ClickSoftware | 06.05.19

ClickSoftware’s “Click on the Road” brings together our customers, internal experts, industry thought leaders, and leading partners to exchange ideas and explore possibilities to ensure that we continue to address the biggest challenges in field service today and into the future. At a recent Click on the Road event, Morgan Sindall Property Services (MSPS), a Click customer, shared its change management strategy for deploying ClickSoftware.  

About Morgan Sindall Property Services (MSPS)

With more than 30 years’ experience, MSPS delivers planned and 24/7 responsive maintenance services to more than 250,000 homes across the UK. MSPS’ services include integrated asset management, compliance, responsive repairs, planned maintenance, mechanical and electrical, and facilities management.

MSPS’ Change Management Toolkit

Dedicated to delivering exceptional field service to its clients, MSPS recognized that it needed to implement a new field service management (FSM) solution and selected ClickSoftware for its robust scheduling functionality and workforce mobility. MSPS knew that managing the organizational culture change associated with the new FSM technology was just as important as overseeing the actual implementation and rollout of the software. MSPS took a people-centric approach to facilitate the deployment of ClickSoftware and developed a change management toolkit for tenants, engineers, schedulers/planners, leadership, and other key stakeholders.

MSPS’ change toolkit reflects factors determined by various change impact assessments, including the change management history of its stakeholders and the business benefits that the migration to ClickSoftware will provide for each stakeholder group. The change toolkit is interactive, enabling stakeholders to navigate the overall deployment lifecycle, readiness checklists, transition templates, and training and engagement resources—all designed to introduce change and drive product adoption to achieve maximum benefits.

3 Takeaways for Change Management Success

Change management is key to technology implementation success in field service. By taking a people-centric approach to deploying ClickSoftware, MSPS was able to secure buy-in from the stakeholder groups, get up and running quickly, and see business benefits from the solution. Below are three tips from MSPS for change management success:

  1. KPIs: Focus on measuring the leading indicators of change that will deliver your business results, including a reduction in fuel and overtime costs, improved customer satisfaction rates, SLA delivery, increased productivity, the number of true first-time fixes, and much more.

  2. Historical Track Record: Take the time to assess the change management history of the different stakeholder groups to understand which facets of the organization are most likely to be the early adopters and those most likely to resist. Then plan how to best engage those groups and educate them on how the new technology will benefit them.

  3. User Readiness, Transition, and Engagement: Introduce change management early and prepare your stakeholders for product adoption through a variety of engaging ways, including checklists, playbooks, games, shadow training, computer-based training, test drives, super user support, and more.

MSPS is just one of several Click customers that shared its knowledge and expertise at Click on the Road. Subscribe to Click’s blog for more key takeaways from Click on the Road, as well as the latest in field service news, trends, and innovations.