Implementation Done Right: The Three-Step Formula for Cementing Vendor Switch Success

According to a study by Info-Tech Research Group, organizations often stick with their current vendors because they worry that switching software will be too costly and time-consuming. So if you’re migrating to a new tool, ease of implementation is likely an important factor in your decision.

However, buying new software that’s easy to implement is only one part of the equation. Your internal processes need to support the rollout for a smooth transition. This guide breaks down three key implementation steps you should follow to achieve vendor switch success. 

Step 1: Create a Communication Plan

Switching software vendors is a significant technological change, and it can trigger employee resistance. According to Harvard Business School, resistance to change is one of the most common barriers organizations face when implementing new technology or shifting direction.

Clear communication is a key part of change management that can help reduce that resistance. Instead of simply announcing the new software, aim to reduce uncertainty with ongoing communication.

Explain the Reason for the Change

Tell employees why you switched IT vendors and what problems the new platform is intended to solve. They are more likely to support the vendor transition when they understand the issues it’s meant to address. 

Lay Out What the Vendor Transition Means for Affected Stakeholders

How will the new platform influence each employee’s daily workflows and responsibilities? Providing this information makes the change feel more relevant to individuals. Instead of hearing about the vendor switch as a broad organizational decision, employees know how it affects their specific roles. 

Set Expectations

Clarify when key implementation milestones will happen and what employees need to do at each stage. That may include informing employees when: 

• Data migration will happen
• User training will begin
• Employees can start using the new platform

When teams understand what to expect, they can prepare in advance. It also reduces surprises during the rollout process. 

Collect Employee Feedback

A 2023 study by Oak Engage found that being excluded from change-related decisions is one reason employees resist change at work. Give employees a place to ask questions and share concerns about the new tool by setting up a dedicated chat channel or holding regular implementation meetings.

Keep Communication Going Throughout Implementation

Don’t treat the initial vendor switch announcement as the end of the conversation. Share regular updates as the rollout progresses to keep employees in the loop regarding relevant changes to timelines, rollout plans, system updates, and upcoming training. 

Step 2: Roll Out the New Platform in Phases

Don’t try to use as many features as possible right away when launching a new tool. Feature overload can make a vendor transition harder to manage, which can slow the rollout and negatively impact customer experience. 

When ABB Optical Group, a leading provider of optical products in the eye care industry, tried to use everything available on Onspring’s GRC platform at once, there were simply too many features to launch from the start. That approach eventually dragged out the rollout.

Instead of launching every feature at once, introduce the new tool’s use cases in phases. Here’s how a phased rollout may play out in practice. 

Start With a High-Priority Use Case

Identify the tool’s most important applications in your organization. Examples may include use cases that solve your immediate business needs or address the biggest problems with the previous software. Prioritizing these critical use cases in the first phase lets your team focus their time and effort where the new platform can have the greatest immediate impact. 

Run a Pilot Launch

Choose a small group of users to use the new platform for your high-priority use cases. That way, you can see how the platform performs before expanding it across the organization. 

Use Insights from the Pilot Launch to Refine Workflows and Configurations

Find out what works and what doesn’t from your pilot team. Use that feedback to optimize workflows and fix configuration issues. If necessary, seek help from your provider’s customer support. After confirming the critical features are working properly, you can incrementally test the nice-to-have capabilities.

Roll Out the Software Progressively

Even if the pilot launch goes well, don’t go directly to a full rollout. Expand the software deployment gradually, such as by team, department, or region. This allows you to address functionality issues as they arise rather than all at once, which can be overwhelming.

Step 3: Engage End Users Throughout the Deployment

Just because your new software is live doesn’t automatically mean the implementation is successful. Employees should be able and willing to use it as part of their daily work. Finding practical ways to involve end users throughout the implementation can improve adoption and and enhance overall customer experience. This engagement directly influences your success metrics.

Include Employees in Testing

For the pilot launch, select employees who will actually use the tool. Because they already know what the software should include, they can give you more relevant feedback before the full rollout. After seeing how the new system architecture makes their work easier, they can champion it internally and help their colleagues get comfortable with the new platform. 

Act on End Users’ Feedback

Let employees know which of their suggestions you’re implementing in the new platform. When employee feedback can’t be acted upon, explain why. The goal is to show that you take their input seriously, making them more likely to adopt the new software. 

Continue Supporting Employees After Deployment

As your organization fully transitions into the new system and makes it part of daily operations (stabilization phase), continue helping employees settle into the platform. For example, offer additional training when needed and address recurring problems. 

Why Your Implementation Strategy Determines Vendor Switch Success

An organization often turns to a new software vendor to solve specific problems, but a poorly managed implementation can create new issues. For example, employees may struggle to adapt to unfamiliar workflows on a new platform, while teams may not be able to use key features until they’ve received appropriate training. As a result, the organization takes longer to see the value of its investment. 

The three-step implementation strategy — creating a communication plan, using phased deployment, and engaging end users — promotes a smooth rollout. It gives employees the support they need to adjust, so you can turn the reasons for switching vendors into measurable improvements. 

Info-Tech’s research found that organizations highly satisfied with the ease of implementing their new technology see more than a 50% increase in satisfaction compared with their previous vendors. The three-step deployment plan can help you realize the value of your new investment quickly. 

Switching Vendors Successfully

Vendor switch success doesn’t end when you sign the contract or the new platform goes live. Your organization can give the system swap a better chance of delivering lasting value by: 

• Communicating clearly why the vendor switch is necessary to get employee buy-in
• Deploying the new platform in manageable phases
• Keeping end users in mind throughout the implementation

If you’re considering changing your GRC software vendor, Onspring could be the better alternative you’re looking for. Want to see how our platform stacks up against a major competitor? Download our Onspring vs. Archer Head-to-Head Comparison Ebook.