A Client’s Perspective: 3 Stages of Agency Software Adoption
Read time: 3 minutes
A little over a year ago, I took a position with Sonar Studios, a creative and technology company out of Indianapolis, Indiana. My job was, and still consists of, a number of things, starting with the operations of the company, management of staff, identification and establishment of process(es), project management, sales and working with the CEO to redefine who we are and what we do–and do well.
Sonar, because of its blend of talent, has the unique ability to be the creative and/or technology add-on to a plethora of projects. So, any given week we might have a branding and identity project (or four) going through the shop and, at the same time, we could be creating some sort of high-end technology designed to educate high school age students in the areas of manufacturing and logistics.
There is NEVER a dull moment around here.
When I first dove into our process, my starting point was to learn Function Point. It seemed as though several of my predecessors were so intimidated by learning a new piece of software that they never fully adapted it. Also, the system wasn’t set up accurately, so there were some abnormalities that caused confusion. I, therefore, had the task of learning how to use Function Point and, at the same time, figuring out how to undo some of the initial booboos.
If you’ve ever had to learn and embrace a new piece of software–adoption, at gunpoint I might add, then you can probably relate to my stress level.
You know, I like to think that one of our greatest products at Sonar is our empathy. I say that because we tend to communicate in terms of solving client pain. Whether we are creating a new piece of software or implementing software as a component to a solution, we’ve observed–and now I have experienced first hand–that there are typically three phases of acceptance that go along with the implementation of that solution.
Phase 1: The Fear Phase
Will I be able to do my job with this software? What if I can’t learn the software? Will I lose my job if I don’t learn the software? What if I break things?
You get the idea. The fear of the unknown is almost crippling.
Phase 2: The Basic Phase
I can use this software. It doesn’t make my life any better or worse, but at least I know how it works and I can use it.
Phase 3: The Advanced Phase
Not only can I use this, it’s making my life better. I’m saving time, I am more productive and definitely more efficient.
That’s where we are. We are using Function Point to build schedules, manage hours, create estimates, project manage and do a whole ton of other things–the whole shebang!
I am reminded that, no matter how large or small the project is, we have to empathize with our clients. It’s not the end product they are buying, rather it’s the experience of doing business with us… THAT is the real product.