It happens often: a tool is chosen, the contract is signed, the training is done. Six months later half the team is still working in Excel. That isn't resistance to change: nobody asked the people doing the work how they actually work.
The real process isn't the written one
Every company runs two processes: the one in the manual and the real one, made of shortcuts, phone calls and shared spreadsheets. Innovation that ignores the second gets bypassed on day one.
- Watch the work where it happens, not in the meeting room.
- Ask what wastes the most time, not which features are missing.
- Involve the daily users early.
- Measure adoption, not activated licences.
Technology comes second
Once the process is clear, choosing the tool becomes almost trivial: you already know what it must do and what it must not do. It's the reverse order that gets expensive.
Adoption doesn't come from training. It comes from designing with the people who will use the tool.
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