Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret? Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017. Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working. Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!

1. How Slack Drives Change Management

2. Accelerate the Impact of Customer Success
Two days of advanced learning and networking with 1,000+ customer-facing
executives. Visit www.customersuccesssummit.com to learn more!
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3. Rav Dhaliwal
Head of Customer Success, EMEA
Slack
Ravit Danino
Vice President of Products
Totango

4. Where Work Happens

5. Our continued growth

8. Slack is easy. Change is hard.
“No major software implementation is really about software. It’s about
change management… When you move (systems), you are
changing the way people work… You are challenging principles,
their beliefs and the way they have done things for many years”
Jeri Dunn, VP and CIO of Nestlé
2002

9. Our change and adoption method
A simple, repeatable launch and adoption method, focused on the
people side of technology enabled change.
People & purpose
People &
purpose
Business
uses
Setup Change

10. BUSINESS USES
Define your business reasons for deploying Slack. Assemble
a team to prepare employees for the change
ADOPTED
We publish
newsletters in Slack
People & purpose
CHANGE TEAM ROLES DESCRIPTION
Project Manager Main point of contact to coordinate activities
Executive Sponsor Actively communicates the purpose and value of Slack
Middle Managers Lead adoption in their departments with business relevant scenarios
Tech Lead & Admins Manage initial team setup and ongoing user management
Champions Promote use, spot successes, provide help and regular feedback
“Our goal for Slack is to connect our Sales, R&D and Production teams in order
to ship our new products 20% faster”

11. BUSINESS USES Start with use cases that maximize adoption
Time/ Slack
maturity
Businessvalue
ADOPTED
We publish
newsletters in Slack
ENGAGED
We manage our
Marketing projects in
Slack
EMBEDDED
We pipe Marketing
leads from our CRM in
to the #sales channel
Business uses

12. BUSINESS USES
Remove technical barriers to adoption. Establish Slack as a
compliant and supported service
ADOPTED
We publish
newsletters in Slack
Setup
Roles
Team wide settings
Permissions
Authentication
Compliance
TEAM SETTINGS
Create #help-slack channel
Train Helpdesk team on basic
Slack queries
Point users to Slack Help
Center
Promote use of /feedback
SUPPORT PLAN
Review Channel Naming
Create template for
Champions
Create starter channels
CHANNEL NAMING

13. BUSINESS USES
Ensure employees have awareness, desire and the
knowledge to use Slack
ADOPTED
We publish
newsletters in Slack
Change
Pre, during & Post launch
Executive & Middle Manager
comms schedule
Decide on
comms channels
COMMUNICATIONS TRAINING
Executives
Admins
Employees
Champions
30 days of Slack
Slack video content
Events
ONGOING AWARENESS

14. ESTIMATED 2 WEEKS
IDENTIFY
TRAINING AND
COMMS NEEDS
PEOPLE & PURPOSE
SETUP
BUSINESS USES
CHANGE
PREPARE
CREATE TRAINING
AND COMMS
PLANS, CONTENT
LAUNCH TEASER
CAMPAIGNS
USER TRAINING
LAUNCH COMMS
EARLY ADOPTER LAUNCH LAUNCH FIRST
GROUP
ESTIMATED 2-3 WEEKS
SET UP
AUTHENTICATION
TEAM SETTINGS
CHANNEL
NAMING
SET UP USER
GROUPS
TEAM CONSOLIDATION
BUSINESS AS USUAL ADMINISTRATION
ENGAGE LAUNCH
TEAM
REVIEW SUCCESS
& ADJUST
LAUNCH USE CASES
IDENTIFY PURPOSE AND MEASUREMENT
IDENTIFY TEAMS
TO JOIN SLACK
IDENTIFY SLACK
CHAMPIONS
CREATE SLACK
TEAM
IDENTIFY EXISTING USES OF SLACK
IDENTIFY COMMS AND TRAINING NEEDS FOR
EARLY ADOPTERS
EARLY ADOPTER TRAINING
ONGOING
FEEDBACK FROM
EARLY ADOPTERS
ONBOARD EARLY
ADOPTERS
IDENTIFY NEW
USE CASES FOR
FIRST GROUP
INTERVIEW EARLY
ADOPTERS
LAUNCH EXISTING
USE CASES
LAUNCH EARLY
ADOPTER COMMS
ONBOARD FIRST
GROUP
AWARENESS
CAMPAIGNS
REVIEW SUCCESS
& ADJUST
REPEAT EVERY 2-3 WEEKS
DEVELOP
HELPDESK
SUPPORT PLAN
METHOD

15.
Accelerating adoption
Change
engagement

17. Key Take-aways
• Adoption is about more than just deploying technology
• Change is really HARD for customers
• Make the case for change EARLY!

18. Driving Change Management: Totango’s POV
• Technology enables change management – it removes the guessing game
about how your customers are dealing with it
• Technology helps you drive adoption – at scale!
• The more you empower the entire company to drive change, the more
successful you will be at growing daily active users, feature adoption, and
other key metrics

19. Drive EXTERNAL Change With Technology
• Helping customers change their behavior is
key to adoption – make it personal & relevant!
• Totango Campaigns sends automated emails
triggered by user’s in-app behavior
• Introduce and train on new features as users progress
• Onboard new users as they try new areas of the product
• Respond to drops in logins and usage
• Congratulate them on achieving results with specific
features
• Track the progress of behavior change with
data-driven goals

20. Drive INTERNAL Change With Technology
• Change your team’s behavior to focus on
the right customers at the right time, with
the right conversations
• Totango enables proactive engagement
• Early Warning System sends notifications and alerts
when and WHY a customer health score changes
• SuccessPlays are automated programs that define
how your team should respond
• Zoe gives EVERY employee from all departments
access to real-time customer information to enable
smarter conversations and business decisions

21. Questions?
Ravit Danino, VP of Product
Emali us: hi@totango.com
Visit: www.totango.com
Rav Dhaliwal, EMEA Head of CS
Learn more: https://get.slack.help/
Visit: www.slack.com

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