Change and adoption
The best system in the world is worthless if nobody uses it. We build training, communication and buy-in into the plan from day one, for new platforms and for AI agents alike.
What We Deliver
A perfectly built system that nobody uses is expensive shelfware. We treat adoption as part of the delivery: training, communication and buy-in are planned from the start, with the people who will use the system, or work next to the agent, every day.
We understand how people actually work today before asking them to work differently tomorrow.
Training built around real day-to-day tasks for each role, from the service desk to leadership.
A communication plan that explains the why, not only the what, and brings hesitant teams along.
Our Approach
Adoption is planned like any other part of the delivery, with its own steps and its own measures.
Understand how each role works today and what the change means for them.
Build training and communication around real tasks, before go-live.
Support teams in their first weeks, on the floor and in the tools.
Track usage, find where people get stuck and adjust.
Success Stories
Accessible service for every reader
Passend Lezen makes reading possible for people with a reading disability. Since 2021 we have moved them from Salesforce Classic to Lightning, brought their customer channels into Salesforce and added Marketing Cloud, with screens and content built to be accessible.
Read the story
Customer service built to grow with the business
Picnic started with us on a three-week telephony proof of concept and moved from Zendesk to Salesforce Service Cloud as it grew. Agents now handle the app, social media and phone from one screen, and common tasks take 8 steps instead of 27.
We track real usage after go-live with clear KPIs, and adjust the plan based on what people actually do, not what the project plan assumed.
Agents get quietly switched off when nobody trained people to trust them. We build training and change support for AI agents and Claude in from day one, so teams work with them, not around them.
Tell us what you want to improve, solve or create. Let’s explore how technology can turn that opportunity into measurable business value.
