Adoption and Change Management

Delphi Consulting is an enabler for business transformation. With Microsoft 365, we offer best-in-class productivity and collaboration tools—leading to a whole new way of working. For you to realize their desired business outcomes and return on investment, it’s critical for users to not only adopt new services, but also to embrace those services and use them as part of their natural rhythm of work and that is what we do with our Adoption and Change Management practice.  

A three-phased adoption approach 

A three-phased approach to customer adoption—envision, onboard, and drive value—provides the foundation to help you your successful Office 365 transition. 

  • Envision (prelaunch) 

Understand the context of the organization, define the scope and objectives of the change, and identify who will drive the change forward—prioritizing groups affected and defining the new behaviors required to achieve customer business outcomes. During this phase, we’ll complete the development of the change management plans and work on related detailed activities. 

  • Onboard (launch) 

With the blueprint defined in the envision phase, we now have the plans and activities necessary to implement change. The Office 365 service is available, and early adopters make the transition. Stakeholders begin communicating, managers engage their workforces, training (contextualized to support how people can transition and adopt new ways of working) is available and delivered. The workforce begins to adapt to new ways of working.  

  • Drive value (post-launch) 

In this phase, feedback from the workforce is gathered, the business outcomes (defined during the envision phase) are measured, and any necessary corrective action is identified and implemented within your established plans. Feedback is essential to identify the corrections that may be needed in the adoption approach. Feedback also enables additional benefits, improvements in ways of working, and recognition of how future capabilities should be introduced. 


Stakeholder engagement plan 

The key to a successful adoption is to create a dynamic team of committed individuals—or change network—made up of sponsors, stakeholders, and change agents who represent a cross-section of your organization and who can drive, and effect change in other staff. Key team members include 

  • Sponsors: Key leaders within the organization. Their participation is essential to driving employee adoption. Key leaders have the greatest influence on company culture and can actively communicate the rationale for and the value and benefits of a new technology and new ways of working throughout the organization.
  • Ambassadors: In most organizations, directors or vice presidents who drive and encourage staff in a region or function to engage in the change.
  • Change champions: Success owners who take responsibility for ensuring individuals use the service, get value from it, and become high performers. Establishing change champions is important to ensure the business goals set for Office 365 are realized. Change champions are knowledgeable, committed to furthering their expertise, and are willing to provide peer coaching and assistance. They help advocate and showcase how Office 365 technology can meet the needs their department and team.
  • All managers or supervisors: Lead change with their direct reports. An employee’s direct supervisor is crucial in delivering the most personal messages for that employee. 


  • Communications plan: Defines the target audiences, key messages, senders, channels, frequency, and timing required to build awareness of the change, and clearly outlines what’s expected from staff affected by the change. 
  • Training plan: Defines the target audiences, methods of delivery, requirements for training, and timing that are required to build the skills and knowledge in the organization.
  • Measurement plan: Creates a scorecard that tracks adoption and usage measures for Office 365; helps to ensure the success of an ongoing process for collecting feedback and analyzing results. Monitoring and reporting on usage helps demonstrate overall adoption levels and areas where improvement is required.
  • Reinforcement plan: Drives change sustainability and helps ensure adoption continues to progress effectively after the go-live date. Without ongoing reinforcement from all levels of the organization, affected users will revert to previous ways of doing things or find alternative paths. Focuses on collecting feedback, analyzing patterns of resistance, and then building and implementing corrective action plans. Also includes the management of specific rewards and recognition to celebrate successes.