Today’s leaders are zeroing in on tools that streamline their operations so their teams can focus on the front-office.
But system implementation presents challenges, especially when success hinges on company-wide adoption. It’s not just about informing your team about the change and starting training—it’s about smart implementation, choosing your internal champions wisely, and maintaining momentum. As Luke Howes, CFO at Six Degrees Executive, puts it:
“For implementation to work really well, the whole business needs to get behind the change and that goes beyond training. You need to identify and empower champions within each team.”
In Sourcr’s recent webinar, ‘Bill More with Less in a Difficult Market,’ Luke shared his insights from the successful rollout of a new digital phone system. Based on his insights, we’ve put together a handy guide to help you champion change with 5 actionable steps.
Step 1: Conduct thorough testing
Luke explained, “With anything like this, my advice is to plan as much as you can and give it the respect it deserves to make it a success. We freed up the time of our tech team so they could thoroughly test the app before we launched.”
The key questions to ask:
Does this system solve our core challenges effectively?
What problems might arise?
Are there any workarounds we’ll need to implement to make it work seamlessly?
Is this the right long-term solution for our business goals?
TIP: Get your hands on a sandbox environment or test account. This will help you identify potential issues early and fine-tune solutions before the official launch.
Step 2: Identify and empower your champions
Select your champions—those who are respected by their peers—and make them your advocates for your new normal. These champions will be the ones communicating the benefits of the system, helping their teams get comfortable with it, and smoothing out any bumps along the way.
Luke shared their approach at Six Degrees Executive, “We looked at how we could lead the implementation from within the business, not just from the corporate services side. Typically, I’ve seen implementations work best when the whole business gets behind it. For us, that meant having champions within each team, with Suzie McInerney, our CEO, advocating the entire process.”
TIP: Run training with your champions to ensure they’re confident using the system and explaining the benefits to the rest of their team.
Step 3: Build excitement and start training
You’re rolling out a new system, and let’s be real—some people might be groaning at the thought of it. But you can turn that around by building excitement from day one. How? When you commence training, explain to your staff what’s in it for them. If you can communicate the system’s benefits clearly and show them how the change resolves their problems throughout the training the rest becomes much easier.
Luke pointed out, “For us, this looked like running separate training sessions for each team. Our team champions were critical here as they knew how to communicate the benefits and use the system effectively.”
TIP: Tailor the training to different learning styles. No one learns the same way, so mix it up—user manuals, video tutorials, and a solid FAQ section will go a long way in getting everyone up to speed.
Step 4: Create a buzz around the launch
You want the launch of your new system to feel like a big deal. Get creative by organising a launch event, branded merch, or even setting up team competitions. The goal is to generate excitement and make everyone feel like this is a significant milestone for the business.
Luke described Six Degrees Executive’s rollout, “As we neared the launch, it was about creating energy and excitement. We had a national launch day with branded merch, turning it into a mini BD day. Everyone saw it as an opportunity to try out the new phone system and make the most of it.”
TIP: Why not set up some friendly competition? Offer prizes or recognition for the teams that embrace the system quickest or use it most effectively. Everyone loves a little incentive.
Step 5: Regularly review team usage
The launch is just the beginning. Once the system is in place, keep an eye on how it’s being used. This means looking at both hard data (usage metrics) and gathering feedback directly from the teams using it. Keep those communication lines open—it’ll help you identify what’s working, what’s not, and where you need to make adjustments. Schedule regular check-ins—weekly or bi-weekly—to review usage and gather feedback. Stay on top of things and you’ll catch any issues before they snowball.
Luke emphasised, “The other thing which is key to anything like this is that reinforcement after the piece. That means looking at usage and keeping the feedback loop open.”
TIP: Celebrate the successes of your super users. Real-life examples can inspire others to get on board and see the benefits for themselves.
For implementation to work really well the whole business needs to get behind the change and that goes beyond training. You need to identify and empower champions within each team.
