SAP is a multinational software corporation that makes enterprise software to manage business operations and customer relations. With nearly a hundred thousand employees, they serve hundreds of thousands of customers worldwide in more than 180 countries.
From a small home-grown solution, SAP eventually scaled up to a cross-company, cross-department solution used by “everybody from developers to salespeople to support agents.” In 2019, they had 85% penetration of their user base, or about 80,000 users.
Some of the steps they took included building a champion network, providing an online community where people could get answers to questions, holding info sessions with stakeholders, and reaching out to administrative assistants.
“When driving adoption of a new capability, it depends on the complexity of it. SO if it’s something pretty and intuitive and it doesn’t change the landscape drastically, then it’s much simpler to roll out an adoption,” says Barbara Sokolow, Director Internal Experience, Web & Digital Services at SAP. “For capabilities that are a little bit broader and change use cases, it’s a little bit more of an in-depth effort to drive adoption, with more widely communicating and deeper communications showing them actually what we can do.”