Seer Strategic Solutions' refreshing approach to change management

April 4, 2024

How do you convince 1,000 employees to replace software they use every day with a completely new tool? You probably can't—unless you take the time to build their trust first. Because no matter how innovative a tool might be, organizations won't get the ROI they expect (and sometimes promise) unless their teams are on board with it, too.

This notion isn't new: Businesses have been using the People Process Technology framework to navigate change for more than 60 years. But with digital innovation and AI advancements moving at a rapid pace, it's easy for technology to take precedence over people. That's why Seer Strategic Solutions takes a different approach.

Founded by Managing Partner Sheila Volante in 2021, the consulting firm specializes in end-user adoption and change management for Microsoft 365 software. But Seer doesn't just implement the tools; they take the time to interview their customers up front, prepare them for the change, and support them at every step.

As a member of the Microsoft Black Partner Growth Initiative (BPGI) and the 2023 Black Channel Partner Alliance Catalyst Accelerator cohort, Seer's diverse and multigenerational team bridges the gap between technology and the teams that use it. "Very few implementation partners have active practices with adoption and change management for end users. They can make everything work, turn on all the lights, and hand it over, but it's up to the client to close that gap," said Jason Price, Managing Partner at Seer. "The final stretch of cabling extends from the device to the individual, which represents a crucial juncture. To effectively bridge this gap, Seer steps in to collaborate with those implementation partners and ensure seamless integration."

A people-centered training experience

Based on their conversations with the organization, Seer proposed their Enablement Experience—a blended program that includes a discovery workshop, user guides, live webinars, and a champions program to drive on-the-job support, employee satisfaction, and active usage for Microsoft Modern Workplace solutions.

The experience gives organizations a chance to try out the Microsoft 365 products in a sandbox environment, ask questions, and explore the functionalities to determine what's going to drive success for their business. "I love these Enablement Experiences. Let's go test-drive the Lamborghini, right?" Volante said. "You typically can sample a product almost anywhere. But in technology, you don't always have that same access."

Another key aspect of the Enablement Experience is that it includes people from all levels of the organization. "When we hold these workshops, we invite the executive admin, the frontline person—folks from everywhere from every department," Price said. "If you're trying to affect change in an organization, you have to get buy-in from all levels."

In less than 60 days, Seer trained 650 of the company's employees. They increased their monthly active usage of Teams to 79.8%, with 384,000 chat messages and over 3,000 meetings in just three months—a feat that can take upwards of 12 to 18 months. But beyond driving product adoption, Seer also succeeded in building trust. Employee satisfaction for their Enablement Experience stood at an impressive 89%, with over a quarter of attendees requesting more training with Seer.

Seer's commitment to their customers doesn't end at delivery, either. Their support extends beyond the life span of a project. "We can talk about what Microsoft is releasing on the 365 product roadmap and how they can bring those new features in," said Price. Seer's ongoing support ensures that customers continue to evolve—and thrive—on their digital journey.

"We're unraveling what folks have thought about change management. It's not just training—it's a totally different concept and experience," Volante said. "Companies are allowing us to be in their home and change their furniture, essentially. And that's the gap we're trying to close, especially with AI products like Copilot coming out. More change is going to be needed in the ecosystem."

A different kind of digital transformation

With any system migration or tool implementation, Seer's philosophy about change ... doesn't change. It has to start from within. "The individual change ensures the organization realizes the benefits," Price said, "but most people think it's the other way around."

By prioritizing people in the triad of people, process, and technology, Seer not only facilitates a smooth transition for customers but also empowers them to embrace the change.

Equipped with their existing expertise and the resources, relationships, and opportunities through BPGI and the Microsoft AI Cloud Partner Program, Seer also set a precedent for how change management in the digital era should be approached: with empathy, inclusivity, and a deep understanding of human dynamics in the face of technological shifts.

"You've got to give [people] time to grasp what they're learning and what they're experiencing," Volante said. "Because keep in mind, we're changing people's jobs and daily functions. The people, process, and technology—they all have to work together."