Technology Integration
Rolling Out a Field Service Platform Company-Wide
Directing a new operating platform's rollout across every department and location, with training and ownership that made adoption stick.
Org-wide
Field service management platform rollout
All
Departments & locations trained
SME
Central subject-matter expert
The Problem
The company needed a new operating platform to replace disconnected processes, but software rollouts fail when they're treated as a purchase rather than a change to how people work.
The Context
As part of building shared systems at that same service company, technology had to serve the operating model, not the other way around, across multiple departments and store locations.
The Analysis
Adoption, not installation, is the real challenge. Success depended on a single, trusted point of expertise and on training that met each department where it actually worked.
The Solution
I directed the development and launch of a new field service management platform, ensured training across every company department and store location, and served as the central subject-matter expert for the organization.
The Results
The platform was adopted company-wide with consistent training and a reliable owner, giving the business shared visibility and a system it could actually run on.
Lessons Learned
Technology amplifies a process, good or bad. Fix the process and support real adoption, and the tool finally delivers.