Initiatives to scale the upgrade process

The Netherlands have started upgrading customers since 2019 and gained valuable insights in the amount of time it takes to upgrade a customer. The time currently spent is based on upgrading advanced users one by one. In the following Upgrade efforts and hours document an overview of time spent per customer is indicated.

To be short a upgrade currently costs:

Commercial: 8 - 10 hours

Implementation: 10 - 12 hours for basic users, 18 hours for advanced users

In order to meet our goal to upgrade all customers by the end of 2023 we need to scale the upgrade process. We will try to do so by reducing the hours spent per customer.

Commercial: instead of convincing customers to upgrade we will push them to upgrade. This will significantly reduce the time spent per customer. We estimate a maximum of 2 - 3 hours is still needed for the intermediate and advanced customers, a maximum of 1 hours is needed for the basic users. 

Implementation: the most time consuming part of the implementation is the training part. We will aim to reduce the time spent on implementation by working with In-app guidance and a Learning Management System. We estimate that this will reduce the time spent per customer significantly. A total of 5 hours will be needed for basic users once both systems are in place. 

For the advanced users we indicate a total of 9 hours will be needed to complete the upgrade per customer. 

Actions:

• Implementing measures that will reduce the time spent are planned for mid 2022. update 22/04/2022: due to cost reductions the project has been delayed. New planned delivery date is unknow.

• The implementation specialist will work on scaling the upgrade process on the implementation part and will update the go to market team on a bi-weekly basis.