C/RS Performance Support Solutions
for Application Users
Changing the Path of User Adoption
Most user-adoption strategies rely on coercing users, forcing them to
established habits to conform to an unfamiliar application.
Moreover, users have to stop doing productive
in order to attend extensive training courses.
No wonder so many new adoptions never meet their goals.
Users resist both the change and the training--and even if
not, they are
likely to forget up to 70% of the training they receive. Users return
their jobs still feeling threatened by the unfamiliar
and with no confidence they will be able to do what they are being
asked to do. They try, they fail, they give up.
Meanwhile, the costs mount up, costs due to lost productive
time, days of inefficient training, too many errors, and
frequent failures to comply with company standards and requirements.
There has to
Making Failure Difficult
A Christensen/Roberts Solutions Performance
Support Systems (PSS)
makes failure difficult. It enables you to equip users with exactly the
task and job guidance they want at precisely the moment then need it.
It synchronizes that support with the live application so that at no
time are users more than a click
or two away from having any of their questions answered. Like a GPS for
a car, the PSS knows exactly where the user is in the application. He
or she selects the current task, and the correct guidance for getting
there is instantly displayed.
it does more. The PSS helps you provide layers of user-centric
assistance to give users confidence they can make the application work
for them. Users can not only get directions for completing all of the
tasks they'll want to do, you can also provide them with answers to the
bigger questions as well, questions such as: Why is this
task important? How does this
task fit into my larger job workflows? What are the best
practices and business rules to follow? You can put the answers right
at their fingertips.
Your users' success becomes a lot easier to acheive.
Accelerating Performance/Slashing Costs/Saving
Providing precise just-in-time guidance and advice makes the
easy to use, gives users confidence that they can master the
application, and speeds up users' acceptance, adoption, and
Your users can:
- » Be successful, self-reliant, and
self-confident from Day One.
- » Focus on doing their jobs not on
learning the application.
- » Accomplish their own goals while
meeting those of the organization.
- » Be supported in their specific tasks
within the organization's unique processes.
Your organizations can dramatically impact their bottom
- » Cutting the non-productive time
employees spend in end-user training events by up to 80%.
- » Eliminating unwanted travel expenses.
- » Avoiding common user errors and the
cost of error-recovery efforts.
- » Speeding up rollouts,
adoption cycles, and the time needed to ensure user competence.
You can significantly ease the strain on
limited training and support resources by:
- » Spending far less time designing,
preparing for, and delivering training courses.
- » Drastically cutting the need for
refresher training and shortening training for replacement
- » Ensuring that the exact knowledge
users need to do their jobs is always just a click or two away.
- » Reducing the fear that users will
forget what they have been taught.
Making Deployment Simple
A C/RS PSS is easy for your users to access and
use and simple for you to deploy. Because the support tools never
application's code, there is minimal need for IT support. All
the content can be created and the connections made external to the
application being supported.
designed templates also make it easy for you and your staff to create
and edit the supporting content. You'll be able to continually revise
the content to keep current with your organization's processes,
business goals, and best practices--independent of the application code
If the situation warrants even
more powerful support,
a C/RS PSS can be extended to proactively interact with the application
- » Streamline tasks
to remove unnecessary and tedious steps, and
- » Monitor and manage
the user's progress to ensure that the task is completed efficiently
and effectively without error.
You can experience an example by following the link on the right.
Awards and Praises for the PSS model for Salesforce.com
C/RS has won several awards for the design concepts behind its PSS
solutions and for the results they can achieve:
Recently, C/RS and its client, Realogy Corporation, were honored with a
for their implementation
of the Salesforce Coach. Designed for users of Salesforce, the popular
hosted CRM system, the PSS changed the organization's approach to
application training. The just-in-time guidance reduced the reliance on
training courses (training time estimates were cut by 75%) and the
number of calls for support to the help desk and colleagues when back
on the job.
That award-winning project expanded the ground-breaking PSS
design concept developed by C/RS (in partnership with Rocketools,
). That model previously received a
for their QuickSuccess for Salesforce
That program, an advanced-level PSS, has been reviewed in detail in Dr.
Allison Rossett's recent book, Job Aids
& Performance Support Systems
See the links on the right for more information.
Making it Happen
Let us know your challenges. Christensen/Roberts Solutions offers free
to help you determine how adding a PSS to your next rollout
save you and your organization significant time and money. We offer the
tools you need for development and delivery and the knowledge to help
you design and create a highly successful PSS.