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Adopting new technologies like BILL can help your firm add new services, grow its client base, and increase client retention. But there’s a bridge between adopting new technology and growth—working with your firm’s team and clients to navigate the changes. Here are four resources to help you enable change, onboard employees and clients, and work toward your goals.
Fundamentals of change management
Any major change, even a positive one, benefits from an aligned vision across your entire team. Transitions tend to go more smoothly when everyone has clarity on why changes are being made, what the firm’s trying to achieve, and overall expectations such as policies and training.
Having a framework is helpful for projects like this.
Tips for change enablement
Before you begin, here are seven tips that can improve the change process and help everyone feel more comfortable with the plan.
Communicate clearly and consistently
Clear communication is the foundation of successful change management. Keep everyone informed about what's changing, why it's happening, and how it will affect them personally.
Identify and empower change champions
Find influential team members who support the change and can help persuade others. These champions can address concerns, provide peer support, and model positive adaptation.
Anticipate and address resistance
Resistance to change is natural and should be expected. Listen to concerns, acknowledge them as valid, and work to address the underlying fears or misconceptions.
Break the process into manageable steps
Large-scale change can feel overwhelming when viewed as a single transformation. Break it down into smaller, achievable milestones that provide opportunities for quick wins and celebration.
Provide adequate training and resources
Ensure team members have the skills, knowledge, and tools they need to succeed in the new environment. Invest in proper training and make resources readily available throughout the transition.
Maintain operational stability during transition
While implementing change, maintain core business functions to minimize disruption. Balance the focus on new initiatives with ensuring that essential day-to-day operations continue smoothly.
Measure progress and adjust as needed
Establish clear metrics to track the implementation and impact of changes. Be prepared to adjust your approach based on feedback and results rather than rigidly sticking to the initial plan.
Your change management checklist
It’s time to master change management to support successful, team-supported, client-satisfied technology adoption. At the heart of change management is your entire team, so including them early and keeping them engaged is critical.
This handy checklist provides an outline for technology change management phases and steps to take.
Phases include:
- Pre-rollout, including building your vision, setting timelines, creating documentation, and recruiting internal champions.
- Rollout, which focuses on what to do as you are introducing the new technology. Checklist items cover communications, training, evaluation, and gathering feedback.
- Post-rollout, which breaks down tracking progress, learning, and applying it going forward. These steps allow your firm to understand the progress and success of the new technology adoption, they can also help your firm build a culture of continuous learning.
By following this checklist, you can better manage the change process and increase the likelihood of success firm wide.
Pre-rollout: Get ready and align
This phase lays the foundation for your overall plan, focusing on why this new technology is important, who can help accelerate adoption within your firm, and how you can scale.
- Define and communicate your "why" to the entire team. Help them understand the vision for the new technology and how it can support the firm and its clients.
- Tap into internal technology enthusiasts for help with evaluation and planning. They can identify new areas of consideration and share excitement.
- Set a timeline and goals for the project, including goals extending beyond the rollout. This way, you can keep the project on-time, help prevent going over budget, measure overall performance, and continue progress to goals.
- Define training needs. Your technology provider should have training programs, videos, demos, and more to help your team become familiar with the technology.
- Create documentation for onboarding employees and clients. This way, everyone understands how to use the technology, while also ensuring consistency and scalability for service delivery.
- Recruit internal champions to support success at all levels. The key here is at all levels, as opposed to a top-down approach. That way, each champion understands how different team members use the technology and how to help onboard them.
Rollout: Activate and evaluate
Now that you have a plan, it’s time to roll out your new technology. Here’s what you should consider.
- Keep communications flowing consistently. Consider a mix of meetings, emails, and ways to offer feedback to create a successful roll out.
- Partner with your software provider for resources and support. Your account manager has seen numerous other firms roll out this new technology. Reach out to them for advice and how to address common change management roadblocks.
- Provide advanced training as needed, including certifications. Certifications help employees gain more experience in the product, boosting their confidence and preparing them for client questions.
- Rollout to clients and prospects. Many firms prefer to rollout to clients, which gives them time to perfect documentation and delivery. Then they’ll start actively marketing to prospects.
- Evaluate progress compared to plan. Check your plan to determine if you are on time and on-budget. Consider capturing other metrics to help illustrate your progress (for example, clients onboarded, employees trained, revenue earned, gained efficiencies, etc.)
- Gather feedback from staff and clients. There’s always room to improve, and oftentimes you’ll find those opportunities through surveys, candid conversations, and team meetings.
Post-rollout: Track and learn
The technology is up and running! Now you can focus on assessing results and building for the future.
- Track and communicate major milestones. Identifying these milestones will help everyone understand progress to goals, and give a reason to celebrate.
- Analyze outcomes using data. Areas to consider include how many clients are onboarded, how many more could be, revenue, and more.
- Use partner resources to encourage continued buy-in. Once more, your technology partner can help with demos, case studies, videos, and best practices on how to accelerate results.
- Build a culture of continuous learning. Learning is never “one and done," particularly when it comes to technology. Encourage employees to stay up to date on the latest technology provider news. New hires should have certifications built into their onboarding. Attend industry events to connect with other technology enthusiasts in the accounting community.
Remember, change is driven by team members at all levels. Technology changes can be more successful if they engage everyone. By following this checklist, you can better manage the change process and increase the likelihood of success from top to bottom.
Are you ready for change?
Learn more about how BILL can help your firm navigate change and grow by requesting a demo.
For BILL customers, contact your BILL account manager. If you would like an introduction to your account manager, send us an email and we will connect you.
