Smoothly transition your teams to Totango!
Whether you're guiding beginner CSMs or supporting experienced users from one system to another, ensure everyone can confidently use Totango in their daily work. Use these resources to minimize disruption, maximize knowledge transfer, and make sure your teams feel excited and empowered to elevate their CS workflows.
About the ADKAR Change Management Model
Your team will work in new ways with Totango. How can you ensure that you implement change effectively? Persuade your team to change the way that they work by explaining the need for change, getting their buy-in, training them, and giving them support.
The ADKAR model focuses on the way that you share information with the people affected by the change—in this case, your CS team using Totango for daily use. We've applied this model to the enablement and adoption resources in this article:
- Awareness (of the need for change)
- Desire (to participate in and support the change)
- Knowledge (of how to change)
- Ability (to change)
- Reinforcement (to sustain the change)
Enablement and adoption milestones
We've identified the following enablement and adoption milestones:
These milestones occur in context with overall implementation stages:
1. Introduce your teams to Totango
Help teams understand what success looks like and "what's in it for them."
Resource summary
- Purpose: Communicate the need for change (awareness) and get team participation and support (desire).
- Delivery: Schedule a live meeting* with your team to present primary orientation guide and prepare teams for go-live date. Optionally send supporting resources as follow-up for quick reference.
- Timing: In advance of going "live" with your Totango implementation
*Record the live session and link to it from within your Totango (?) help menu.
| Custom | Resource | Description / Audience |
|---|---|---|
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✓ |
Welcome to Totango (Orientation) Private resource; ask your Totango representative |
Primary guide for building awareness and desire for your CS teams. Clearly communicate your vision for how Totango will help achieve your business outcomes and expectations for Day 1 and beyond. |
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✨Premium option: Totango-led delivery of custom orientation session; customization of orientation materials. | |
| ✘ |
Top 5 things you need to know Optional |
A supporting guide (high level) for teams who are not familiar with a Customer Success Platform (CSP) / transitioning from spreadsheets and other tools. |
| ✘ |
Become a Totango power user Optional |
A high level checklist for new Totango users, with links to resources. |
| ✘ |
Downloadable Resources Optional |
Use this template as inspiration to create an internal resource for your team within your company’s knowledge base platform. |
2. Start training and skill development
Help teams learn how to use Totango for daily use in the following areas:
- Navigate Totango and understand core concepts
- Develop a daily workflow within Totango using touchpoints and tasks
- Create meaningful groups of records and keep customer information up-to-date
- Use scorecards and reports to drive outcomes and measure business performance
Resource summary
- Purpose: Communicate how to change (knowledge and ability).
- Delivery: Training resources include a combination of self-paced training courses, live training sessions (custom or Totango-led), and training coordination tools to boost participation and track learner activity.
- Timing: Introduce training during orientation; once your implementation is "live," teams can access self-paced training resources.**
| Custom | Resource | Description / Audience |
|---|---|---|
|
✓ |
Training plan | When possible, we recommend designating an "enablement period" with start and end dates to help drive participation and incentivize completion. Use these resources in conjunction with your orientation deck to set training expectations and milestones (example). |
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✨Premium option: Custom in-app pop-up within Totango; directs users to a custom landing page for training entry | |
| ✘ |
Training dashboard Private resource; ask your Totango representative. |
If you've obtained your Totango Administrator certification, we will provide you with a "Campus" dashboard to get visibility into your team's learning progress via self-paced courses. |
| ✘ | Self-paced courses** | We recommend the following learning path(s) for Customer Success Managers and/or Team Leaders:
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| ✘ |
Live sessions Totango-led |
Totango offers regular live webinars to help new users learn the basics. Your teams can join a session that fits their schedule and engage with a Totango expert.
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**Self-paced courses require a Totango login to register. If you'd like to introduce your teams to Totango Campus training prior to issuing Totango user logins, you can individually select and share videos with your teams (example video library, filtered link). This option, however, does not allow for learner tracking.
3. Monitor and influence adoption
Measure your team's output to identify areas that require improvement and to drive daily habits.
Resource summary
- Purpose: Realize first value (ability) and sustain the change (reinforcement)
- Delivery: Use these resources among your CS leadership team.
- Timing: After going "live;" continue SuccessBLOCs/workflow configuration behind the scenes.
| Custom | Resource | Description / Audience |
|---|---|---|
| ✓ |
Team Adoption SuccessBLOC Product feature (premium onboarding) |
This SuccessBLOC provides CS leadership quick insight into how your team is CS team is logging touchpoints and tasks. Highlight good examples of quality touchpoints in weekly team meetings. |
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✘ |
Team Spotlight Product feature |
Any Totango user with access to Executive Console can use this tool to monitor account coverage and work focus. Use Team Spotlight in 1:1s to help prioritize efforts. |
| ✘ |
Totango Users Segments Product feature |
Totango User segments allow you to analyze team adoption metrics, either as a new roll-out or when new team members join. |
4. Refine team workflows
At this point, your team should actively be using Totango to log touchpoints and tasks. When ready, add another layer of sophistication to team workflows.
Resource summary
- Purpose: Refine workflows and sustain the change (reinforcement).
- Delivery: Schedule a live meeting with your team to prepare teams for the new workflow(s).
- Timing: Prior to publishing your SuccessBLOC(s).
| Custom | Resource | Description / Audience |
|---|---|---|
| ✓ |
SuccessBLOC Orientation Private resource; ask your Totango representative. |
Introduce your key initiatives to your teams. Communicate expectations for launch and beyond. |
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✨Premium option: Totango-led delivery of custom orientation session; customization of orientation materials. | |
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✓ |
New Workflows (Ongoing) Private resource; ask your Totango representative |
Totango is designed for iteration! After your implementation is complete, use this template to ensure successful adoption for each new workflow you create. |
| ✘ |
Weekly Success Update Must opt-in to email updates |
After your implementation is complete, Totango automatically sends all admins on your account a weekly update on your team's overall usage and activity. |
| ✘ |
Email series Must opt-in to email updates |
After your implementation is complete, Totango automatically sends all users on your account an email series with helpful tips for working Totango. |