Enterprise Change Management: From Resistance to Results
Your multi-million dollar ERP, CRM, or HCM implementation is at risk.
We ensure it delivers value by mastering the most critical factor: your people.
The Hidden Risk in Your Transformation
Technology is the easy part. The real challenge—and the number one reason multi-million dollar enterprise projects fail—is getting your people to embrace it. Billions are wasted annually on powerful ERP, CRM, and HCM systems that become expensive 'shelfware' due to poor user adoption and active resistance. This productivity drain silently sabotages your ROI. We specialize in the human side of digital transformation, applying proven, data-driven methodologies to turn your employees from resistors into advocates, ensuring your technology investment delivers its promised value from day one.
Why Partner with CIS for Change Management?
We don't just manage change; we engineer success. Our approach is a strategic blend of psychological insight, data analytics, and deep platform expertise to de-risk your most critical initiatives.
ROI-Focused Frameworks
We go beyond 'soft skills'. Our strategies, grounded in models like Prosci's ADKAR, are designed to directly impact business outcomes: faster adoption, higher proficiency, and a measurable return on your technology investment.
Deep Platform Expertise
We speak the language of your technology. Whether it's SAP S/4HANA, Salesforce, or Microsoft Dynamics, our change strategies are tailored to the specific workflows and user impacts of your chosen platform.
Data-Driven Adoption Strategy
We replace guesswork with data. By establishing clear adoption metrics and using AI-powered sentiment analysis, we provide real-time insights into user engagement, allowing for targeted interventions that work.
C-Suite to End-User Alignment
Successful change requires buy-in at every level. We specialize in crafting and executing communication plans that align leadership vision with frontline realities, creating a unified push towards success.
Certified Prosci® Practitioners
Your project is in expert hands. Our team consists of certified professionals trained in the world's leading change management methodology, ensuring a structured, repeatable, and effective process.
Proactive Risk Mitigation
We identify and address resistance before it derails your project. Our proactive approach to stakeholder analysis and resistance management turns potential obstacles into opportunities for engagement.
Customized, Not Canned
Your organization is unique. We don't use a one-size-fits-all template. We conduct a thorough cultural assessment to co-create a change program that resonates with your values and people.
Seamless Project Integration
We become a core part of your implementation team, not a siloed function. Our change activities are tightly integrated with your project timeline, ensuring a cohesive and efficient rollout.
AI-Augmented Change
Leveraging AI, we enhance our change management process through predictive analytics on adoption trends, personalized communication delivery, and intelligent training recommendations to accelerate learning and proficiency.
Our Comprehensive Change Management Services
We offer an end-to-end suite of services to guide your organization through every phase of its transformation journey, ensuring a smooth transition and lasting success.
Change Readiness Assessment
We evaluate your organization's capacity for change, identifying potential risks, cultural barriers, and key success factors before the project kicks off. This provides the foundational data for a tailored change strategy.
- Identifies high-risk groups and potential champions early.
- Provides a baseline to measure change progress against.
- Informs the specific tactics needed for your unique culture.
Leadership Alignment & Coaching
We work directly with your executive team to ensure they are aligned, visible, and active sponsors of the change. A unified leadership voice is the most critical factor in driving successful transformation.
- Develops a consistent and compelling vision for the change.
- Equips leaders to effectively communicate and model new behaviors.
- Builds a strong coalition of sponsorship to navigate challenges.
Stakeholder Analysis & Engagement Mapping
We identify all impacted groups, from the C-suite to the frontline, and map their level of influence and interest. This allows for targeted engagement strategies that address the specific needs and concerns of each group.
- Prevents key groups from being overlooked.
- Creates a clear plan for communication and involvement.
- Helps in proactively managing potential resistance.
ADKAR Model Implementation
We apply the globally recognized ADKAR model (Awareness, Desire, Knowledge, Ability, Reinforcement) to structure our approach, ensuring we address every stage of an individual's change journey for a comprehensive and effective transition.
- Provides a simple, actionable framework for individual change.
- Focuses on the root causes of resistance.
- Creates clear, measurable goals for change management activities.
Strategic Communication Planning
We develop a multi-channel communication plan that delivers the right message to the right audience at the right time. Our plans are designed to build awareness, create desire, and address the "what's in it for me?" question.
- Ensures consistent, transparent, and timely messaging.
- Utilizes various channels to reach all employees effectively.
- Establishes feedback loops to create a two-way dialogue.
Customized Training Program Development
We design and deliver role-based training programs that go beyond simple button-clicking. Our focus is on building proficiency and confidence in the new system, tailored to the specific day-to-day tasks of your employees.
- Moves beyond generic training to job-specific skills.
- Employs blended learning approaches (e-learning, workshops, job aids).
- Builds user ability and reduces post-launch support tickets.
Change Champion Network Development
We identify, train, and mobilize a network of influential employees to act as peer advocates for the change. This grassroots support system is invaluable for building momentum and addressing local-level concerns.
- Creates a trusted, on-the-ground support system for users.
- Amplifies positive messaging and success stories.
- Provides a vital feedback channel from the front lines to the project team.
Resistance Management Planning
We develop proactive and reactive strategies to manage resistance. By understanding the root causes of pushback, we can address concerns constructively and convert resistors into participants.
- Anticipates and mitigates common points of resistance.
- Provides managers with the tools to coach their teams through change.
- Turns feedback from resistance into opportunities for improvement.
Go-Live Support & Floor Walking
During the critical go-live period, we provide on-the-ground, at-the-elbow support to ensure users feel confident and capable. This immediate assistance prevents frustration and reinforces learning.
- Reduces the burden on your IT helpdesk.
- Provides real-time problem-solving and coaching.
- Builds user confidence and positive early experiences.
Gamification & Engagement Campaigns
To drive excitement and sustained interest, we design and implement gamification strategies and engagement campaigns. These initiatives make learning fun and reward employees for adopting new behaviors and systems.
- Increases user engagement through healthy competition and rewards.
- Encourages exploration and mastery of the new system.
- Makes the change process more enjoyable and less intimidating.
Adoption Metrics & Governance
We help you define and track key adoption metrics to measure the success of the change. We also assist in establishing governance processes to ensure the new ways of working are sustained long-term.
- Provides tangible data to demonstrate the ROI of change management.
- Identifies areas where additional support is needed post-launch.
- Ensures the change "sticks" and becomes the new business-as-usual.
Post Go-Live Reinforcement
Change doesn't end at go-live. We develop a reinforcement plan that includes celebrating successes, sharing best practices, and providing ongoing coaching to prevent users from reverting to old habits.
- Maintains momentum and continuous improvement.
- Recognizes and rewards employees for their successful transition.
- Solidifies new behaviors and processes into the organizational culture.
AI-Powered Change Analytics
We leverage AI tools to analyze system usage data, helpdesk tickets, and communication channel sentiment. This provides deep, actionable insights into user behavior and helps pinpoint areas for targeted reinforcement.
- Offers predictive insights into potential adoption dips.
- Identifies power users and those struggling in real-time.
- Allows for a highly targeted and efficient reinforcement strategy.
Benefits Realization Tracking
We work with you to track the business benefits outlined in the original project charter. This crucial step connects the technology implementation and change management efforts directly back to tangible business value.
- Closes the loop on the project's business case.
- Demonstrates the financial and operational impact of successful adoption.
- Builds organizational confidence for future transformation initiatives.
Change Management Center of Excellence (CoE) Development
For organizations committed to building internal change capability, we help establish a Change Management CoE. We provide the frameworks, tools, and training to make effective change management a core competency.
- Builds self-sufficiency and reduces reliance on external consultants.
- Standardizes the approach to change across the enterprise.
- Creates a culture that is agile and resilient to future changes.
Our Proven 5-Step Change Adoption Process
Our methodology is a structured journey that de-risks your transformation by systematically building support, knowledge, and ability across your organization.
Discover & Align
We start by understanding your goals, culture, and readiness. We align with leadership to build a powerful sponsorship coalition.
Strategize & Plan
Using data from our assessments, we build a tailored change, communication, and training strategy based on the ADKAR model.
Implement & Engage
We execute the plan, deploying communications, engaging stakeholders, and mobilizing your network of Change Champions.
Train & Empower
We deliver role-based training and provide go-live support to build the knowledge and ability your teams need to succeed.
Measure & Reinforce
Post-launch, we track adoption metrics, gather feedback, and implement reinforcement tactics to ensure the change is sustained and optimized.
Real-World Transformation Success
Theory is good, but results are better. See how our structured change management approach has driven tangible outcomes for clients undertaking complex enterprise transformations.
ERP Implementation for a Multi-Site Manufacturer
Client Overview: A $500M industrial manufacturing company with five production facilities was replacing its 20-year-old legacy ERP with SAP S/4HANA. The workforce was highly tenured, with deep-rooted manual processes and significant skepticism towards new technology.
The Challenge: The primary risk was not the technology, but the resistance from the shop floor and warehouse teams who believed the new system would slow them down and threaten their jobs. Early project sentiment was overwhelmingly negative.
Key Challenges Faced:
- Deep-seated resistance to abandoning familiar "pen and paper" processes.
- Fear of technology leading to job displacement.
- Lack of understanding of the "why" behind the massive change.
- Inconsistent messaging from frontline supervisors.
Our AI-Enabled Change Solution:
- Deployed a "Change Champion" network of respected shop-floor leaders to build trust.
- Developed highly visual, simulation-based training focused on "a day in the life" scenarios.
- Launched a targeted communication campaign featuring testimonials from peer champions.
- Provided intensive, at-the-elbow go-live support on the plant floor for the first 30 days.
Salesforce Rollout for a Global Financial Services Firm
Client Overview: A global asset management firm with 1,500 sales and client service professionals across North America, EMEA, and APAC was implementing Salesforce Sales Cloud and Service Cloud to create a single source of truth for client data.
The Challenge: The sales team was fiercely independent, operating in regional silos with their own spreadsheets and informal systems. They viewed the new CRM as a "big brother" tool for micromanagement and feared it would create administrative overhead, taking time away from selling.
Key Challenges Faced:
- Strong resistance from top-performing sales reps.
- Concerns over data quality and the effort required for data entry.
- Lack of a compelling "What's In It For Me?" (WIIFM) for the sales team.
- Difficulty in standardizing processes across different regions and cultures.
Our AI-Enabled Change Solution:
- Focused all messaging on how Salesforce would help them sell more and earn more commission, using AI-powered lead scoring as a key benefit.
- Co-designed streamlined workflows with a council of sales leaders to minimize administrative burden.
- Implemented a gamification program with leaderboards and rewards for key adoption behaviors.
- Created a robust library of short, on-demand video tutorials accessible from within Salesforce.
Workday HCM Transformation for a Major Hospital Network
Client Overview: A network of 8 hospitals and 60+ clinics with 12,000 employees was moving from a patchwork of legacy HR systems to a unified Workday HCM platform for Core HR, Payroll, and Talent Management.
The Challenge: The project impacted every single employee, from surgeons to administrative staff. The key challenge was managing the sheer scale and diversity of the audience, ensuring managers were equipped to handle new responsibilities, and training a time-poor clinical workforce that prioritizes patient care above all else.
Key Challenges Faced:
- Training a large, diverse, and geographically dispersed workforce.
- Equipping 800+ managers with the skills for new approval workflows.
- Overcoming change fatigue in a high-stress healthcare environment.
- Ensuring a flawless payroll transition, as any error would destroy trust.
Our AI-Enabled Change Solution:
- Developed a "Manager's Toolkit" with scripts, FAQs, and quick-reference guides.
- Created a multi-modal training program including short e-learning modules, virtual labs, and drop-in support centers.
- Executed a phased communication plan with role-specific messaging.
- Established a dedicated "payroll command center" for the first three pay cycles to rapidly address any issues.
Expertise Across Your Enterprise Stack
Our change management strategies are not platform-agnostic; they are platform-intelligent. We have deep experience driving adoption for the world's leading enterprise systems.
What Our Clients Say
"CIS didn't just give us a change plan; they became part of our team. Their hands-on support on the factory floor was the single biggest factor in our successful SAP go-live. They turned our most skeptical employees into advocates."
"The 'Why' was missing from our Salesforce rollout until CIS came on board. They masterfully shifted the narrative from 'micromanagement' to 'empowerment,' which was critical for getting our sales team to buy in. The results speak for themselves."
"Rolling out Workday to 12,000 healthcare professionals was a monumental task. The structured approach and manager toolkits from CIS were invaluable. They understood the unique challenges of a clinical environment and tailored their strategy perfectly."
"We thought change management was a 'nice-to-have.' CIS proved it was essential. Their data-driven approach gave us incredible insight into adoption metrics, allowing us to make targeted interventions that saved the project from stalling."
"The communication plan CIS developed was a work of art. It was clear, consistent, and addressed the tough questions head-on. It built a level of trust with our employees that we couldn't have achieved on our own during our Dynamics 365 migration."
"The Change Champion network was a game-changer. It created a positive, grassroots momentum that the project team could never have manufactured. CIS has a real talent for identifying and empowering the right people to lead change from within."
Frequently Asked Questions
It's the structured approach to managing the "people side" of a business transformation to achieve the desired business outcomes. It's not just communication and training; it's a strategic discipline that includes leadership alignment, stakeholder engagement, readiness assessments, and resistance management to ensure a new technology or process is adopted effectively and delivers its intended ROI.
While project managers focus on the technical aspects (timeline, budget, scope) and HR focuses on people processes, dedicated change management experts focus on the specific behaviors and mindsets required for technology adoption. We bring specialized frameworks (like ADKAR), tools, and experience to mitigate adoption risks that often fall outside the scope of traditional project management or HR roles.
As early as possible. Ideally, change management should be integrated from the project's inception, during the planning and vendor selection phase. This allows us to build a change strategy that aligns with the project goals from day one, assess readiness before key decisions are made, and proactively manage stakeholder expectations. The later change management is introduced, the more reactive and less effective it becomes.
We measure success through a combination of project and business metrics. This includes: 1) Adoption Rates (e.g., percentage of users actively using the system), 2) Proficiency Scores (how well users can perform key tasks), 3) Speed of Adoption (how quickly we reach our targets), 4) Helpdesk Ticket Volume (a decrease indicates better training), and ultimately, 5) Benefits Realization (tracking the original business case metrics like increased sales, reduced operational costs, or improved efficiency).
ADKAR is a goal-oriented change management model created by Prosci that guides individuals through change. It's an acronym for the five outcomes an individual needs to achieve for a change to be successful: Awareness (of the need for change), Desire (to participate and support the change), Knowledge (on how to change), Ability (to implement required skills and behaviors), and Reinforcement (to sustain the change). We use it to diagnose gaps and focus our efforts where they're needed most.
We offer flexible models to fit your needs: 1) **Project-Based Consulting:** An end-to-end engagement for a specific transformation initiative. 2) **Embedded Change Team (Staff Augmentation):** We provide certified change practitioners to augment your existing project team. 3) **Change Management as a Service (CMaaS):** An ongoing, subscription-based model for organizations with a continuous portfolio of projects. 4) **Advisory & Governance Retainer:** We provide strategic guidance, coaching, and oversight for your internal change team.
Ready to De-Risk Your Transformation?
Don't leave user adoption to chance. Let's build a strategic plan to ensure your next enterprise project is a resounding success. Schedule a free, no-obligation consultation with our change management experts today.
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