{"id":51465,"date":"2018-10-18T19:14:00","date_gmt":"2022-10-18T19:14:39","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51465"},"modified":"2022-10-27T19:31:47","modified_gmt":"2022-10-28T02:31:47","slug":"technology-change-management-5-steps-to-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/technology-change-management-5-steps-to-success\/","title":{"rendered":"Technology Change Management: 5 Steps to Success"},"content":{"rendered":"\n

Change can be hard for people, so it makes sense that you wouldn\u2019t just throw a new piece of tech into the business and expect employees to embrace it wholeheartedly without any support.<\/p>\n\n\n\n

The most successful technology implementations are underpinned by well-considered change management strategies, with strong leadership driving the change<\/a>. These leaders understand the impact the new technology is going to have on the business, taking pre-emptive efforts to effectively manage that change.<\/p>\n\n\n\n

How PM-Partners Group successfully migrated to Lightning<\/h2>\n\n\n\n

Specialist project management consultancy PM-Partners Group<\/a> recently undertook an organisation-wide migration from Sales Cloud Classic to Lightning. They wanted to implement the technology to unlock greater insights about their customer base and improve the use of data across the business.<\/p>\n\n\n\n

But before they started moving full speed ahead with the technology migration, they very smartly paused and carefully planned their next steps, with change management a priority from the start.<\/p>\n\n\n\n

“<\/i>Change management is crucial to the success of any technology implementation.”<\/p>\n\n\n\n

Using PM-Partners\u2019 Lightning migration as an example, we explore the five key steps to successful technology change management.<\/p>\n\n\n\n

1. Identify and understand your end user<\/h2>\n\n\n\n

In order to build the best user experience that\u2019ll facilitate adoption, you need to first understand who the end user is and what their needs are.<\/p>\n\n\n\n

PM-Partners created a user matrix, with relevant personas rated using the ADKAR change management model \u2013 tracking the five outcomes people need to achieve for lasting change: awareness, desire, knowledge, ability and reinforcement.<\/p>\n\n\n\n

This matrix helped PM-Partners identify the level of training and communication required for each persona to successfully transition to Lightning. Then referring back to previous successful technology implementations, they were able to determine the most effective form of communication for each persona.<\/p>\n\n\n\n

2. Categorise your users and find your champions<\/h2>\n\n\n\n

It\u2019s natural for change to be met with both acceptance and resistance. Individuals within the same team and with the same system permissions, so who are experiencing the tech in the same way, can respond entirely differently.<\/a><\/p>\n\n\n\n

To help the technology implementation run smoothly, PM-Partners identified a \u2018super user\u2019 group. These individuals then acted as Salesforce champions, assisting throughout the migration to drive change in their individual teams.<\/p>\n\n\n\n

3. Implement and manage the change<\/h2>\n\n\n\n

PM-Partners approached the migration in phases, initially rolling out Lightning to pilot users by creating custom profiles and permissions that allowed access. This approach enabled the business to determine how the change was being received and work on any necessary adjustments on a smaller, less disruptive scale.<\/p>\n\n\n

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It’s natural for change to be met with both acceptance and resistance.<\/p><\/blockquote>\n\n