Adopt360

Our Adopt360 service ensures your organisation gets the full value from its technology investments by driving effective adoption at every level.

We focus on the people side of change, offering clear strategies, tailored training and ongoing support to help teams embrace new systems, tools and processes.

By accelerating adoption and reducing resistance, Adopt360 helps businesses enhance efficiency, minimise operational disruption and maximise the long-term benefits of digital transformation.

If You Don't Bring Your Users With You, Your Transformation Journey Will Fail

“People don't resist change. They resist being changed."

- Peter Senge

Adoption should never be an afterthought - it’s the make-or-break factor for any project’s success. Research shows that 70% of projects fail when user adoption is overlooked [1], yet too often, not enough time, budget and resource is allocated when it should be integral to your IT strategy, not optional.

The Human Side of Change

Every transformation depends on individuals, each with unique adoption needs. Your staff do not view your IT project as "gift". Without proper planning, projects risk staff disengagement, lower morale, and reduced productivity.

Our Approach to Adoption

Starting early, we help set adoption goals, build tools, and gather feedback, so your team doesn’t just adapt to change—they embrace it, ensuring sustainable results. Building your adoption strategy should begin alongside project planning but whether you’re just starting or already live, we provide the support and expertise to build sustainable, engaged adoption from day one.

[1] McKinsey & Company, Common Pitfalls in Transformations, 2023, https://www.mckinsey.com.

Driving Lasting Change, Together

Setting Clear Adoption Goals

We help you establish meaningful, measurable adoption targets, aligned with your vision for the change.

Building a Supportive Framework

Frameworks and tools provide the foundation for seamless, effective adoption across your organisation.

Tracking & Refining for Impact

With our benefits dashboard and survey tools, we monitor adoption in real-time to keep everything on track.

Service Breakdown

1. ADOPTION FRAMEWORK A package of work delivered over 3 phases - Audit, Plan and Execute and tailored to your digital journey (transformation, integration or optimisation). Throughout, we will develop your skills and maturity so you are ready to take ownership on completion.

2. ONGOING ADOPTION SUPPORT If required, we can continue with phase 4, allowing us to support you practically by acting as your User Adoption Owner. We can do this on an interim basis until SMEs and champions have been identified and empowered to continue to deliver change as a business-as-usual activity, or on an adoption-as-a-service basis.

Start Transforming Adoption

1. AUDIT (Assess the baseline)

An assessment of the existing organisational, user and project context. Identification of specific needs and pain points that change is intended to address.

Approach:

Engage with end-users and stakeholders to gather insights.
Review any existing information / material, perform gap analysis and determine the goals of the adoption.
Assess current-state adoption maturity and readiness.

Deliverable: Adoption Strategy

Describes the approach to deliver change success by outlining:

Definition of success (benefits and KPIs)
The impact on who and how
Plan to achieve adoption outcomes

2. PLAN (Success readiness)

Working with your delivery team to define the plans needed to achieve adoption and usage of your transformation (technology, service or process changes).

Approach:

Work with relevant stakeholders to define the activity, roles and timelines needed to equip and support.
Preparing your organisation to measure and track.
Adapt performance in order to move individuals through the transition.

Deliverable: Adoption Toolkit

A collection of resources, tools, and strategies designed to facilitate success:

Adoption Metrics dashboard
Tools and resources
Employee engagement track

3. EXECUTE (Act and track)

Smooth the transition and manage the cultural and operational shifts that come with adopting new technology.

Approach:

Implement toolkit plans to address resistance and foster a positive attitude towards the new technology.
Measure usage, satisfaction and areas needing improvement. Adapt the toolkit as necessary.
Track the adoption progress and address any issues that may arise.
Monitor the effectiveness of the toolkit.

Deliverable: Execution Results

Analytics, surveys and direct feedback.
Service and support transition reports.
Updated Toolkit.

4. SUPPORT (Measure and improve)

We provide hands-on support to realise the value of the change by ensuring it is adopted and the organisation is committed and prepared to sustain your transformation.

Approach:

Regularly review and update adoption metrics
Gathering user feedback
Updating training
Root cause analysis of user related issues raised with support
Ongoing communication strategy execution (or supporting internal comms teams) as necessary.

Deliverable: Continuous Updates

Continuous performance results and outcomes.
Updated Toolkit as required.
Transfer of assets.

If you’d like more information about this service, get in touch today.

Let Us Help You Today

"Why couldn't I do this internally?"

People resist change for many reasons. Unless their specific concerns are addressed, resistance can easily derail or undermine the change initiative, either covertly or overtly. The job of a change agent is to address this friction. Internal staff often don't have the time required, or the skills necessary to properly assess the impact, plan and then effectively support their co-workers. Using an external organisation also helps to minimise internal conflict.

"We're training users - why isn't that enough?"

Training is important, but so is cultivating multiple levels of employee sponsorship; actively celebrating successes and reinforcing changes; proactively identifying and managing resistance to change; coaching sponsors.

Plus, without the right strategy and Change Leaders in place to help steer the organisation towards its goals, training is just training.

"How will I know if the service is worth it?"

Not only do we measure adoption success, but also the success of our service. To ensure the process works alongside your roadmap and doesn't become a blocker, we take an agile approach to defining, implementing and improving the strategy. We measure tangible progress such as training uptake, as well as the intangible benefits such as time to effectiveness as a result of our toolkit and other metrics that we will agree with you at the outset.

"Can you give me a real-world example?"

IT have started rolling out a new system or process without adequate communication of the why, the impact to users, or the timeline. There is push back from the start. Training happens but participants only partly engage because they're too resistant. Now less motivated after having precious time wasted on an initiative they don't see the purpose of and which was potentially not designed with their involvement. We help ensure change is not just implemented but adopted.