Competitive Advantage by Performance Support

During the ongoing pandemic, digital technologies are shaping the business and operational processes of companies more than ever. Companies saw themselves suddenly forced to accelerate their digital transformation to full speed to keep daily operations going in this new era of social distancing. Millions of employees were abruptly forced to work from home where, often for the first time, they were confronted with digital applications such as video conferences or collaboration tools, enabling them to do their work outside their usual office environment.

But beyond this extreme situation, software systems such as ERP or CRM applications, for instance, have also gained in significance across sectors and companies over the last few years or even decades. This development is driven forward by concepts such as the “digital workplace”, a central and integrated platform for the provision of software systems and information.

But at the same time, a new application can only generate an added value for a company if its employees are not only able but also willing to integrate the tool into their everyday work processes. When introducing and operating software, it is therefore particularly important to actively support “user adoption”, aiming to avoid an application becoming a mis-investment solely on the grounds of a lack of knowledge or competence.