change management principles guide

Why change management matters more than ever

Organizations today are under constant pressure to transform their operations, adopt new technologies, and streamline processes, while still maintaining daily operations. Finance and operations teams must manage significant organizational changes while ensuring business continuity.

40% of employees named people shortages as the most stressful part of working at their organization, making it critical to retain key employees during periods of change. The cost of a poorly managed change initiative includes failed implementations, lost productivity, poor team morale, increased turnover, creating hesitancy around any future improvements.

This guide provides strategies to help you navigate organizational change, with a focus on technology adoption and process transformation.

Chapter 1: Understand that the change process is more human than technical

Every workplace change initiative, no matter how technical, involves changing human habits. When it comes to habits, there are some psychological aspects involved that allow us to form, continue, and change habits. When we understand how our teams actually work—their daily routines, preferences, and pain points—we can help them embrace new ways of working.

When the environmental cue, expected behavior, and reward are clearly defined, a person is more likely to try, and repeat, changing their habit. Research shows that it takes anywhere between 18 to 254 days to form a habit, depending on the person and the complexity of the habit.

Change = Asking to change a habit

An interruption in habit = Resistance

Changing a habit = Awkward and uncomfortable

Workplace habits are initiated by specific triggers or cues in the environment. These might include activities like opening emails first thing in the morning, regular status meetings, deadline-driven activities or system notifications. Identify these triggers to understand where changes will have the most impact and where resistance might occur.

An established habit typically persists because it provides some form of reward, whether it’s task completion satisfaction, recognition from peers or supervisors, meeting performance metrics, or even stress reduction. When implementing change, it's crucial to ensure new processes maintain or enhance these reward mechanisms.

Understanding your team's change response patterns

Different team members will respond to change in distinct ways. Understanding these patterns helps you tailor your approach to each group.

Conservers

• Need detailed information and clear structure
• Prefer step-by-step guidance
• Value stability and predictability
• Require extra time for adaptation

Pragmatists

• Focus on practical outcomes
• Need clear evidence of benefits
• Value efficiency improvements
• Adapt based on demonstrated results

Originators

• Embrace innovation readily
• Look for improvement opportunities
• Can help champion change
• May need patience with others

Anticipating the Change Curve

Your new investment may ultimately be a great thing, but we’re all human. Most people will go through a Change Curve—some quickly, some slowly. And some will inevitably get stuck at different points.

General strategy to get through the Change Curve:

• Keep the communication frequent, detailed, and positive.
• Provide all the plan details so that employees will trust that this is a good, well-thought-out change and they have been personally considered.
• Let employees know all the ways in which they can receive support and how to voice their thoughts and feedback.

Chapter 2: The five essential elements of change implementation

Change implementation relies on five interconnected elements that are the foundation for lasting transformation.

Element 1: Strategic communication planning

Good communication isn't just about keeping people informed—it's about bringing them along on the journey. Share the vision, listen to concerns, and celebrate progress together.

Building your communication framework

Develop core messages that address the fundamental questions every employee has about change. Explain not only what is changing but also why it matters to both the organization and the individuals involved.

For example, when implementing a new travel and expense (T&E) management system, your core message might be: "We're streamlining our expense process to give you back time for more valuable work, while providing better visibility into spending patterns that help us make smarter business decisions."

Your communication framework should include:

• Initial announcement messaging that sets the context and vision
• Regular updates that maintain momentum and show progress
• Success stories that demonstrate positive impact
• Clear guides for what's changing and when
• Specific actions required from different groups

Choosing the right channels

Using multiple channels helps ensure your message reaches your intended audience.

For major announcements:

• Company-wide meetings for initial launch
• Follow-up emails with detailed information
• Department meetings for specific impact discussions
• Digital platforms for ongoing updates

For day-to-day updates:

• Team huddles for immediate concerns
• Collaboration tools for quick questions
• Intranet sites for resource access
• Regular email digests for progress updates

Element 2: Stakeholder engagement

Getting key stakeholders on board means taking time to identify key groups, understanding their concerns, and giving them the support they need to champion the change.

Executive sponsorship in action

Executive sponsors do more than just approve the change. They actively demonstrate its importance through their actions. For example, a CFO implementing new expense software might:

• Be the first to use the new system
• Share their personal experience in company communications
• Regularly review and communicate adoption metrics
• Celebrate teams showing strong engagement
• Address concerns in town hall meetings

Managing resistance constructively

Resistance to change is natural and can actually improve your implementation when handled properly. Create structured ways to:

• Gather concerns early through surveys and focus groups
• Address issues openly in team meetings
• Document and share solutions to common problems
• Track resolution of major concerns
• Follow up to ensure solutions are working

Element 3: Training and support systems

Learning new systems takes more than just technical training. An ideal change program helps employees build competence and confidence, supporting them from day one to full adoption.

Creating multiple learning pathways

Design your training approach with multiple pathways to cater to different learning styles and comfort levels. Start with a core curriculum that builds from basic to advanced skills. For example, when implementing new travel and expense management software, your path might include:

• Basic submission process (everyone)
• Advanced features for frequent travelers
• Approval workflows for managers
• Reporting tools for finance teams
• System administration for key users

Supplement these core paths with:

• Quick reference guides for common tasks
• Video tutorials for visual learners
• Hands-on practice sessions
• Peer mentoring opportunities

Building a robust support infrastructure

Support shouldn't end when training does. Create a multi-layered support system that provides help when and where users need it:

• Immediate help through an internal help desk
• Self-service resources in a searchable knowledge base
• Peer support through trained super-users
• Regular office hours for complex questions
• Feedback channels for continuous improvement

Element 4: Phased implementation

A phased approach to implementation reduces risk and allows for adjustments based on real-world experience while maintaining business continuity.

Pilot program design

Your pilot program sets the tone for the entire implementation. Choose your pilot group carefully.

Look for:

• A mix of user types (frequent and occasional users)
• Different roles (employees, managers, administrators)
• Various departments or locations
• Both enthusiastic and skeptical participants

Structure your pilot to:

• Test all key functionality
• Validate training materials
• Identify potential issues
• Gather user feedback
• Refine support processes

Scaling successfully

Use insights from your pilot to refine your approach before full rollout. Consider these factors when planning your expansion:

• Department readiness
• Current workload and capacity
• Existing technology comfort level
• Business cycle timing
• Resource availability

Support scaling with:

• Additional training resources needed
• Help desk capacity
• Documentation updates
• Super-user network expansion

Element 5: Maintaining momentum

A change management initiative often starts strong but can lose steam over time. A deliberate strategy to maintain momentum keeps your implementation on track and helps ensure lasting adoption.

Progress tracking and celebration

Make progress visible and celebrate success along the way. Create a dashboard that tracks:

• Adoption rates by department
• System usage metrics
• Time savings achieved
• Error rate reduction
• User satisfaction scores

Share these metrics regularly and celebrate both big and small wins. For example:

• Recognize the first department to reach 100% adoption
• Share stories of time saved or problems solved
• Highlight innovative uses of new features
• Acknowledge super-users who help others

Building long-term engagement

Keep users engaged beyond the initial implementation by:

Creating opportunities for advancement

• Super-user programs
• Advanced feature training
• Process improvement teams
• Mentor opportunities

Maintaining regular touchpoints

• Monthly user group meetings
• Quarterly feature updates
• Annual process reviews
• Ongoing feedback sessions

Chapter 3: Prevent and address change fatigue

Change fatigue is one of the biggest threats to successful transformation initiatives. To maintain momentum and achieve lasting results, you have to actively identify, prevent and address it.

Recognizing the signs early

Change fatigue rarely appears suddenly. Understanding its gradual progression helps you intervene before it impacts your change initiative's progress.

Individual warning signs

Pay attention to subtle shifts in behavior and performance. These early indicators often appear before more serious problems develop.

Performance changes

Watch for gradual changes in work patterns. A detail-oriented employee might start making unusual mistakes, or a prompt team member might begin missing deadlines. These changes often indicate fatigue rather than capability issues.

Common performance indicators include:

• Increased error rates in routine tasks
• Missed deadlines or delayed responses
• Decreased attention to detail
• Inconsistent work quality
• Difficulty completing normal workload

Engagement patterns

Notice how team members participate in change-related activities:

• Reduced participation in meetings
• Decreased voluntary feedback
• Less enthusiasm for new features or processes
• Withdrawal from social interactions
• Increased cynicism about changes

Team-level indicators

Team dynamics often provide early warning signs of developing fatigue.

Collaboration quality

Teams experiencing change fatigue generally show:

• Reduced cross-functional cooperation
• Increased siloing of information
• More frequent miscommunications
• Delayed responses to requests
• Less willingness to help others

Meeting effectiveness

Watch for these signs during team meetings:

• Lower participation rates
• Shorter discussion periods
• Less creative problem-solving
• Increased tension or conflicts
• Quick agreements without proper discussion

Implementing preventive measures

Prevention is more effective than cure when it comes to change fatigue. Build resilience into your change management process from the start.

Workload management

A strategic workload management plan is crucial during periods of change.

Capacity planning

Consider these key factors:

• Assess current workload before adding new tasks
• Map out resource requirements for change activities
• Identify potential bottlenecks
• Plan for coverage during training periods
• Build in buffer time for unexpected issues

Priority setting

Create clear guidelines for balancing regular work with change-related tasks:

• Identify critical business functions that can't be delayed
• Determine which change activities are time-sensitive
• Create realistic timelines that account for both
• Provide clear escalation paths for conflicts
• Regular review and adjustment of priorities

Building support systems

A robust support system helps prevent fatigue by providing resources and assistance when needed.

Wellness initiatives

Implement programs that address both physical and mental well-being:

• Stress management workshops
• Time management training
• Regular breaks and downtime
• Mental health resources
• Work-life balance support

Professional support

Create multiple channels for professional assistance:

• Mentoring programs
• Peer support networks
• Regular check-ins with supervisors
• Professional development opportunities
• Career path discussions

Addressing active fatigue

When you identify change fatigue in your organization, take prompt action to address it before it affects your implementation success.

Immediate response strategies

Acknowledge the situation

• Communicate openly about the challenges
• Validate team members' experiences
• Share plans for addressing concerns
• Maintain transparency about progress
• Adjust expectations as needed

Provide additional support

• Increase one-on-one check-ins
• Offer extra training or resources
• Adjust timelines where possible
• Add temporary help for routine tasks
• Create more opportunities for feedback

Long-term solutions

Address the root causes of fatigue to prevent recurrence.

Process optimization

• Review and streamline workflows
• Eliminate unnecessary steps
• Automate repetitive tasks
• Reduce administrative burden
• Simplify decision-making processes

Cultural adjustments

• Foster a more supportive environment
• Encourage work-life balance
• Recognize and reward effort
• Promote sustainable practices
• Build change resilience

Key takeaways

To manage change adoption fatigue:

• Monitor both individual and team-level indicators
• Implement preventive measures early
• Maintain robust support systems
• Address fatigue promptly when identified
• Focus on both immediate relief and long-term solutions
• Build organizational change management resilience through cultural change

Chapter 4: Special considerations for technology change management strategy

Technology changes present unique challenges beyond typical organizational change requests. You need careful attention to technical details while maintaining focus on the human elements of the transition.

Technology transition planning

Effective technology transitions require meticulous planning that addresses both technical and operational needs. This planning phase sets the foundation for successful implementation and adoption.

System preparation and analysis

Begin with a comprehensive assessment of your current and future state.

Current state documentation

Start by thoroughly understanding your existing system:

• Document current workflows and processes
• Map all integration points
• Identify customizations and special cases
• List reports and analytics in regular use
• Catalog all user types and access levels

For example, when transitioning to a new travel and expense management system, document:

• Existing approval workflows
• Integration with accounting software
• Custom expense categories
• Compliance rules and requirements
• Regular financial reports

Gap analysis

Compare current state with future requirements:

• Identify process improvements needed
• List new capabilities to be implemented
• Document potential risks and challenges
• Outline training requirements
• Plan for data migration needs

Data migration strategy

Data migration is often the most critical and challenging aspect of technology transitions. Create a comprehensive change management plan that addresses:

Data cleaning and preparation

• Audit current data quality
• Remove outdated information
• Standardize data formats
• Update missing information
• Validate critical data points

Migration planning

Develop a detailed migration strategy:

Pre-migration testing

• Create test scenarios
• Validate data accuracy
• Check system performance
• Verify integration functions
• Document error handling

Migration execution

• Schedule optimal timing
• Plan for system downtime
• Create backup procedures
• Establish validation checkpoints
• Prepare rollback procedures

Building user confidence

The technology change management process often creates anxiety among users. Build confidence through careful attention to user experience and support.

Interface optimization

The user interface is where users form their first impressions and ongoing relationship with new technology.

Usability considerations

• Intuitive navigation paths
• Clear error messages
• Quick access to common tasks
• Consistent design patterns
• Mobile responsiveness

User feedback integration

Actively gather and incorporate user input:

• Conduct usability testing
• Run focus groups
• Collect feature requests
• Monitor user behavior
• Track common issues

Training and support framework

Create a comprehensive training program that builds both competence and confidence.

Multilevel training approach

Basic skills

• Essential functions everyone needs
• Common task workflows
• Basic troubleshooting
• Where to find help
• Practice exercises

Advanced features

• Role-specific capabilities
• Advanced reporting
• System administration
• Integration management
• Best practices

Ongoing development

• Feature updates
• Process improvements
• Efficiency tips
• New use cases
• Success stories

Managing change process and technical challenges

Address technical issues proactively to maintain user confidence and system reliability.

Performance monitoring

Establish comprehensive monitoring to ensure system health:

Key metrics tracking

• System response times
• Error rates
• Integration success rates
• User adoption metrics
• Support ticket trends

Proactive management

• Regular performance reviews
• Capacity planning
• Update scheduling
• Issue prevention
• System optimization

Integration management

Maintain smooth operation across all connected systems:

Integration testing

• End-to-end process validation
• Error handling verification
• Data accuracy checks
• Performance impact assessment
• Security validation

Ongoing maintenance

• Regular health checks
• Update coordination
• Version compatibility
• Documentation updates
• Performance optimization

Key takeaways

Successful technology transitions require:

• Thorough current state analysis and documentation
• Careful data migration planning and execution
• Focus on user experience and confidence building
• Comprehensive training and support programs
• Proactive technical monitoring and maintenance
• Continuous attention to system integration and performance

Chapter 5: Your partner in successful change implementation

While the key principles of successful change management discussed above are sound theoretically, putting them into practice requires the right tools, expertise, and support. Modern business transformations are often complex, and internal teams can benefit from external expertise and support.

The ideal technology partner should offer not just robust features, but also:

• Deep implementation expertise
• Proven change management methodologies
• Comprehensive training and support
• Ongoing optimization assistance
• Demonstrated customer success

When organizations look to modernize their processes, travel and expense management is often first in line. The shift typically involves automating manual tasks, going mobile-first, and connecting with existing financial systems to create smoother workflows.

Emburse delivers innovative end-to-end travel and expense management solutions with proven experience and dedicated support. Our approach focuses on supporting your organizational goals and specific needs:

• Consultative implementation methodology
• In-house expert support
• Seamless system integration
• Customized configuration
• Comprehensive training resources

Transform your travel and expense change management process with confidence. Contact us today.