A new ERP, CRM or portal can go live on time and still fail. Staff keep their spreadsheets, enter data late or incompletely, and find ways around the new process. Managers then receive reports they do not trust, and the organisation pays for a system only part of the team uses. Often the cause is not the software itself but that people were not prepared for how their work would change.
Kemlat handles the people side of a system change. We identify who is affected and how, plan communication that explains what changes and why, train each role on its own tasks, and set up support for the period after go-live. We then measure how the system is really used and act where use is weak.
How we work
- 01
Understand who is affected
We list each group affected by the change and what will differ in its daily work, from new screens to new approval steps. We also talk to staff early to hear their concerns.
- 02
Assess readiness and resistance
We assess each group's readiness, the likely sources of resistance and the managers whose support matters most. This shows where effort is needed before go-live.
- 03
Plan stakeholder engagement and communication
We build a stakeholder plan, covering the groups affected by the change or able to influence it, and a communication plan: who hears what, from whom and at which point. Messages explain the reason for the change and what it means for each role.
- 04
Train users and key users
Each role is trained on the tasks it will perform, using its own scenarios, and key users in each department are prepared to support colleagues. Short guides and recordings cover the most common tasks.
- 05
Support go-live
We set up a clear route for questions and issues, track what users ask, and update guides and training accordingly.
- 06
Measure adoption and follow up
We track measures such as active users, records entered on time and continued use of old workarounds. Results are reviewed with management, and actions are agreed for teams that fall behind.
What you receive
Stakeholder and impact map
Each affected group, the change it faces and the support it needs.
Communication plan and messages
A schedule of messages by audience and channel, with drafts ready for management to send.
Role-based training and key users
Training sessions for each role and a network of prepared key users across departments.
Task-based user guides
Short guides and recordings in Arabic and English for daily reference.
Adoption measures and follow-up
Agreed measures of real use, a simple report, and an action plan for teams that need more support.
What changes for you
- Staff know what is changing and why before go-live.
- Work moves into the new system and out of side spreadsheets.
- Each department has key users who answer everyday questions.
- Management sees where adoption is weak and can act early.
Where this service sits in the KEMLAT Method
Scope: This service runs alongside the system implementation, whether Kemlat or another supplier delivers it. Decisions about roles, policies or staffing remain with your management.
Questions clients ask
When should change management start?
Ideally while the system is being designed, so users can comment on the new process before it is built. Starting just before go-live still helps, but leaves less room to deal with concerns.
What if staff still refuse to use the system?
We look for the reason first: a missing feature, a slow screen, a step that doubles the work, or a gap in training. Some reasons need a system fix and others need a management decision, and we take each one to the right owner.
How do you measure adoption?
From the system itself where possible, such as logins, records created and approvals completed on time, combined with short user surveys. The measures are agreed with you before go-live.
Is this only for ERP projects?
No. It applies to any change that alters how people work, including a CRM, a portal, a new approval procedure or a reorganised team.
Related services
All servicesStart with a conversation
Tell us where you are today. We will suggest the right first step, with no obligation.