Technology Adoption Methods: Getting Your Service Team to Use Tech

1. Choose the right technology

The first thing you need to consider before technology implementation is which new tool or device makes the most sense for:

• Your business needs
• Your customers
• Your staff members

Since you’ll likely have a variety of options to choose from, it’s important to shop around to find the best fit. 

For example, if you’re looking into digital tools like route optimization software, the technology you choose will be influenced by your budget, whether you need tracking devices, the size of your team, and whether you need reporting.

And because technology is an investment, it’s worth thinking long-term. As in, do you need a quick solution to an immediate problem, or technology investment that can grow with your business?

If you just need a hardware upgrade, like new smartphones or tablets, comparing different devices, talking to your mobile phone provider, or visiting an electronics store can set you on the right path.

But if you’re looking to bring in new tech to make managing your business easier, you may want to go with field service management software like Jobber. Jobber can handle everything from online booking and invoicing to scheduling and marketing (and more!). 

That way, you won’t need to train your staff members on multiple platforms for different tasks, making it much simpler for employees to adopt and use.

2. Lead by example

If you expect staff members to use new hardware or software, you better be using it yourself. User adoption starts with leadership.

In fact, before you even ask employees to start using new tech you should try it out on your own to see if it does what you need it to. That way, you can work out any kinks before they cause problems on the job. 

For example, if you need scheduling software, see if the platform you’re interested in offers a free trial. Then test out how it handles everything from booking appointments and assigning staff to double bookings and cancellations. 

Then, when you choose the tech you want to adopt, use it in the same way you expect employees to. If they see you leading by example, they’re more likely to follow suit. 

On the other hand, if they see you sticking to old routines, they won’t understand why you expect them to do things differently.

3. Get leadership on board early

You aren’t the only one who needs to lead by example, so do your team leads and managers. 

Changes to processes and procedures should be company-wide, so having leadership involved early sets a standard for employees to follow. This way, when crews have questions about how to use new technology while on the job, they’ll have someone to ask. 

Getting leadership involved from day one prevents delays, miscommunications, and mistakes by providing support and backup in the early stages when your team is still learning how to use it.

4. Take it slow

Finding and adopting new digital technology doesn’t happen overnight. It takes time to vet options, take a test run, and train staff. If you introduce new tech, think of it as a process with multiple steps instead of an immediate change. 

For example, set a change management strategy with a grace period for the transition between old and new tech, like 30 days, and encourage staff to gradually start using the new tool. That will give them time to get set up, try it out, and learn how to use it comfortably.

5. Communicate the benefits

Learning new technology can seem like extra work. If staff members don’t see any benefits to the new technology, they might adopt an “if it ain’t broke, don’t fix it” attitude. 

This means it’s up to you to tell them how adopting new hardware or software will make their lives easier. 

Think about:

• How it will make their jobs easier
• Whether it will save them time 
• What existing problem or issue it solves
• Which tasks it helps with

For example, if you’re introducing new scheduling and dispatching software to your cleaning crew, explain how it will save them time by: 

• Providing job details and customer information on their mobile devices
• Automatically planning routes to reduce driving time
• Sending instant notifications about cancellations

When introducing new tech, highlight these benefits and focus on how they directly benefit staff members. This will help them get excited about the changes and encourage them to adopt technology with fewer holdups.

6. Provide training

No matter what kind of technology you adopt, staff should receive training on how to use it. Without guidance, even the most user-friendly and small changes can cause frustration and mishaps, leading to low digital adoption rates. 

Start by providing a hands-on training session to guide staff through the new technology. Go through the different uses while employees follow along so they understand exactly what to do. 

Then, create or update your standard operating procedures (SOPs) and make any relevant backup material like guides or quick tip sheets they can reference in the field. 

If needed, offer additional training sessions for struggling staff members or additional opportunities to practice for complicated technology or major changes. 

Some platforms also offer robust customer service options to help with the onboarding and training process. For example, Jobber provides 1-on-1 support that includes unlimited phone calls, in-app chats, and email support 7 days a week so you’re never left waiting for a question to be answered or a problem to be solved.

7. Offer support

If your crew’s out on a job and the new technology you’ve asked them to adopt isn’t working, what do they do? Should they ask a team lead? Give you a call? Or contact customer support? 

When adopting new technology for your service business, having a support plan for staff to follow when they encounter an issue is a must. 

Make sure your team knows exactly who to call for tech support and how to handle hiccups. For example, if the booking software you use is down, should they manually schedule an appointment or call the customer back when things are up and running again?

By offering support and clarifying what to do when there’s a problem, staff members will be able to handle issues quickly, preventing delays and disruptions while on the job.

8. Ask for feedback

If you’re introducing new technology that other people will use, ask them for feedback. Involving your team in the adoption process can increase adoption success.

Their feedback may even help you to make a better investment by providing valuable insight. For example, before choosing new tech, ask employees: 

• What they do and don’t like about current processes
• What would make their jobs easier
• If new technology could improve efficiency
• What kind of training or support would help them adapt

Then, continue to ask for feedback throughout the onboarding and adoption process. By checking in with your team as they learn and use new tech, you’ll be able to address concerns, prevent ongoing issues, and make adjustments that help them use it more effectively.

9. Think long-term

Because technology adoption takes up a lot of time, thinking long-term and making strategic changes cut down on how often you need to do it. 

When choosing technology for your service business, consider: 

• Your business goals, like how and when you want to grow
• How many people will use it now and in the future
• Whether you’ll need to upgrade or change it and when, like hardware
• If it’s a quick fix or a long-term solution
• How it impacts your overhead costs

That way, you can choose the technology that meets your needs today while supporting future growth instead of wasting time and money on frequent replacements or unnecessary training. And you’ll minimize staff frustration caused by having to keep learning new technology.

10. Offer incentives

Motivating staff for user adoption is easier when you add rewards to the mix. Sometimes, all it takes is a gift card or a small bonus to get your team to start using a new device or software platform. 

For example, have a draw, hold a contest, or offer a cash reward. Not only can this be an effective way to encourage employees to use new devices or software, but it can also make the process more fun, taking away some of the stress that comes with making big changes.