Tackling the change management process

When the decision was made to move to Applied Epic, Hugh Wood’s management team formulated a solid rollout plan to help staff manage change. Executive VP of Finance & Administration John Aschwanden said, “When introducing change to staff, it's critical to explain why you're doing it and the benefits they're going to see. Emphasize how it will help them with their work instead of what they’ll have to do. “He also said, “Keeping staff in the loop with our progress and why they were doing tasks like cleaning up TAM helped. Also, it was important to keep them engaged during the entire migration process instead of things just happening behind the scenes.”

Senior Vice President, Cyber Insurance Practice Lead Tendai Moyo said, “We have several people like me that have been using TAM for years, and people resist change. But with technology, it's not optional. It's a necessity to improve the client experience.” She also said, “We gave everyone time to prepare. We just kept talking about the benefits of a new system, and they were finally on board and understood why change was taking place.”

Hollie MacDonald, Risk Placement Practice Manager, said, "Our partnership with Applied is good, and the support team has been excellent. If we have an issue, we can call or email; someone always gets back to us. They always have a solution. And if the person on the line can't answer our question, they find someone who can.” She also said, "My department is mostly young people; they are comfortable with tech, so they’re excited. But for some staff, it's scary. Applied Epic will be different; things will change, but they’ll get used to it and love it."