Keys To A Successful Software Change

How to Motivate Your Team & Get the Most Out of New Technology

Change. Ready or Not, Here It Comes.

Though typically easier said than done, change is essential in any business that intends to remain in business. Companies aren't recognized for staying ahead of the curve or trusted for their innovation by keeping to the status quo. However, nobody likes to talk about the hard parts of change and what it takes to implement it successfully.

Now, change itself isn't so scary. What's scary is the adaptation process, the frustration of the unfamiliar, the discomfort with something new and seemingly invasive, and the risk of doing all this work for an unsatisfactory return.

When it comes to managing change, particularly when it involves new technology, business leaders must be wary of what they're getting themselves into.

Luckily, leaders need not fear, for there is a formula for successfully managing change in terms of implementing new software, driving adoption among your teams, and maximizing the return on your investment.

With this plan in hand, you can:

• Be sure of what to expect (Step 1)
• Put a reliable strategy in place (Step 2)
• Commit to a plan that gets everyone on board (Step 3)

Don't fall into the trap of launching a new software platform, process, or technology that you know will improve your business...only to roll it back a few months later. Instead, guide your team into the future with confidence and ease.

What to Expect at Every Stage of Change

Employees can't flip a switch and seamlessly go from one way of doing things to a totally different way of doing them. They're set in their ways, they have pride in their effectiveness, and they don't see a reason to change.

That being said, throwing them for a loop with new technology can and will bring some pain points.

The first step to mitigating these is to put yourself in their shoes and understand what they'll be going through. From there, you can create a plan to help all those involved accept the change, embrace the change, and make the most of it to drive real enterprise success.

It sounds dramatic, but the same grieving process we go through in our personal lives shows up in our places of work as we experience significant changes there as well. And just as similarly, there are strategic ways of working through those stages and mitigating them to achieve optimal adoption and success with your new technology.

You can expect to encounter:

• Denial
• Anger
• Bargaining
• Depression
• Acceptance

Let's dive into each of these problems and their solutions so you're able to recognize them in your staff as they come and guide them swiftly through the stages.

Denial

Problem

Employees are comfortable with what they know and what's always worked for them, so they see no need to shake things up.

Once you start including them in conversations around a coming change (which you should), you'll most likely encounter denial in the form of defending traditional processes.

Even if they recognize and acknowledge that certain tools and procedures could be improved, those in denial will have a hard time believing that improvement can happen without sacrificing current efficiencies.

Solution

Acknowledge and account for your employees' experiences. Value their input and ensure that it will be thoughtfully considered when making these types of decisions since, after all, they're ultimately the ones most affected by them.

Give them the full picture behind why a change is being made, and remind them that new practices are being implemented for the sake of improving internal efficiency and service to customers.

Anger

Problem

Anger will show its face when employees realize that change is coming for them, whether they're ready and willing — or not.

Keep in mind the anger you encounter is often the result of deeper feelings below the surface. Employees who were once confident in their effectiveness are now feeling much less secure and out of their element.

Solution

Transparency and reassurance at this stage are key.

Facilitate open discussions where employees can voice their challenges, concerns, and anxieties. Make sure they know you don't expect instant comfortability and ease with these new changes and that it's a learning process for everyone involved.

Bargaining

Problem

Stemming from insecurity and frustration, employees will naturally seek out ways to avoid and work around the new processes.

They may even appear to be adapting to the change while managing to hang on to old habits.

Solution

Be mindful and understanding when this happens — and more than likely, it will.

Change takes time, and it's much easier for employees to adapt when it's implemented in stages. However, if the only option is for major change to happen all at once, accept that workarounds will occur and clearly demonstrate how familiar processes translate into the new structure.

Depression

Problem

By now, employees realize that change is here to stay, and they're probably feeling out of sorts.

Positions in which they once excelled suddenly have them feeling outside their comfort zone and less confident in their abilities.

Solution

Recognize your employees for their effort and the wins they achieve along the way.

Feelings of helplessness can be mitigated and confidence can be rebuilt by providing the resources they need and communicating the value of their skills and strengths in a new setting.

Acceptance

Employees have now become confident enough to recognize the true potential of the new system.

They accept the changes, release their resistance, and begin to thrive in a different — but more effective — process.

Now that everyone's bought in, they'll also begin recognizing the personal benefits these changes can have for them the more they commit.

Take advantage of this momentum by providing ample opportunity for learning and development while capitalizing on the team's energy and enthusiasm.

Throughout all these stages, never lose sight of your role in the transition. Every person involved will rely on you for guidance every step of the way.

Stay in tune with the challenges, triumphs, emotions, and feedback from your team during times of change, and you're on the right path to maximizing your investment.

Have a Game Plan

Once you know what to expect, you've got to have a plan to navigate these stages and work toward optimization of your new technology.

Having a game plan complete with the right tools, training, and support will go far in mitigating fears and setting employees up for a successful transition.

Training will have a particularly profound impact on employee adoption.

First of all, it facilitates bottom-up engagement. Rather than just taking top-down orders, employees feel supported and counted on for their contribution to a successful implementation.

However, the benefits of effective training go well beyond employee attitudes and adoption.

By taking the time to train your staff, you're able to fully realize the depth and capabilities of your new technology. Regular employee input during this time will reveal all sorts of unique applications and use cases your leadership team may not have even realized.

In other words, thoroughly support your staff — your most important asset — in their transition, and as a natural result, you'll get the most out of your investment.

Identify Your Training Goals & Timeline

As far as goals go, number one is to keep time lost during transition to a minimum.

In order to achieve this, there should be a strategy in place to train employees to do their jobs as efficiently as they did prior to the new system being implemented.

From there, support your employees in leveraging the new system to their own advantage. Successful adoption relies on them recognizing the value and reaping personal rewards outside of how the business is benefiting.

Incorporate training early on that demonstrates:

• Higher efficiency
• More available time
• Increased customer reach
• Better quality work
• Greater earning potential

Throughout your planning, set realistic expectations with regards to:

• Your team's technical skills
• The complexity of the new technology
• The extent of operational change

Honor Different Learning Styles

As you're evaluating employees' skills and tech savviness, consider dividing them into two groups before proceeding with training:

1. Those to whom new technology comes naturally
2. Those who need extra time and support

By separating the two, you'll be able to tailor training programs to best suit their needs and get everyone on the same page.

The fast-paced group can move straight into advanced technical training, while others can take the time they need to focus on the basics.

An added benefit: the more advanced group will eventually be able to help bring others up to speed.

Diversify Your Training Methods

Everyone has different learning styles, and there are many training methods available for new software implementations.

It's best to use a strategic mix of methods to reach a diverse group of learners.

Effective training is not a one-and-done situation.

Training Methods to Consider

• Training by the software or technology provider
• Classroom-based training
• Interactive or on-the-job training
• Train-the-trainer programs
• Access to a training portal with how-to videos and resources

Many companies miss opportunities simply because they don't know what to ask for or what support is available.

Speak openly with your provider about:

• Training resources
• Support structures
• Client success stories
• Recommended adoption strategies

Empowering your staff to embrace change means arming them with the resources they need to make the most of it.

Commit, Don't Quit

One cannot be successful at something without taking action.

Action gets results, so it's a matter of steering your actions in the right direction and staying the course.

Like the rest of humanity, your employees are creatures of habit, and because of that, you can't expect change to be welcomed with open arms.

No matter how in tune you are to your team's mindset, change and the hard work that comes with it will be met with resistance.

That being said, set your direction and remain committed to the plan and the goals you were after in the first place.

Top-Down Teamwork

Fostering an inclusive work environment is crucial to overcoming the challenges that come with learning a new system, and it starts at the top.

Management and their teams should feel as if they are in this together and can rely on one another to help get everyone up to speed.

To do this effectively, provide your management team with delegated training and support to build confidence in your initiatives.

Champions for the Cause

You're going to need champions on your side.

Leverage key staff members and department leads by convincing them of the benefits brought on by the new system.

When they see how it benefits them, they will work hard on your behalf to convince their teams to get on board as well.

Hope for the Best, Expect the Worst

A strong strategy has a major impact on the success of a change initiative.

Consider all the obstacles you might encounter and plan ahead for how those will be handled swiftly — or ideally, avoided altogether.

Too many bumps in the road during a delicate transition period will quickly wear down the confidence your team has in both the process and the finished product.

Clear Communication

In order to deal with concerns, conflicts, and misunderstandings productively, keep your eyes and ears open.

Listen to your people.

They will undoubtedly have something to say, and they want to feel their words are valued.

Their feedback is necessary to uncover the strengths and weaknesses of the training you're providing.

A transparent feedback loop enables you and the vendor to address issues quickly and keep your implementation timeline on track.

Incentives: What's In It for Me?

This will be the second question employees ask when they're notified of change. The first is usually: “Why?”

The “why” is easier to answer because it's the reason the business is making the change.

But employees want to know how the new system benefits them personally.

If you can demonstrate how this will make their job:

• Easier
• Faster
• More profitable
• Less stressful
• More effective

…you'll dramatically improve adoption.

And along the way, don't forget to recognize the people embracing change and succeeding with it.

Whether it's pizza parties, public recognition, promotions, or new responsibilities, incentives and appreciation go a long way.

Final Thoughts

Every business and technology implementation is different. There's no single formula that works for everyone.

However, successful change management consistently comes down to three main objectives:

1. Know what you're getting into before implementation begins
2. Plan strategically for the transition
3. Commit fully to the process alongside your team

When done correctly, the effort will be worth it, and both the team and the outcomes will be stronger because of it.