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After our last episodes with Bob Mosher (pioneer in workflow learning), Eva Zauke (SAP) and Annette Girnstein (Bayer) on strategic and theoretical aspects of performance support and workflow learning, we had a more detailed discussion with our colleague Kristina Kunad, Global Solution Owner of SAP Enable Now, SAP’s solution for e-learning, documentation, and performance support.
Review – The importance of learning in the Flow of Work
For Kristina, the learning in the flow of work is very important when it comes to connecting the theory of learning, i.e., what type of learning will be offered, what courses, etc., with the actual work that needs to be done. If end users don’t get the learning when they need it during different phases of their life with the software, it will not resonate with them. One of the key issues in education is bridging the gap between learning something and applying it.
What exactly is SAP Enable Now? A quick summary
SAP Enable Now provides help and learning content to users when they need it. It creates the help and distributes it. The goal of SAP Enable Now is to improve any software’s adoption and to thus improve the productivity and efficiency of the users.
What does Workflow-Learning mean for SAP customers and end-users?
Key and end users don’t care from which side of the organization they get the answer to their question concerning the use of the software. Whether a support organization or the user enablement team, whether it’s called enablement, help or content – the business users shouldn’t need to choose between different channels. They should just get what they need. They want to get their job done.
Based on the concrete example of setting up a goal plan, Kristina described the meaning of workflow learning. The end-user may need some help that guides him through the process of setting up his goal plan. This could be a step-by-step process or a guided tour, which is part of the performance support. Another user may prefer to read through a help article or interact with a chat bot. Summarized: It’s important to be flexible to be able to adapt to different types of users and offer them the different types of support and help measures they need or want.
In the context of addressing different end users, Kristina also emphasized the topic of personalization.
How is Workflow Learning implemented in SAP Enable Now?
With SAP Enable Now you can create documentation in different formats out of one single recording of a users click-through process. You can also create test cases out of that recording to support the testing in the early phases of the implementation. The idea behind the single source approach is that one recording can cover many different needs, which makes SAP Enable Now a sustainable and very efficient and effective content management system.
Customer favorites – SAP Enable Now adoption best practices
Customers really like the SAP Enable Now library feature where they create a knowledge library. They can customize it with the company’s colors and themes, the content can be geared to different target audiences and the language can be adapted to global needs.
Another good practice for successful usage of Enable Now as a performance support tool is the built-up of a center of excellence, i.e., a team within the organization that is responsible for creating enablement content.
Kristina pointed out that it’s very important to have someone take the responsibility for not only creating the content, but also for maintaining it. Due to ongoing changes and considering the five moments of need ( Learn new thinks, learn more, apply the knowledge and the skills, adapt to change and solve new problems (editor’s note)), it becomes clear that content needs to be updated constantly.
As an SAP-internal example, Kristina mentioned the push message that pops up when the SAP Ariba solution is used. It tells the user “Look, we have this feature here. You might not know it, but it’s new. Why don’t you use it?” Tracking the usage of the feature after the implementation of the push-message showed that it increased ~ 80 times.
Customers know very well that enablement is needed when implementing a new software. But what they often miss is the holistic view on the enablement needs throughout the organization. Therefore, a fresh approach is needed by offering smaller and more precise bites of learning and delivering learning when it’s needed.
SAP Enable Now can also take over some of the enablement and support tasks that key users usually have. It’s possible to put the knowledge in a more consumable format, feed a chatbot with relevant information, put in an FAQ document on the relevant page, support the support by putting the utmost relevant questions with answers on the first screen for users to check these first before opening a support ticket. There are many ways to get information that’s stored in humans onto the screen and provide it as good as possible at the point of need.
Studies on the impact of SAP Enable Now show that
- companies who had a lot of training have a 23% improvement of their performance after the implementation of SAP Enable Now
- for Success Factors there is an 8x improvement of the key performance measures when end users were provided sufficient training, for SAP S/4HANA even a 14x improvement.
Also, the deployment time decreases when users are trained before an implementation. Besides typical business KPIs, satisfaction rises by 72% when end-users, administrators and implementation teams are trained well beforehand. Even though this indicator is not measurable, it’s clear that satisfied people do a better job.
Outlook: What can we expect in the future from SAP Enable Now?
This is going to be an interesting year for SAP Enable Now. Major changes concern the SAP Companion, which is the module that provides the in-application help and thus the most visible module of SAP Enable Now. In the future, the Companion will provide a wider collection of targeted pieces of information that pop up (e.g., help portal, knowledge base article) and fit exactly to what the user is looking at on the screen. Bringing in of further targeted information is a major mind shift which will be pursued further in the coming years.
A study shows that employees switch between 35 important applications every day. It’s obvious that companies cannot provide supporting content for all these applications. Therefore, it’s important to draw the relevant information from other sources. Another study shows that only 16% of organizations see their digital transformation succeed. Major reason: poor digital adoption.
It’s very important for organizations to keep their employees engaged and enabled and to show them that they are there to help. And this is what the SAP Companion wants to be: to be there. The SAP Companion also wants to be more flexible on a global scale, i.e., the machine learning translation tool can easily translate training content into every needed language around the globe. This also increases acceptance among the users.
Is complete digital onboarding a realistic scenario?
Kristina agrees that technically it would be possible to get all relevant information for a newly hired employee into the system and onto his screen. But she also points out that the human component should not be neglected as it’s not a machine sitting in front of the computer. Onboarding should be a mix of emotional human and technical support.
The connection between Cloud ALM and SAP Enable Now
Cloud application lifecycle management (Cloud ALM) is also part of the roadmap of SAP Enable Now. The goal is to provide a training on the last node of a business process and to push that training content into the Cloud ALM. Like this the customer can see the process, the used application, and the linked training.
SAP Enable Now already has a good integration with the SAP Solution manager, which is widely used by customers. You can download a structure to Enable Now, fill it with content and upload it back to the Solution manager.
There are already hundreds of tutorials for the different SAP solutions. This boosts productivity as not everything has to be created from scratch.
How do AI and Chatbots impact the way end-users learn?
No Podcast currently is without ChatGPT questions Although still in the early stages, the SAP Enable Now team is trying to make good use of the huge amount of data that is collected via AI components. This data pool can help to improve search results that can be utilized via an in-app help and performance support like SAP Companion. A lot of partners are already doing a great job in this context and SAP is trying to benefit from their experiences in the best possible way by incorporating their knowledge into SAP solutions.
Also, the SAP Translation Hub team is highly interested in the capabilities that emerge from Machine Learning and other AI components.
To the point: The future holds a lot of new things for the whole learning ecosystem. But no worries – we keep you up to date on developments.
Tips from the expert
In the end, Kristina shared with us her personal tips for SAP customers to be more efficient:
- Check for existing Enable Now licenses that maybe were bought with some project implementation. One license per user – no matter which application you use it for.
- Think about training and enablement before the implementation. Work with your learning organization and have somebody take responsibility.
Home story – Kristina and the topic of “learning”
Kristina’s narrative for learning: When she has a larger project coming up or she needs to dig into a certain topic, she always tries to find an aggregated view on the topic instead of gathering all information by herself. In most cases somebody has already done the work.
She also strongly believes in the saying: “Repetition is the motor of learning”.
Kristina’s personal learning list: She is interested in environmental topics and sustainability and wants to dig deeper into that topic. That’s why she gave herself Greta Thunberg’s “The Climate Book”.
Another topic that interests her is “Circular economy”. There are courses on openSAP around this topic and she also subscribed to Newsletters of very good Websites to gain more knowledge.
Kristina’s favorite learning formats: getabstract is one source of information that Kristina uses to learn about new topics, but she also takes advantage of audio books as she can listen to them while she is busy doing other things.
Her last audio books: “How to handle mental load in your daily life” and “The end of capitalism” (see below section for details).
Education NewsCast with Bob Mosher
Education NewsCast with Eva Zauke and Annette Girnstein
SAP Enable Now Customer Info Center
Study: Game Changer – The Transformative Impact of Training Infographic (sap.com, gated)
If you want to listen to the podcast – see it here openSAP – Apple Podcasts – Spotify