User Adoption: The First and Final Step to a Successful UC Solution

“If you build it, they will come.”

This worked out great in the movie, however not so well in day to day IT. If implementing collaboration solutions were anything like Field of Dreams, end-users would just flock to our solutions immediately, no questions asked. But since this isn’t a cornfield in Iowa, today’s Telecommunications Managers have a much harder job in front of them.

Evaluating your end-users and creating user personas is a pivotal part of implementing a successful Unified Communication (UC) solution. Without this, IT departments can find themselves facing a handful of issues. Two of the biggest being that users either won’t willingly use the tools provided to them or your business will be restricted because of a lack of alignment or poor architecture. While IT departments are pros at bringing great new technologies to their business, what may lack is the alignment and training of new capabilities to employees and customers.

Taking into consideration the awareness and adoption of your newly implemented technologies is essential. As the IT department moves on to its next (or tweaks its previous) solution, the newly implemented UC technology is left susceptible to the following problems:

  • Your new service is in danger of going underutilized.
  • Your employees are not as efficient as they could be.
  • Your employees are unaware of the latest security protocols, network access, or collaboration capabilities.

Worse yet, your end users could be completely unaware that the new capabilities exist, further resulting in:

  • Poor alignment of your new capabilities with business initiatives
  • Reduced awareness of how IT contributes to business organization goals
  • Increased so-called “shadow IT” as employees seek to do what they want to do in the belief that new IT capabilities do not meet their needs

With low adoption comes the added risk of disappearing IT budgets or a competitive disadvantage for the company due to low productivity and efficiencies. The key is to provide a product that brings your end-users value, versus just checking another project off the list. By considering preliminary expectations and adopting a post implementation training process, IT departments can avoid these issues. In the simplest form, you need to be able to provide your users information about:

  • The purpose of the software
  • What tasks the user will complete with the software
  • How the new software differs from its previous versions
  • Common end-user problems users can anticipate
  • What security issues are related to the new software

Here at TetraVX, we aren’t just a UCaaS provider. We take a consultative approach to your communication and collaboration needs and provide the appropriate products and services based on your unique environment. Our approach includes an initial look at your end-users with consideration for their use cases and feature requirements before deciding which product, or combination of products, is best for your organization. Additionally, we provide end-user adoption services to internally market changed or added features to increase the ROI of your new deployments. To learn more about TetraVX’s user adoption services, please contact us at