive CMMS onboarding appears relatively solid. Investing in this process leads to increased user adoption which in turn, leads to higher ROI. A definite win-win for all involved.

At Hippo CMMS, we know that the first 6 months of implementation are the most critical for customer success. If you don’t have buy in from all users and adoption is low, the chance of the CMMS implementation being a success is not promising. This is why we invest heavily in our customer on-boarding process. If you would like to experience our unbeatable customer service and user-friendly software, you can try it free for 30 days!

 

Topics: cmms


Reena Sommer

Reena Sommer

Reena Sommer originally hails from Winnipeg, Manitoba and currently resides in the Houston, Texas area. In 1994, she graduated from the University of Manitoba with a Ph.D. in Psychology, Sociology and Family Studies. Reena is a regular contributor for Hippo CMMS.


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