For so many companies, software isn’t generating the value vendors promised. Apps proliferate in tech stacks—the average enterprise now uses 247 of them. What’s more, employees find themselves toggling between nine apps daily on average—wasting precious time navigating through them. As confusion and frustration go up, productivity and collaboration go down. Call it the software experience crisis.
And that’s the baseline before you factor mergers & acquisitions (M&A) into the equation.
Adding complexity to a crisis
When one company merges with or acquires another, an already challenging software landscape becomes even more daunting. IT teams and change managers are faced with consolidating and integrating disparate portfolios, breaking down team and departmental siloes, and getting employees used to very different processes to adapt to new ways of working.
Managing the software complexity that comes with M&A integration is one of the most daunting digital transformation challenges. But with the right tech, it’s possible to come out on the other side more productive, efficient, and resilient.
Understand how work happens today to drive change tomorrow
For most employees, a merger or acquisition means having to adopt new software and workflows that will present any number of challenges and friction points. In order to head those off before they happen, IT and change management teams need to understand the current state of work to drive the right change strategies and tactics. That’s where Pendo’s software experience management (SXM) platform comes in.
With the power of Pendo Analytics, teams leading software migrations and M&A integrations can understand employee behavior within and across apps and workflows, shining a light on where they get stuck or frustrated. With Pendo Session Replay, they can dig even deeper through video playbacks of individual actions to understand what users are actually experiencing.
Equipped with these insights, IT and change management teams have a foundation from which to build and execute the right change strategy.
Automate and scale onboarding and training
Once an organization is ready to roll out or migrate users to a new system, Pendo lets them do so automatically and at scale, where and when it matters most—in the app itself, as employees are using it. Rather than conduct long and tedious one-off training sessions that employees will quickly forget, they can provide step-by-step instructions within the new app or workflow with Pendo Guides. (And for those employees who may be hesitant to adopt new systems, Pendo Orchestrate enables teams coordinate and deploy outreach outside the app via email as well.)
The best part? Teams can tailor support based on metadata (role, location, etc.) and behavior (such as whether it’s someone’s first time in an app or workflow). Doing so helps teams get the right support to employees who need it—and leave those who don’t alone.
The always-on, contextual nature of in-app support will help employees quickly adapt to new systems and workflows, moving the needle on critical metrics like process adoption and completion rate.
Give employees a voice in how change happens
As an M&A integration takes place, Pendo lets IT and change management teams collect and take action on employee feedback. As the people working every day in the new systems and workflows that are being rolled out every day, employees will often have meaningful insights about how to improve them.
Leveraging the Pendo platform, teams can deploy in-app polls and surveys to keep a finger on the pulse of employee sentiment. They can also gather comments and recommendations about what’s working, what isn’t, and what the next integration priorities should be.
Mergers and acquisitions present a software challenge. But with Pendo, IT and change management teams can turn that challenge into an opportunity to maximize employee and business outcomes.
Want to learn more about how Pendo helps teams navigate the complexities that come with M&A processes? Get a custom demo here.
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