Change Management: 3 proven methods of adopting a new solution for maximum results

That we have compiled from and successfully applied for +100 clients in 6 markets.

A few common problems related to adopting a new solution

To actually deliver value from a new solution, there are three components companies need to master: the Platform, the People, and the Process, or 3Ps for short.

A platform, no matter how advanced, is only as good as the people using it. And how they use it (process) matters.?

However, the end users sometimes resist using the new solution. The most usual challenges associated with rolling out and scaling a new solution include, but are not limited to:

1. The end users’ lack of confidence.
2. The end users feeling pressured when new KPIs are introduced
3. The end users deem the new solution too complicated, or unnecessary.?

From observing how our clients successfully resolve those challenges, Palexy has compiled a helpful “Change Management” framework. We hope that you find the examples inspiring and illuminating.?

There are three primary techniques to ease the adoption of a new solution. We label them the Enforcer, the Teacher, and the Rewarder.?

Depending on your organization, you could mix, and match several methods. In our experience, clients usually achieve the best results when they combine different methods, e.g. in the cases of CRC SPORTS & LIFESTYLE and GO! Mall Vietnam.?

The Enforcer

For this method, mandatory adoption of the new solution is the way to go. However, there are a few things to consider.?

• First of all, it is a step-by-step process. The KPIs should be minimal at first, limited to KPIs the end users are already familiar with. As the end users get more comfortable, new KPIs could be gradually introduced.
• Secondly, all users should be actively monitoring the solution, so they could see the results for themselves.
• Thirdly, constant support is a must.

CRC SPORTS & LIFESTYLE managers all used Palexy to report between levels, but within the first 6 months, they only needed to focus on their existing KPIs. For new metrics such as the Interaction rate, they only observed without setting benchmarks for 6 months, then the new KPIs were introduced and increased bit by bit over time.?

At GO! Mall Vietnam, the Operations Management team led by the National Mall Operation Director would conduct monthly site checks and request the mall managers to report on the monthly traffic, patterns of peak hours, as well as traffic at each entrance. Not only that, he also asked for a monthly report of active users from Palexy to keep track of his people’s usage and gently remind them as needed.

The Teacher

For this method, a strong, eager leader is required to be the model for other users. This power user will influence and teach other users. However, our Customer Success team could also play that role!

This method is a favorite for many of our clients: CRC SPORTS & LIFESTYLE, other retailers such as Guardian, the leading beauty and personal care retailer in Asia, Cotton On, Son Kim Group, etc.,. The same practice essentially applied: guidance from the top down, site visits, frequent joint readings of data.?

At CRC SPORTS & LIFESTYLE, for example, the Operations Manager and District Managers came to each store that they manage, read data with the Store Managers, and outlined action plans together. Similarly, at CMG, the Key Account Manager of Casio G-Shock and the Store Manager at Fitflop are the “model users” of this leadership style, diligently reviewing metrics with the staff and training them.

At GO! Mall Vietnam, each month the Operations, Marketing, and Leasing teams would meet with Palexy to go over the monthly traffic, analyze the root causes of fluctuations, and assess the results of marketing campaigns.?

CMG and CRC SPORTS & LIFESTYLE both invested a good deal in internal and on-site training with Palexy assistance. For CMG in particular, we provided in-depth instruction for each brand that was not confident reading the data at first, e.g. G2000. As a result, the Sales & Operation Team Managers have become comfortable using Palexy and they in turn trained their own staff.

The Rewarder

For this method, rewards are utilized to recognize and encourage success. It is often merged with gamification for added strength!

Inspired by the World Cup, CRC SPORTS & LIFESTYLE conducted a chain-wide tournament. Broken down into pairs, stores competed for higher Conversion Rate. One by one, they got eliminated until only one champion remained. The crowned winner was awarded generously.

To help a store that was performing below average, Mat Viet, the top eyewear retailer in Vietnam, promised that every store staff would get a bonus if they could raise the Conversion Rate by 1% per month. The ultimate goal was to raise the Conversion Rate by 4% points, but management made it more manageable by breaking it down over a 6 month-period. The store managed to reach it within 4 months.?

At GO! Mall Vietnam, the Top 10 malls with the highest traffic are ranked and put on a Golden Honor Roll every month. A competition for the title of “Mall with the Best Growth” is also being planned.