Skip to content

Switching providers, remaining productive

Welcome to our Change Management Playbook. A go-to guide outlining the steps you need to consider when making the shift between tech providers.

Effectively managing the move between solutions and facilitating the transfer of workflows is crucial for the productivity of your sales org, the satisfaction of your reps, and eventually, the pipeline and revenue you generate.

Channels run
  • Chat
  • Email
  • Phone
Playbook impact
  • Choosing best in class, for the best in the business
  • Identifying pitfalls in your current workflows

Evan Nelson

VP Customer Experience

Confidently outlining your options when wanting to switch 🛠️
Minimising disruption in your organisation when implementing change👩‍💻
Maximising the benefit and positive outcome of your change 📈
Aligning your business vision 🧐

Let's jump in 👇🏻

What's on this page:

💡Step 1: Define your goals 🥅

  • Your current provider, let’s use our arena for example purposes, is Zoominfo, and you’re looking to switch up your sales intelligence platform due to poor service, inadequate coverage, and lack of product innovation. Surprising? Not really 😉. But back to the main point…
  • You know something needs to change, but change is difficult, right? Especially in an organisation where your reps are fully entrenched in existing workflows and are comfortable using the tools they’re used to…
  • Not exactly. You’d be surprised how easy it is when you choose a solution that makes switching less of a chore and more of a strategic advantage.
  • So, what is it that you’re looking to achieve by switching providers? Whether it’s a Sales Intelligence provider, CRM, or Interactive Demo builder, implementing different, new software needs a methodical approach.

Things to think about include:

→ Ideal state at the end of implementation (I.e. improved productivity, higher engagement metrics, increased lead generation)

→ Stakeholders that need to be involved in the change, and how you’re thinking of communicating to the relevant departments

→ Contingency plans to remedy any unforeseen challenges along the way

💡 Step 2: Choosing your solution 👩‍💻

  • Deciphering the best option for your success is key to delivering ROI within the first year of adoption.

This is what you’ll want to ask when selecting a new software for your tech stack:

→ How well does the new provider play with your existing services? Is it easily integrated? Do they offer workarounds if there is no direct integration? Being able to mitigate setup headaches early on will save you money, and mental strain.

→ How responsive are the new solution provider’s support team, and do they offer round-the-clock advice and help? (Our average support chat response takes just 27 seconds… and our CSAT score here at Cognism this month? 100%… just FYI)

→ Does the prospective solution provider put your business growth as a priority? Are they able to move at your pace, outline your goals, and continuously deliver product features that enable your progress?

💡 Step 3: The ‘Switch’ 🛠️

  • Sticky workflows don’t have to dictate your decision-making. If you’re adopting new processes, choose a provider that holds your hand through the onboarding process and takes time to educate you, or your staff directly on what is going to change, whether it be through personalised sessions, supplementary content, or in-app guides.
  • Identify the workflows that are most important to you and how they will look in a new platform. If you’re unsure how this will unfold, be sure to reach out to the relevant contact, whether it be the CSM or Account Manager - they’ll be on hand to mitigate any teething issues you have.
  • Are there short-term wins you can implement quickly to generate ROI instantaneously? Sit down with your stakeholders and think about which processes were failing you with your previous providers and decide what can be remedied first with the help of your new solution.
  • Educate the relevant teams on what to expect with the new platform or provider, covering everything from shifting workflows to utilising new product features with the help of your CSM or Account Manager. Resistance to change comes from lack of education - so nipping this in the bud can save you some time and effort!

💡 Step 4: Measuring success 🚀

  • If you’re clear on the deliverables you want to achieve at the start of your ‘shift’, you should know what you’re tracking against.
  • Key metrics to think about would be: 

    → Adoption Rate 
    → Employee Satisfaction 
    → Business Outcome (Revenue, Profitability, Customer Satisfaction)
  • Ultimately, you need to have seen improvements in at least one of these areas to validate your investment - so choose your provider wisely and don’t get sold on the shiny gimmicks that don’t deliver.
  • In conclusion, the best decisions are often the ones you don’t have to deliberate over and over: dig for value in your prospective solution and identify the gaps it’ll bridge in your current operations. Value support and prioritisation from your new provider over ‘thrown in and useless’ added extras - this is where your ROI will really shine.

Related Playbooks

B2B marketing
How to revitalise your stagnant LinkedIn campaigns
B2B sales
Intercepting customer churn with intent data
B2B sales
The Objection Handling Playbook