What we often see at MSPs: a new PSA, RMM or onboarding process is rolled out and from that moment “it should work”. In practice little changes, because nobody has really been taken along in how it is supposed to work now.
Then you have made technical progress, but stood still organisationally. New functionality goes unused, and everyone just goes along with whatever happens to work.
The real work starts after the implementation
- Translating working agreements into behaviour
- Redefining roles
- Training by role instead of by tool
- Embedding the new way of working in your processes
Otherwise you just get a new tool with the same problems.
Training is the link, not the finishing touch
Real change only happens when people understand why something has to change and how it can be better. That is why, with us, training is always part of optimisation. Not afterwards, not optional, but structural. New tooling without adoption is the same as migrating without a plan: it works, but never optimally.
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