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Adoption Issues (Process (Clients don't follow our adoption process…
Adoption Issues
Process
Deployment delays (see deployment)
Misaligned expectations from sales process
Legal team expects quick config process
Platform looks seamless in a Cil demo
Clients don't follow our adoption process
They don't understand the process
We don't always educate them
we havent refined our playbooks
They let other priorities trump the process
we aren't firm enough on
Gateway being a no.1 priority
for the first 90 days
No clear adoption process for client to follow
we don't hold them accountable for meeting
adoption benchmarks
we dont have clear adoption
metrics to measure them against
internally we are not
confident metrics are accurate
Not enough clarity on success
measures in sales process and kick offs
letting the client dictate the success measures and not Plexus
CS Not aware of the right process to follow
Insufficent process documentation / playbook
Lack of awareness of documented process
Product
Its hard to onboard
IT Enterprise constraints
device constraints
Org Structure too complex
Can't self onboard
Insufficient tooling
No customer on-boarding flow
not viral
Can't invite in workflow
Not remarketing
Focus on 'sharing' and inclusion not high enough
The experience could be a lot better - high effort
The Visual Design is not beautiful
Not intuitive
Too Complex
Not solving for 80%
Over engineered
Access Control
Not clear what action users need to take
Task and Contract relationship unclear
Inconsistent Experience
No component library
No consistent style
Not mobile optimised
No consistent information architecture
We don't have a process on this
Hard to learn
Not pushing learning content
Feature Gaps
Not easy to collaborate
Prioritsation
Capacity
People
Users are change averse - lack of change mangement
Lawyers populate gateway 'on behalf' of business
because its easier than training the business
they're afraid users will 'do it wrong'
they are scared to push back on the work
business users may not listen to instructions
not confident to work in new way when working to deadlines
Holding onto existing processes, eg email and not embedding into current processes
we aren't holding them accountable to change this
product limitations
pain of change twice the pain of same
Not using Gateway as a single source of truth
using another system
legacy system
hard to search for them in Gateway
functionality limitations - no reminders
OCR search functionality limited
document management owned by different function
not telling them to
Users revert to old way. familiarity with their lawyer
users unable to direct work to who they want (platform limitation)
Gateway not being prioritised.
Lack of internal accountabiity for Gateway project
No owner for change management, deployment etc
GC not involved enough
BAU getting in the way
we're not holding them accountable
Lack of a clear timeline for Gateway project
Lack of enforcement of timeline
Lawyers are risk averse
not enough successful interactions with platfrom
not trained/don't have time to be trained
platforms not intuitive
Lawyers waiting until they have time to 'refresh' templates prior to automation
Lack of confidence in the platform
Focus on perfection over progress "nice to haves"
we need to reframe their focus differently
Legal team being unsure how access levels / permissions work
It's complex and sensitive
product
Legal team unsure how workflows work
because its complex and convoluted
product
Grow Together
client does not understand what additional value we can bring
information not easily discoverable
Clients not getting value from their current products with Plexus
what they thought it could do is not what it can do
misaligned expectations on what value Plexus can bring
They've solved the problem with something else (legacy or new)
problem came up sooner and was resolved pre-plexus
pain of change higher than gain of change
Increased median jobs done/clients/month from 9 to 15
They are not at a higher Adoption
+30 average NPS across all products
Average MAU/client of 100
Deployment
https://coggle.it/diagram/XnwO3o9Rpmna57Zo/t/deployment-issues-impacting-on-adoption
Making it easy to succeed
Configuration/Deployment
They don't know how their account is configured
Its hard
collaboration
user management
They don't know how to get the value
Can't reconfigure their accounts easily
Applying technology to old process
Too much effort to implement
they don't know best implementation methods for new tech
Not prioritising implementation
Pain of change is higher than gain of change
training people
negotiating
getting us the information we need
understanding the new process for different user groups
reporting - visibility of data for Gateway progress
hard to change internal process playbooks to include new process
hard to communicate the solution this provides to the business
we're asking too much of our clients - high touch point
too many interactions with CS that don't add value
Not embracing new normal
Awareness
They don't know what value they can get
client not aware of their value metrics
not aware of what is available
They don't know how to get the value
Not motivated to succeed
Lack of accountability
not enough data to present the problems
can't propel people to act on their action points
Lack of growth from current product lines
lack of value from current product
not asking them the right questions in QBR
lack of visibility on value data for automation opportunities