Blog: 09.09.24

Embracing Change: Onboarding New Software in a Manual-Work Environment

In today’s rapidly evolving digital landscape, the adoption of new software is not just a luxury but a necessity for analyst teams striving to stay efficient while preventing and solving crimes. However, transitioning from manual processes or older software to new technologies can be daunting for teams accustomed to their established ways of working. Whether you’re a small team or a large organization, navigating this change effectively is crucial for success. Here’s a comprehensive guide on how to smoothly onboard new software when your team is used to manual work or legacy software.

1. Understand the Why

Clearly communicate to your team the reasons behind the transition. Whether it’s improving efficiency, enhancing collaboration, or staying compliant with industry standards, ensure that everyone understands the benefits of adopting the new software. Address concerns upfront and highlight how the new system will address existing pain points. Your software provider can help you prepare for this meeting with your team. Ask your Customer Success Manager (CSM) for marketing material, product descriptions, and KPIs.

2. Plan Thoroughly

A well-thought-out plan can make all the difference in the onboarding process. Start by defining clear objectives and milestones. Break down the implementation into smaller, manageable tasks and allocate sufficient time and resources for each stage. Consider creating a timeline to keep everyone aligned and motivated throughout the transition.

Every team is different. Tell your CSM everything you can about the experience and skills of your team members, and they can help with a tailored plan.

Here’s an example process:

Kickoff:

Each team member will fill out a questionnaire about their skills and expectations → Introduction between your team and the software provider’s team → System demo

Training:

Hands-on training → Independent exerices → Conduct a real case with guidance

Real-world work:

Move existing data to new software → Work on real cases

Conclusions:

Catch-up session between the team manager and members to gather feedback and answer questions → Fill out a suvery form to provide feedback to the software provider and suggest improvements

3. Training and Education

Invest in comprehensive training programs tailored to different user levels within your team. Offer hands-on workshops, video tutorials, and documentation to familiarize users with the new software’s features and functionalities. Encourage active participation and address any concerns or questions promptly to build confidence and competence among users.

Your CSM can offer these training materials, but make sure to add your own touch by building exercises relevant to your team’s daily work.

4. Encourage Feedback and Adaptation

Transition periods can be challenging, so create channels for continuous feedback from your team. Encourage open communication about user experiences, challenges encountered, and suggestions for improvement. Actively incorporate valuable feedback to refine processes and ensure the software aligns with your team’s workflow.

Select one team member who will be responsible for gathering questions and feedback from all users and communicate it to the software provider. Your CSM can help you decide who this “champion” user should be.

5. Provide Ongoing Support

Support is especially crucial during the adoption phase. Ensure your software provider provides a dedicated support system to assist users with troubleshooting, addressing technical issues, and optimizing the software’s usage over time. Subscribe to updates on new features, updates, and best practices to maximize the software’s potential.

6. Monitor Progress and Celebrate Milestones

Track key performance indicators (KPIs) related to productivity, efficiency gains, and user satisfaction to gauge the impact of the new software. Celebrate achievements and milestones reached during the onboarding process to acknowledge your team’s efforts and reinforce the benefits of the change.

7. Address Resistance and Manage Change

Resistance to change is natural, especially when transitioning from familiar manual processes or legacy systems. Proactively address concerns, provide reassurance, and emphasize the long-term benefits of the new software. Look out for team members who continue to do tasks manually which they could do with the new software. Carefully try to find out why they do this - do they feel the task will be done faster this way? do they struggle with using the software for their needs? Address the specific need every time, until you see more engagement with the software. Select a “champion” user to help everyone else feel more comfortable using the new software for their daily work - someone they know they can turn to when they have a question or concern.

8. Celebrate Success and Share Learnings

Finally, celebrate the successful onboarding of new software as a collective achievement. Acknowledge the efforts of everyone involved and share insights and learnings with other teams or departments undergoing similar transitions. Document best practices and lessons learned to streamline future software adoptions within your organization.

Embracing new software in a manual-work environment requires patience, strategic planning, and a supportive team culture. By focusing on clear communication, comprehensive training, ongoing support, and a commitment to continuous improvement, you can navigate the challenges of onboarding with confidence and set your team up for long-term success in an increasingly digital world.

By the way, here’s a list of key questions to consider when evaluating a software provider:

Do you offer both live and on-demand training?
Will my team have access to a designated point of contact for support?
What does your onboarding process entail? Can it be customized to fit our team’s needs?
What skills are essential for using your software effectively? If our team lacks these skills, do you provide additional training?
Do you offer training materials and recordings that can be accessed later?
If new members join our team, is additional training available for them?
Can you assist in identifying a “champion” user within our team?

These are just a few examples—feel free to adapt them as needed!