Big +1 to @gabbi_samadi’s strategy! Early in my tenure at Front I came to the realization that there’s something deeply personal to how people work, aka. how people manage their inbox. @sskinner That makes the change management to Front that much more difficult compared to rolling out many technologies out there.
Unless your company operates with a heavy top-down culture, the best way I’ve seen leaders help their teams adopt Front is to do the following:
- Make sure there’s executive buy-in and clear communication to the end-user team that helps explain the ‘why’ behind this decision - what business problems are we solving, how will this help them, etc.
- Build trust and ownership by including the team in the solution design. Get the influencers within your teams and have them contribute to the rules, inbox setup, etc. The more they see their input reflected in the ‘new way of working’ the more champions you’ll have.
- Especially in the early days of implementation, I encourage you to host Q&As with the team and action on their feedback, or clearly explain why things are the way they are.
- Gamify the experience of using Front. I’ve seen teams create bonuses/prizes for team members who work on the most email, reply the fastest, or have the lowest avg response to resolution.
I hope this help @sskinner !
