Key Change Management Lessons from Mars Veterinary Health: Mastering Workday Digital Adoption Across 70,000 Users
How Nexthink Adopt Fueled Workday Digital Adoption and Delivered 1.3M in Cost Savings
What’s the hardest thing about change management?
According to Sarah Niemeyer, Manager – Business Unit Support & Continuous Improvement at Mars Veterinary Health, “the hardest thing to change with large scale projects is behaviors.”
This was the challenge Mars Veterinary Health (MVH) faced as they planned their rollout of Workday across 70,000 employees and three continents. MVH is a premier veterinary healthcare and diagnostic provider with seven subsidiary brands known around the world for their quality and care. They joined us on stage this year at Nexthink Experience Boston, the leading DEX industry event, to share their journey with Workday and Adopt.
This major digital transformation project was of high importance to the business, and as such, had high visibility with senior leadership at MVH. The team needed a clear and effective implementation strategy to ensure not only successful roll out of the application, but also successful change in employee processes and behaviors. To make sure they achieved this lofty goal, the team brought on Nexthink Adopt.
New to digital adoption? Watch a 90-second demo video of Nexthink Adopt.
Ensuring Workday Implementation Success with Adopt
MVH selected Adopt to facilitate their Workday implementation because, as a Digital Adoption Platform, Adopt could overlay directly on top of Workday’s interface, with customizable branding to deliver a seamless experience to the end user. The team could deliver the right information when and where employees needed it, ensuring employees learned how to use Workday quickly and effectively – saving time and money for the business.
The additional ability to translate Adopt content into 12 languages was an added benefit for a global company like MVH, who planned a phased rollout of Workday across North America, Europe, and Asia Pacific.
1. Accelerating Adoption of Adopt
For Adopt to truly enhance their Workday rollout and influence user behavior, the team at MVH knew they needed buy-in from leaders and managers across the business. To achieve this, they held a series of roadshows to meet with their business partners and provide education about Adopt.
These roadshows had a clearly defined goal: ensure all business units understood of the capabilities and potential outcomes of Adopt and were empowered to influence the Adopt content for their team. As part of the roadshows, the team gave demos of Adopt to showcase how business partners could leverage the tool to provide targeted information and guidance to their associates.
As part of the training, the implementation team at MVH shared how these business partners could submit tickets to have new content added to their Adopt interface, ensuring Adopt offered the right guidance to the right employees every time. These roadshows resulted in greater awareness of the product, its capabilities, and better partnerships and input from key areas of the business.
The roadshows also gave business partners an appreciation of the seamless experience Adopt provides. “Many of our business partners didn’t even know they were seeing an app outside of Workday,” shared Maryann Alemeida, Analyst – Business Unit Support & Continuous Improvement at Mars Veterinary Health, on stage at Experience Boston. Because the Adopt overlay had taken on each businesses branding to create a seamless experience, including translation into 12 languages, the tool tips and smart pages felt native, not intrusive.
After the roadshows, business partners became engaged Adopt advocates, sending in new requests and suggestions to enhance Workday adoption, creating a continuous loop of digital adoption optimization.
2. Monitoring and Communicating Value
With Adopt in place and the Centers of Excellence set up across their business partners, the team leveraged Adopt’s detailed analytics to monitor and continually optimize their roll out of Workday across new regions and subsidiary brands. The analytics within Adopt allowed the team to track key metrics like the number of users logging into Workday and engaging with Adopt content, engagement with key features, time spent on different processes, and comparisons between different types of content.
From these analytics, the team drew some important conclusions, such as noticing that job aides – long form PDF descriptions of processes very popular with their business partners – were accessed by users less often than tool tips – content which appears to guide associates as they were engaging with a process within Workday.
The MVH team shared these insights with their business partners and senior leadership in monthly reports, ensuring everyone had the latest insights to drive continuous improvement of implementation and that senior leadership felt confident in their progress and the value driven by Adopt.
3. The Business Value of Adopt and Workday
After one year leveraging Adopt to ensure the efficacy of their Workday rollout, the team at MVH was able to communicate true value both to business partners and senior leadership. They could see the number of associates engaging with Adopt content from each distinct brand, confirming the value and utility of the content. Engagement rates and view times could also be used to validate the accuracy of the content provided.
In a value assessment, the Nexthink team found that by leveraging Adopt as part of their Workday implementation program, MVH saw $807K in efficiency savings, $435K in support savings, and a 79% reduction in rework, adding up to a total of $1.3M in total Adopt savings in one year.
The MVH team used Nexthink Adopt to successfully drive adoption of Workday at scale across a global business by liaising across all levels of the business, customizing the associate experience, scaling best practices, analyzing results to improve usage, and regularly reporting the value of Adopt to leadership and their digital adoption stakeholders.
To hear this story in MVH’s own words, watch the replay of their talk on stage at Nexthink Experience Boston.
To understand how other customers calculated the ROI of Nexthink Adopt, view a 1-page summary here.