The stakes were high.
A property management company with 200 offices across 75 countries had invested a fortune in new software to standardize their client experience. Unfortunately, adoption across all constituents was at a mere 10%. Executives had tied leadership bonuses to user adoption across industries and geographies. Time was running out.
The client called us to resolve their “training issues,” but we quickly determined a different root cause of the problem. In a well-intentioned effort to provide a system that met everyone’s needs, the client had weighted all requirements equally during software customization. The result? A complicated system with slow response time that didn’t meet users’ needs in a fast-paced, high customer service, high-touch, environment.
Our client agreed that the most effective way to get their 52,000 employees on the same page was to enlist Clerestory’s help. We can deliver technology adoption on a global scale. We know how to collaborate with leaders and teams to encourage people to support and embrace change, identify the costly kinks that interfere with efficient processes, and develop and deliver solutions that are easily understood and straightforward to implement.
Designating the North American offices to act as early adopters of the software allowed us to evaluate the integrated processes from an industry perspective. We worked to identify and remove burdensome screens, steps, and menus built into the project management software and surrounding business processes. Of course, transformation can never be truly successful in a vacuum, so Clerestory equally focused on:
- Collaborating with management to establish the buy-in and commitment necessary for success
- Engaging leaders at the regional level to clarify policy decisions and decision-making rights across geographies
- Designing repeatable and scalable processes that would allow the client to own the transformation
- Creating a training curriculum that enabled our client to train all North American users in six months
- Developing a train-the-trainer program to deploy across the EU and Asia
We don’t just learn about our clients and dictate solutions, though. Our methods ensure that our clients understand why specific changes make sense and how each solution impacts their organization. Our effective approach allows us to EMBED℠ change management methods that provide immediate, and lasting, results for our clients, just like we did for this global property management firm.
Together we increased global user adoption to 90%, and standardized the client experience across geographies. Our client was able to provide the level of customer satisfaction that inspired their original investment. Ultimately, we improved our client’s business operations by helping them achieve their technology adoption goals. Doing so within a change management context enabled us to develop tools that would allow our client to build internal change management muscle and to be more adaptive and resilient in the future.
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user adoption achieved
“‘It’s been incredibly valuable to work with Clerestory. You are true leaders, organizers, diplomats, thinkers, and communicators. You were an asset to the team.”
