# Case Study: Driving Adoption Success — How We Increased Workflow Adoption by 21%

**Category:** Case Study
**Author:** Boglárka Paczari-Horváth (https://bogihorvath.com/about/)
**Canonical URL:** https://bogihorvath.com/blog/adoption-success/

> As a Business Analyst, I led adoption and deployment efforts for an automated workflow development initiative. Despite being voluntary, we increased adoption from 14% to 21% within two months through proactive engagement and personalized support.


## Background

As a Business Analyst, I led adoption and deployment efforts for an automated workflow development initiative. The project aimed to transition the Opportunity to Implementation value stream from manual Excel-based processes to a PEGA-powered system. Key users included bid managers and solution designers. Despite strategic importance, adoption remained voluntary with no mandatory cutover date.

## The Challenge

Post-MVP launch adoption rates stood at only 14%. Without enforcement mechanisms or firm deadlines, the team faced a significant hurdle — driving voluntary adoption required demonstrating clear value through seamless user experience and comprehensive requirement fulfillment.

## Solution Approach

The strategy involved four key components:

- Comprehensive Adoption Plan and Communication: Weekly steering committee sessions updated stakeholders on progress, presented data-driven reports, and incorporated user feedback to secure executive support.
- Proactive Monitoring and Engagement: The team monitored Salesforce opportunity queues to identify qualified deals, then directly engaged bid managers to guide PEGA workflow adoption.
- Knowledge Base Development: Collaboration with SharePoint teams created user guides, automated change request forms, and service escalation processes reducing friction.
- Focused High-Potential Teams: Special attention to the security bid team — a smaller, high-volume group struggling with spreadsheet transparency — included dedicated feedback sessions and personalized backlog prioritization.

## Results

Within two months, adoption increased to 21%. The security bid team's enthusiastic participation created positive momentum, with their insights improving workflow functionality and encouraging broader organizational adoption.

## Key Takeaway

Success emerged through tailored approaches combining clear communication, proactive engagement, and personalized support that addressed specific user needs while fostering collaborative feedback cultures.


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*This is an LLM-friendly plain-text mirror of [the HTML article](https://bogihorvath.com/blog/adoption-success/). Written by Boglárka Paczari-Horváth, Senior Business Analyst & Digital Transformation Lead. Contact: horvath.boglarka@hotmail.com | https://www.linkedin.com/in/boglarka-paczari-horvath/*