You’ve successfully migrated from ZINC to Veeva PromoMats. Congratulations! It’s done. Dusted. You’ve been there, done it, and got the metaphorical T-Shirt. Put your feet up and… oh, wait. No, the migration might be ticked-off. But, ‘launch’ is just the beginning.
As with any new software rollout, and regardless of the training methods you opted to implement, a one-off training exercise for end-users will seldom suffice. Why? First and foremost, because initial training may have been delivered well in advance of the migration.
In this instance, end-users are likely to have forgotten some of the things they learned during training: key processes, features and functionality they’ll need to master. Depending on how far in advance of launch training was delivered, some end-users may need more of a refresher than others.
Regardless of when initial training was delivered, end-users will face real-world scenarios once they begin to use the PromoMats platform. Some may struggle to apply some of what they learnt during initial training in these circumstances. Only further training will enable them to face and conquer these scenarios with confidence and competence in the future.
The very nature of modern software doesn’t lend itself very well to a one-off training exercise, either. It’s ever-changing. Ever-enhancing. Ever-evolving.
Veeva PromoMats is, and will continue to be, no different. Just as software enhances and changes, so does the way in which we use it. Initial training programs are essential, but not a finite solution.
Manage Continual Change
As such, your training programmes should reflect the progressive DNA of software. A continual process as part of a longer-term programme, rather than a one-off exercise.
Veeva will make no fewer than three major, annual updates to PromoMats. That’s not to mention the smaller, ongoing UX & UI ‘tweaks’ that are likely to be on the development roadmap, as well as the trio of major platform updates.
Think about your favourite app, like Facebook, for example. How many times have you tapped that little icon on your smartphone’s homescreen, only to find a slight-but-very-obvious change to the way it looks or operates?
Because you’re a regular user of the platform, you notice these smaller changes. Moreover, even though they’re ‘insignificant’ in the grand scheme of things, they often affect your user experience.
Like a different button to click, for example. Or, something as simple as a slight icon change which throws you way off at first. You get so used to using the platform – day in, day out – that the smallest of changes become noticeable. Even these seemingly small tweaks can change the way in which you use it.
How do you plan to address these essential and significant changes when they ‘go live’ in the Veeva PromoMats platform? How will these get introduced to the organisation? To end-users? Not just the BIG changes, either, but the numerous smaller ones, too?
Just as Change Management doesn’t stop at launch, nor does training. The two are inextricably linked. They go hand-in-hand. Launch is merely the beginning of your continuous journey.
‘Migration’ makes it all sound quite conclusive. You made it from A to B. Job done. Maybe, actually, we should refer to it as a ‘software resettling’, instead? Let’s call it that, for the purpose of this article at least.
A synonym of ‘migration’, ‘resettling’ actually seems much more apt in the case of moving from one platform to another. Because that’s exactly what it is, a resettling. Yes, you’ve moved from destination A (Zinc) to destination B (PromoMats). But, like with any new software implementation, end-users need to get ‘settled’ with it.
The reality is that they’re unlikely to get settled with the PromoMats platform without training, especially when you throw the constant flux of platform development into the mix, too.
End-users will constantly need to ‘resettle’. And re-resettle. Repeat. Ad infinitum.
Rewinding slightly, something very important you need to remember is that Veeva PromoMats training is likely to have been delivered before ‘go live’. Often months before.
It’s commendable that you’ve put training on a pedestal, made it in integral part of your software resettling, and trained end-users far in advance. But, are they really going to remember all of the processes they learnt during their initial training programme? The nitty-gritty details that they’ll need to remember from day one?
Probably not, if we’re being completely honest.
Some are likely to have forgotten things. Others might have more specific questions that maybe weren’t covered in initial training sessions, or that they’ve only come to think of after mulling things over for a few weeks or months.
How should you address these needs: the needs of end-users, the most important stakeholders in this whole journey? Hit ‘refresh’.
Keep Training Always-On
Organise top-up training sessions post-launch – post-resettling – to refresh users’ memories and enhance their comfortability in using the PromoMats platform. These top-ups might be in the form of face-to-face affairs, or on-demand digital training.
Consider these training formats:
● Webinars: As a training format, Webinars are almost tailor made for this type of software training top-up. That’s probably why most of the biggest software providers in the world do a lot of them. Regularly. End-users can log on, tune in and refresh efficiently and effectively.
● Surgeries: Arrange face-to-face ‘surgeries’, onsite at HQ, or offsite at conferences, and as frequently or infrequently as you see fit. Probably monthly or quarterly, at least. But, you’ll know your end-users better than we do.
● eLearning: Make use of readily-available digital training materials in a variety of formats – from video content to downloadable Quick Reference Guides (QRGs) – to continually refresh and enhance end-users’ PromoMats competency.
A ‘refresh’ for end-users might be needed most immediately after launch. But, as outlined in this article, the evolving nature of software means you’re likely to need an ‘always-on’ approach to training.
Constant refreshes are required to manage change and continually promote the ever-enhancing benefits of PromoMats. Ongoing training programmes are crucial for continuous improvement and end-users competency, and as part of their personal and professional development.
Push the Button
Whether you’ve hit ‘refresh’ or are just moving with the zeitgeist in cruise control, you need to push the button. By that we mean to choose which training method is best for your teams of end-users – either to refresh minds or educate users about new features and functionalities. Probably both.
Continuous training will only ever lead to continuous improvement. Push the button. Go on.