SOLUTIONS
Adoption and Change Management
Adoption & Change Management (ACM) involves guiding individuals, teams, and entire companies through the process of transitioning from their current state to a future state. Effective ACM is crucial for the successful implementation of new systems or solutions.
In the context of SAP Concur Travel & Expense & Invoice Management implementations, a well-defined ACM strategy is essential to ensure employee acceptance and engagement. This strategy focuses on helping employees understand the new requirements, establishing a clear roadmap, and instilling confidence that the organisation is prepared for the change.
At FinTrans Solutions, our ACM approach encompasses targeted training and communication activities at both the organisational and individual levels. We consider the company's culture, values, political landscape, individual roles and responsibilities, and work environments, right down to the micro level.
From aligning the organisation's vision and mission to facilitating daily job performance, we address change from various perspectives while guiding our clients through an approachable, structured, and impactful transition.
Our ACM objectives include:
Drive Adoption
Accelerate understanding and adoption of the SAP Concur Implementation, by creating awareness, developing understanding, and promoting buy-in
Build Capability
Ensure the ability of the organisation to continuously improve their systems and processes long-term
Manage Expectations
Clearly and accurately communicate the project's scope, limitations, and anticipated timeline to manage stakeholder expectations effectively.
Ensure Consistency
Maintain consistency and clarity of key messages by continually aligning project and leadership messages across the organisation
Solicit Feedback & Participation
Solicit feedback in order to measure the effectiveness of the overall project and ensure buy-in.
Focusing attention on overcoming change obstacles proactively will help mitigate common risks and ultimately help achieve better transformation outcomes.
| Supportive and Active executive sponsorship | Effective resourcing for change management activities | Creating buy-in for the change | Organisational Environment that fosters change | Prioritisation and awareness of oversaturation |
|---|---|---|---|---|
| Employees interpret sponsorship as an indication of how important - or unimportant - the project is. | Change management is not an activity that can be accomplished in one person’s free time. | Providing the why of the change up front —including both the business reasons for the change and the “what’s in it for me?” (WIIFM) for each employee. | Take a holistic look at your organisation and ask hard and honest questions about if this environment will be friendly or oppositional to the change. | Recognise that employees have a limit on the number of changes they can successfully process is a key part to employing successful change management. |
| Start early and maintain transparent, visible, ongoing support | Resource according to the scope and scale of the change | Creating buy-in is a key | Focus on individual transitions as well as the environment | Help executives and the change managers prioritise changes |
Illustration: Change Management Approach
FinTrans approaches change management for the client organisation with a comprehensive framework, that encompasses:
ACM Roadmap
This addresses all aspects of training and communication preparation and planning, including content development, supporting materials, scheduling, and execution of ACM activities from the design finalisation phase until go-live and hyper care.
Change Impact Analysis in conjunction with a detailed Stakeholder Assessment
We conduct a thorough analysis to identify how T&E and P2P procedures in all impacted countries will change with the introduction of SAP Concur. Validation workshops with business stakeholders are conducted to understand and mitigate the upcoming changes' impact. Key deliverables include an overview of results, change impact dashboard, key findings by roles, and proposed action plans to promote adoption.
Communication Strategy Development
Our approach ensures delivering the right message to the right audience at the right time through the right channels. We collaborate with stakeholders and change agents to develop customised communication approaches that effectively inform and engage stakeholder groups throughout the project. Change readiness measures inform us of the effectiveness of communication efforts and guide us in maximising user adoption rates.
Comprehensive Communication Plan Development
We develop communication plans to achieve the desired change outcomes during project milestones and key dates. As per communication plan, key messages are communicated through various internal client events, such as town halls, brown bag sessions, monthly meetings, performance dialogues, intranet updates, and e-signs. Feedback is collected at crucial milestones to evaluate the effectiveness of Spend Management Process and SAP Concur-related communication.
Training Strategy Definition
Our training strategy encompasses client Concur UI-specific Navigation Training, Train-the-Trainer programs, and End User Training. We bridge the gap between SAP Concur-developed and client-developed training content to ensure seamless knowledge transfer.
Training Plan Development
We develop a training plan that equips users, including requestors/travelers, approvers, and processors/back-office staff, with the necessary knowledge and skills to operate SAP Concur successfully. Training is delivered through various mediums, such as web-based and in-person sessions, considering factors like audience access, corporate culture, budget, message importance, immediacy, and the need for interactive communication.
Communications & Announcement Development
Customised communication materials, such as introduction emails, announcements, SAP Concur training emails, and travel agency briefings, are developed for effective dissemination.
Sustainable Training Content Development
We create long-term training content that can be accessed by users to meet their future training needs. Training methods include instructor-led sessions (web-based or classroom), eLearning/virtual training, self-paced recorded sessions, role-based user guides, quick reference guides, and FAQs.
Training Schedule & Communication Plan Execution
The training and communication plans are executed according to the defined schedule.
Training Evaluation & Monitoring
We measure the success and effectiveness of the training initiative by assessing the users' knowledge acquisition and readiness to use the SAP Concur system. Feedback is gathered to identify areas for improvement in the training materials and execution. Key success metrics for ACM around SAP Concur implementation include employee adoption rates, post-launch survey satisfaction, increase in helpdesk calls, lead time for the "Trip-to-Reimbursement Cycle," and lead time for back-office audit/processing. Additionally, qualitative insight is obtained through audience feedback and monitoring of learning progress and knowledge acquisition during the training sessions.
ACM involves guiding individuals and customer teams through the process of transitioning from their current state to a future state. In the context of implementing SAP Concur, it is essential to incorporate new developments and trends in ACM to ensure a successful transformation. At FinTrans Solutions, we combine these advancements with our expertise to deliver a comprehensive ACM strategy tailored specifically to SAP Concur implementations.
Our ACM approach embraces the following key elements
- Agile ACM: We recognise the importance of agility in today's rapidly evolving business landscape. Our ACM strategy is designed to be flexible and adaptable, allowing for iterative adjustments and quick responses to emerging needs throughout the SAP Concur implementation journey. By embracing agility, we enable organisations to navigate changes effectively and ensure continuous improvement.
- User-Centric Design: We prioritise the end-users' needs and experiences throughout the ACM process. Understanding that employees are at the heart of any successful system adoption, we employ user-centric design principles to create an intuitive and engaging environment. This approach not only enhances user satisfaction but also drives higher adoption rates and accelerates the integration of SAP Concur into daily operations.
- Change Champions and Influencers: We leverage the power of change champions and influencers within the organisation to drive change from within. By identifying and empowering key individuals who are passionate about the SAP Concur implementation, we create a network of advocates who can inspire and support their colleagues. This approach fosters a culture of change readiness and encourages peer-to-peer knowledge sharing and collaboration.
- Digital Change Enablement: We leverage digital tools and technologies (such as WalkMe) to enhance the ACM process. By utilising interactive Digital Adoption Platform by WalkMe (via Concur User Assistant by WalkMe integration with SAP Concur), virtual training sessions, and immersive experiences, we create engaging and accessible learning opportunities for employees. Our digital change enablement approach enables organisations to overcome geographical barriers, scale training efforts, and facilitate continuous learning and knowledge transfer.
- Data-Driven Insights: We harness the power of data to drive informed decision-making and measure the effectiveness of ACM efforts. Through advanced analytics and key performance indicators, we track and assess user adoption rates, user feedback, and training outcomes. This data-driven approach enables us to identify areas of improvement, address potential bottlenecks, and optimise ACM strategies to ensure long-term success.
- Continuous Learning and Reinforcement: ACM is an ongoing process that extends beyond the initial implementation phase. We emphasise the importance of continuous learning and reinforcement activities to embed the desired behaviors and sustain the change over time. Through refresher trainings, targeted communications, and performance support tools, we support employees in adapting to the new Concur system and maximising its benefits.
- Organisational Resilience and Change Capability: We assist organisations in developing resilience and change capabilities to navigate future transformations successfully. By equipping leaders and teams with the necessary skills and tools, we empower them to proactively respond to future changes, embrace innovation, and continuously improve their Concur system and processes.
At FinTrans Solutions, our end-to-end ACM approach for SAP Concur implementations combines these new developments and trends with our deep understanding of organisational dynamics and SAP Concur functionalities. By integrating these elements, we ensure a smooth and impactful change journey, enabling organisations to fully realise the benefits of SAP Concur and drive sustainable business growth.
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FinTrans Solutions is regarded as one of the most trusted SAP Concur CIP partners globally. FinTrans Solutions pioneered this domain in the Asian market with its client-centric approach and gained recognition for delivery excellence across in all regions. We have consistently been able to build on our expertise and create a reputation for sound analysis, seamless end-to-end implementation, and rock-solid application maintenance support across the globe.