Change Management
Deployment is not adoption. We close the gap between going live and people actually using what you built.
The problem
You spent six figures on a new system. Nobody uses it.
The implementation went fine. The vendor hit their milestones. The system is live. And six months later, half your team is running shadow processes in spreadsheets because “the old way was easier.”
This isn't a training problem. It's a change management failure. People weren't brought along. Their concerns weren't addressed. The rollout was done to them, not with them.
We run change management as a discipline — not a checklist email sent the week before go-live. Stakeholder analysis, communication strategy, role-specific training, adoption measurement, and resistance management. From day one of the project, not as an afterthought.
Our approach
Change management that starts before the project does.
01
Stakeholder Analysis
Map who's affected, who's resistant, and who's an advocate. Build the coalition before the rollout, not after.
02
Communication Strategy
Role-specific messaging that answers the question every employee actually asks: 'What does this mean for my day?'
03
Training Design
Workflow-based training, not feature tours. Your team learns the new system through the work they already do.
04
Adoption Measurement
Usage metrics, proficiency assessments, feedback loops. We measure whether people are actually using the new system — not just whether they logged in once.
05
Resistance Management
We identify resistance early, address it directly, and turn skeptics into champions. No passive-aggressive workarounds.
06
Sustainment
Post-go-live support, refresher training, process refinement. The engagement doesn't end at deployment.
Led by
Charley Bixby
Founder & COO
MBA · LSSBB · DBA (in progress)
10+ years leading change in healthcare contact centers and patient scheduling operations. Charley has managed adoption for multi-site system rollouts, process transformations, and organizational restructures — with teams that ranged from skeptical to openly resistant.
Launching something your team needs to actually use?
Let's talk about what's changing, who's affected, and how to make adoption the default — not the exception.