Background
With Microsoft ending support for its legacy operating systems, the organization needed to upgrade dozens of desktops and modernize its Microsoft Office suite. But its culture was wary of change and reliant on years of sub-optimal workarounds.
At a Glance
What Mattered Most
Ensure business continuity and increase user adoption desktop tools across Administration and Sales.
What We Noticed
Many staff members were comfortable with the legacy desktop environment and hesitant to adopt any new features and workflows. The shift introduced unfamiliar concepts, and concerns about the time required to learn them created resistance. Especially given the current workload.
What Changed
1:1 training and coaching
CRM workflows
developed and provided
to guide next steps
Challenge
The organization could not risk operational interruptions. Order fulfillment, licensing updates, and royalty calculations—were time-sensitive and mission-critical. Yet the upgrade posed serious risks: software compatibility issues, user resistance, and a surge in support needs. IT was stretched thin, juggling installations and fixes. Training was minimal and anxiety was high.
Solution
RW King delivered a focused, one-month engagement to support the transition with hands-on training and user adoption strategies.
- Met with key stakeholders, SMEs, and IT team to understand situation and co-create a path forward
- Conducted desk-side training for 9 team members at NY headquarters
- Customized Microsoft Outlook for the lead sales manager to support CRM workflows.
- Delivered coaching on Windows XP and Microsoft Office tools to improve comfort and usage.
- Provided IT with technology recommendations to support future planning.
- Helped reduce resistance by addressing user concerns and building confidence.
- Created an Adoption Playbook outlining a roadmap for adoption, tackling cultural barriers (e.g., resistance, limited training) and surfacing technical issues that impact end users.
- Delivered recommendations for customizing Office apps to better align with Sales team workflows and needs.
Outcome
The engagement helped stabilize operations during a high-risk transition. Employees became more comfortable with the new tools, and the sales team began leveraging Outlook more effectively for client management.
- Improved understanding and usage of Microsoft Office tools at HQ location
- Integrated new desktop tools into daily workflows, reducing friction and confusion
- Reduced support burden on IT by improving user self-sufficiency
- Accelerated adoption of new tools, minimizing disruption to business operations.
Conclusion
Upgrades and migrations often leave behind hidden disruption—long after the technical work is done. By anticipating friction and addressing adoption early, this desktop overhaul minimized disruption and built a more confident, digitally fluent team.
