Technology

Software Adoption and Optimization

Investments in digital platforms often fall short when adoption is inconsistent or user engagement is low. Without a strong focus on onboarding and continuous enablement, tools remain underutilized and the expected return on technology investments is delayed. Software adoption and optimization programs ensure that employees and customers can interact confidently with digital systems, improving productivity, satisfaction, and digital ROI.

CX Strategy as the Foundation

Seamless Integration

Driving Loyalty and Growth

Building Trust and Competitive Edge

What You Gain

Our Software Adoption and Optimization service helps organizations.

Increase adoption of enterprise platforms through contextual guidance and in-app support.

Improve user proficiency and reduce onboarding time across systems.

Identify digital friction points through real-time usage analytics.

Enhance user experience by resolving journey-level pain points.

Maximize the impact of technology investments across teams.

How we Help You Succeed

Digital Onboarding and Enablement

Deploy interactive walkthroughs and in-app prompts with platforms like Userlane. Provide personalized learning paths for different user segments.

Real-Time Digital Experience Analytics

Monitor user behavior across workflows to identify drop-off points and usability issues. Measure task completion rates, time-on-task, and engagement levels.

Platform Usage Optimization

Recommend enhancements based on real usage data from Medallia DXA and other integrated sources. Prioritize fixes and updates based on frequency, severity, and user role.

Continuous Improvement Loops

Use analytics to refine training materials, interface elements, and feature rollouts. Measure adoption KPIs like activation rate, usage depth, and retention.

Why Choose New Metrics

Proven deployment experience with Userlane and Medallia across complex environments.

Focus on human-centric digital enablement, not just technical training.

Real-time feedback systems for continuous optimization of user experience.

Cross-functional coordination between IT, HR, and CX to embed adoption as a shared objective.

All our Services

Research and Insights

Growth Enablement

Customer Experience CX And Engagement

CX Maturity Assessment

Strategy and Operating Model

Voice of Customer Programs (Medallia, Sprinklr)

CX Enhancement & Personalization

Service Design & Optimization

Customer Journey Mapping