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How Slack Drives Change Management
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Produced By
Rav Dhaliwal Head of Customer Success, EMEA Slack
Ravit Danino Vice President of Products
Totango
Where Work Happens
Our continued growth
Slack is easy. Change is hard.
“No major software implementation is really about software. It’s about change management… When you move (systems), you are changing the way people work… You are challenging principles, their beliefs and the way they have done things for many years” Jeri Dunn, VP and CIO of Nestlé 2002
Our change and adoption method A simple, repeatable launch and adoption method, focused on the people side of technology enabled change.
People & purpose
People & purpose
Business uses Setup Change
BUSINESS USES Define your business reasons for deploying Slack. Assemble a team to prepare employees for the change
ADOPTED We publish
newsletters in Slack
People & purpose
CHANGE TEAM ROLES DESCRIPTION
Project Manager Main point of contact to coordinate activities
Executive Sponsor Actively communicates the purpose and value of Slack
Middle Managers Lead adoption in their departments with business relevant scenarios
Tech Lead & Admins Manage initial team setup and ongoing user management
Champions Promote use, spot successes, provide help and regular feedback
“Our goal for Slack is to connect our Sales, R&D and Production teams in order to ship our new products 20% faster”
BUSINESS USES Start with use cases that maximize adoption
Time/ Slack maturity
Bus
ines
s va
lue
ADOPTED We publish
newsletters in Slack
ENGAGED We manage our
Marketing projects in Slack
EMBEDDED We pipe Marketing
leads from our CRM in to the #sales channel
Business uses
BUSINESS USES Remove technical barriers to adoption. Establish Slack as a compliant and supported service
ADOPTED We publish
newsletters in Slack
Setup
Roles
Team wide settings
Permissions
Authentication
Compliance
TEAM SETTINGS
Create #help-slack channel
Train Helpdesk team on basic Slack queries
Point users to Slack Help Center
Promote use of /feedback
SUPPORT PLAN
Review Channel Naming
Create template for Champions
Create starter channels
CHANNEL NAMING
BUSINESS USES Ensure employees have awareness, desire and the knowledge to use Slack
ADOPTED We publish
newsletters in Slack
Change
Pre, during & Post launch
Executive & Middle Manager comms schedule
Decide on comms channels
COMMUNICATIONS TRAINING
Executives
Admins
Employees
Champions
30 days of Slack
Slack video content
Events
ONGOING AWARENESS
ESTIMATED 2 WEEKS
IDENTIFY TRAINING AND COMMS NEEDS
PEOPLE & PURPOSE
SETUP
BUSINESS USES
CHANGE
PREPARE
CREATE TRAINING AND COMMS
PLANS, CONTENT
LAUNCH TEASER CAMPAIGNS USER TRAINING
LAUNCH COMMS
EARLY ADOPTER LAUNCH LAUNCH FIRST GROUP
ESTIMATED 2-3 WEEKS
SET UP AUTHENTICATION TEAM SETTINGS CHANNEL
NAMING SET UP USER
GROUPS
TEAM CONSOLIDATION
BUSINESS AS USUAL ADMINISTRATION
ENGAGE LAUNCH TEAM
REVIEW SUCCESS & ADJUST
LAUNCH USE CASES
IDENTIFY PURPOSE AND MEASUREMENT
IDENTIFY TEAMS TO JOIN SLACK
IDENTIFY SLACK CHAMPIONS
CREATE SLACK TEAM
IDENTIFY EXISTING USES OF SLACK
IDENTIFY COMMS AND TRAINING NEEDS FOR EARLY ADOPTERS EARLY ADOPTER TRAINING
ONGOING FEEDBACK FROM EARLY ADOPTERS
ONBOARD EARLY ADOPTERS
IDENTIFY NEW USE CASES FOR
FIRST GROUP
INTERVIEW EARLY ADOPTERS
LAUNCH EXISTING USE CASES
LAUNCH EARLY ADOPTER COMMS
ONBOARD FIRST GROUP
AWARENESS CAMPAIGNS
REVIEW SUCCESS & ADJUST
REPEAT EVERY 2-3 WEEKS
DEVELOP HELPDESK
SUPPORT PLAN
METHOD
Accelerating adoption
Change engagement
Key Take-aways
• Adoption is about more than just deploying technology • Change is really HARD for customers • Make the case for change EARLY!
Driving Change Management: Totango’s POV
• Technology enables change management – it removes the guessing game about how your customers are dealing with it
• Technology helps you drive adoption – at scale! • The more you empower the entire company to drive change, the more
successful you will be at growing daily active users, feature adoption, and other key metrics
Drive EXTERNAL Change With Technology
• Helping customers change their behavior is key to adoption – make it personal & relevant!
• Totango Campaigns sends automated emails triggered by user’s in-app behavior
• Introduce and train on new features as users progress • Onboard new users as they try new areas of the product • Respond to drops in logins and usage • Congratulate them on achieving results with specific
features
• Track the progress of behavior change with data-driven goals
Drive INTERNAL Change With Technology
• Change your team’s behavior to focus on the right customers at the right time, with the right conversations
• Totango enables proactive engagement • Early Warning System sends notifications and alerts
when and WHY a customer health score changes • SuccessPlays are automated programs that define
how your team should respond • Zoe gives EVERY employee from all departments
access to real-time customer information to enable smarter conversations and business decisions
Questions?
Ravit Danino, VP of Product
Emali us: [email protected]
Visit: www.totango.com
Rav Dhaliwal, EMEA Head of CS
Learn more: https://get.slack.help/
Visit: www.slack.com
Early Bird expires this Friday, December 15! Save $100 off Early Bird with code ENCORE100 (hurry!)
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