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