When Should You Say “Yes” to a New Digital Service?

In March we published a blog  ”Yet another digital tool – You’ve got to be kidding me” written by Leena Huotari. In her blog Leena talks a new problem among many companies: the amount of digital tools. A lot of companies were so excited about new digital services that they purchased too many – some of which do not even serve their purpose. It is no wonder that the caution in new purchases seems to have increased especially in the last year. Nonetheless, there are situations where the introduction of a new digital service can be of great benefit. Then you should not say no, even if the idea of a new tool seems frustrating.

In this blog, we’ll discuss what to consider when making decisions about new tools and when it comes to giving up the old ones.

When should you introduce a new digital service? This blog discusses the reasons for the purchase of services, and also the reasons why you should replace or abandon the existing service.

Reasons for Acquiring a New Digital Service

We have come across many reasons to acquire new digital tools or services when we talk to customers and partners – or just make decisions for ourselves. Here is a list of the most common ones:

  • The service solves the right problem. When it comes to acquiring a new tool, it’s important to see how it solves your problem. If the tool provides a solution, consider buying it very seriously.
  • The service looks good in comparison to others. If the features are what you are looking for and the service differs from its competitors positively (e.g. ease of use and appearance), the choice begins to be clear. There are also many cases where the product is so new that no competitors can be found. This situation gives a positive chance to try something unique and to get ahead of the others by being a pioneer in the matter. In that case, you may also be able to influence the development of the service.
  • The price is right. We do not really mean that the purchase is fit for the budget. The digital service should benefit the company so much that it pays for itself, for example, by saving money or speeding up the way things are handled. Many times the money and the effort used to implement the tool are small compared to the problem that can be resolved. In these cases it’s worthwhile to increase the budget.
  • The service brings benefits to many levels in the organization and encourages collaboration and transparency. Many companies are aiming to increase co-operation in the organization and, more and more, with the entire ecosystem. In the best case digital tools reflect this by serving as many people as possible and by increasing transparency. Likewise, if these things are missing, only a small group will start using it or the usage is otherwise low. Then it’s hardly worthwhile to make purchase.

When making the decision to buy a tool or service, it is also worth keeping in mind compatibility with existing programs . Integrations and ease-of-use are both big issues to consider. In all the latest software these options may not be available. If the company really wants to be a pioneer in new digital tools, it is also worthwhile to try out early versions with no integrations at all.

There are also other things that should be taken into account. One of these is the amount of support provided by your service provider. Because cloud services are easy and scalable, the customer might be left alone with the product. A common result is that the service can’t be utilized properly and many of its benefits can only be found on paper. Before signing an agreement, you should make sure that the service provider has sufficient support for their service.

Also, you don’t lose anything by trying new things! Many services, including TripleWin’s change management SaaS NOOA, give you the opportunity to experiment with a small test group or for a limited time. By testing you see if the service is useful and whether it is worthwhile to deploy it throughout the organization.

It’s Time to Switch or Even Give up Some Services

In many companies, the number of digital services is frustrating. Mostly because people can’t be bothered or dare to give up old services while importing new ones. Even if we sell a cloud service, we definitely think that it’s worth getting rid of unmanaged and useless tools. For example, we know of companies with multiple CRMs, simply because there are a couple of users who like the old one or think it has a feature that the new service lacks. This overlapping use only adds more work for everyone and does not at all contribute to transparency and cooperation within the organization. It would be better to let some of the tools go.

Here is a list of the most important reasons to put the service into circulation:

  • The service is not properly adapted to what it’s used for. Many companies are in a situation where the best tool for their purpose has not been found. In some cases they have even decided to use one and the same for everything (e.g. Excel). This is not effective and when the right tool is found, the benefits multiply. It is common that switching seems like a lot of work in cases where the old tool is “somewhat okay”.  However, many companies have decided to do it anyway and take the lead in promoting digital services.
  • A digital tool serves only a handful of people in the organization. Whether it is a situation like the previous CRM example or a shared service benefits only few, it is time to think about terminating the agreement.
  • The customer service and experience you receive is bad. When looking at statistics [1] about why companies switch from one service provider to another, poor customer service experience is often the cause. This is quite understandable. As we said before, it is a good idea to find out what kind of support the service provider has in order to avoid this.

What do you consider when choosing digital services? Do you agree with this list or do you use other criteria?

If you are interested in hearing more about NOOA, schedule a time here to discuss what benefits it can bring to your organization.


Sources:

[1] Burke, C. (2015) 100 Customer Service Statistics You Need to Know.

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