As technology solutions providers, you want to make sure your customers are effectively using and adopting your company's products and/or services. When customers are able to achieve their desired business outcomes with a solution, they’re likely to spend more with your company, so it’s in your best interest to make sure customers are realizing a solution’s full potential and achieving their ROI. The best way to ensure this is to provide adoption services that give your customers the training, support, and resources they need in order to realize the full value of a solution.

Who is Best Positioned to Provide Adoption Services?

Adoption services, whether they're free or fee-based, can be offered by support services, professional services, and education services. While they all share the same goal of helping ensure a customer successfully adopts a product, they all have different approaches and delivery models.

Support Services

If customers have difficulty using a technology product, they can call customer support and speak directly with a support representative, who will walk through a resolution to the caller’s issue. Support services is a one-to-one model; a support agent talks with a single individual, by phone, email and/or chat.

Support services uses a one-to-one model.

While this method provides a great opportunity to offer a customer personalized attention, it isn’t necessarily the most efficient way to drive adoption, as it only services one person at a time.

Professional Services

Professional services organizations help customers with product implementation and installation, walking them through various processes to ensure they successfully get up and running. In this scenario, there's usually an installation team present, consisting of only a few employees from the company, making professional services a one-to-few model.

Professional services is a one-to-few model.

With professional services, you’re able to touch more than one user, but not as many as you could using a one-to-many model.

Why Education Services is Ideal for Driving Adoption

What makes education services unique when it comes to driving adoption is that it is a one-to-many model. Education services can reach a wider audience, whether it’s instructor-led training in a classroom, virtually or onsite, or on-demand via e-learning. A customer can chose to send any number of users to an instructor-led option and even provide training to an entire enterprise by purchasing an e-learning subscription.

Education services is a one-to-many model.

Additionally, there is further opportunity for cross-sell and upsell, as customers may want advanced training, certification, or remote lab capability. This one-to-many reach makes education services perfectly suited to make the greatest impact in terms of driving adoption. The more people that can be touched, the greater the ability to influence product usage.