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Tips to Get Your Team on Board with New Tools: UCaaS Adoption Best Practices

January 09, 2019 by Brittney Kelsey

Person holding a cell phone using Fuze

The age of digital transformation is defined by rapid advances in technologies that continue to shape how we face challenges in the enterprise and offer innovative solutions to each one. This has lead to a high rate of change and adoption within organizations, as new tools like Fuze are developed and deployed with the goal of increasing efficiency and productivity across all teams.

But every business leader knows that often times the rollout of new solutions can become a problem in and of itself, as employees struggle with, and in some cases even resist, adoption of the new technologies and tools that their employers have selected and implemented. When it comes down to it, adoption of new technologies is change management. And it is hard.

Sure, the rollout of a new CRM or marketing automation platform is challenging but it may only affect a small percentage of the overall company. The issue is more complex for a communications and collaboration tool because it touches every employee within a company. At Fuze, we know the key to success of any new technology is adoption so we encourage our customers to have adoption plans in place. Over the past several months, I had the opportunity to meet with some of our customers to learn what is working for them.  Here are few steps leaders can take to get their teams on board with new tools.

Help your employees identify the problem you are trying to solve

When thinking about implementing a new UCaaS solution, the first step is to connect with your employees and start the conversation about the inefficiencies and challenges they face in their day to day work. Are they bogged down by using multiple tools to communicate with their teams? Do they have the technology they need to be able to work remotely? By guiding the conversation to the problem area you wish to address, you’ll enable employees to identify the problems and gaps themselves. In doing this, you’ll ensure employees feel like a part of the process. This will help them understand that a change is coming soon. Instead of resisting the new solution, they will be more likely to embrace it, as they will understand that it’s being put into place to address the problems that they themselves have already recognized.

Start small then go big

Share the new tools with small trial groups first before deploying across your entire organization. You could also consider bringing a few key employees in on part of the proof of concept to ensure all of the critical use cases or functionality they rely on day in and day out is part of the new solution. With a smaller group, you will be able to take more time to train them on using the new solution, and ensure that they both understand it and are using it properly. In time, these smaller teams will become experts in the new technology, enabling them to be an advocate and resource to the rest of the company. Once you’ve built these small groups, you can begin a larger rollout, using the smaller test teams to support both training and usage across the larger organization. This will make the implementation feel less of a “top-down” decision, and more an organic and seamless transformation.

Be communicative and compelling  

At the end of the day, the most important thing business leaders can do is to communicate clearly and compellingly to evoke attention and excitement around the new deployment. Every customer we spoke with about adoption best practices stressed the importance of communication. The workforce appreciate transparency, and as you begin to make the changes that will affect their day-to-day operations you should provide them with a clear understanding of why the change is taking place, how it will impact their work, and how you envision it having a positive impact on the efficiency and success of the business as a whole. Here are some ways you can communicate the change:

  • Hang up posters with the message that the new technology is coming
  • Leverage upcoming company meetings or events to share the news
  • Create an intranet with FAQs, go-live schedule, and links to more information
  • Create an end user training plan
  • Create a communications plan which may include emails or newsletters about the new technology
  • Plan a go-live day
  • Plan follow up communications to ensure the new tech is top of mind

Widespread change is often challenging, and it’s unavoidable to transition from an old solution to a new one without facing obstacles. As you approach a new company adoption, support your employees to identify and understand the change and you will be well on your way to a successful integration.

Brittney Kelsey
Brittney Kelsey

Brittney is the manager of customer engagements. 

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