About.

Sue Webster’s company, based in Sydney Australia, provides corporate change management and career counseling services. Sue is the company principal and her specialty is assisting organisations manage change projects and programs, technology rollouts and process improvements. Sue’s company typically works with large organisations on high-profile and business-critical change projects across systems, people and processes.

The pain points.

For a large group of eight University in Australia, Sue was contracted to oversee a substantial CRM change management project, that entailed transitioning four corporate teams from one system to another, simultaneously and in real-time.
Keeping momentum going while incorporating feedback quickly, efficiently, and accurately were Sue’s biggest challenges for this particular project

The results.

Sue Webster Co’s decision to use Runthru reaped the following gains:

• Substantial time savings
• Brand conformance across multiple divisions and teams
• Flexibility and adaptability has seen Runthru picked up in many arms of the organisation 
• Seamless integration and value adds with ServiceNow have increased use and functionality of ServiceNow
• Ease of use and installation for non-technically-minded people means more time is spent on important work

Sue Webster's story.

Sue Webster is a corporate change management strategist who designs and executes change management projects and strategies for a variety of clients across the banking, government and higher education sectors.

Over the last two years Sue has been the Change Management Lead on a university-wide Microsoft Dynamics 365 CRM implementation at the University of NSW.

“I help organisations manage change and my specialty is technology implementations and process improvements. At UNSW our role has been to lay the ground work for best practice and ensure there is a smooth transition to the new CRM system” says Sue, “Part of that work has involved identifying and managing impacts on job roles and people and making sure they have the necessary level of skills and support going forward.This was a large multi-department project” Sue explains, which saw her small team transitioning four corporate teams operating at one of Australia’s leading research universities, simultaneously and in real-time.

The imperative was to sustain momentum and Sue did that by incorporating feedback quickly, efficiently, and accurately. She recalls that when she was looking at tools to make the task of building Quick Reference Guides (QRGs) for this project more efficient she was specifically looking for something that would help her ‘build materials quickly.’

When Sue saw a demo of Runthru she says she was willing to ‘give it a go’ because she ‘liked the templates and how they were ‘pre-done’ and automatically laid out. “It simplifies things.” she says. QRGs, affectionately known as ‘cheat sheets’, are aids that help people get tasks completed without having to read entire manuals or handbooks. QRGs are designed specifically for users to get up-to-speed quickly on a task at hand whether they are performing that task for the first time or just need a refresher. QRGs can take the form of an outline, a chart or a series of steps.

“For this CRM project maintenance was important says Sue. “Runthru makes QRG authors more self-sufficient. There was a lot of pain around developing the QRGs–it can be a really painful process–Runthru has alleviated that pain.”

With Runthru Sue and her colleague Roslyn could avoid delays and gaps. “With each release we could address changes and developments straight away and start training” says Sue.

“It was really dynamic and the feedback and opinions we were receiving around the transition to Microsoft Dynamics was incorporated into new changes and  improvements to our QRGs straight away.”

One of the realities of working in this space is that data and the requirements of a CRM are constantly in flux throughout their lifetimes; goals will change, requirements will change while others will emerge and come into the light once a system is used by people. 

Plans and supporting documentation need to be adaptable and responsive to change.

Runthru’s capacity to tolerate and streamline updates and changes meant any skill gaps or technical mistakes didn’t bottleneck this project. Without an iterative feedback loop change programs can take longer, be harder to implement, cost more money or wind up being more complicated than intended.

“We could loop in feedback and it is so easy to redo steps with Runthru” says Sue. It was a very agile process with new releases every 3 weeks. Runthru’s auto-formatting is a stand out feature, it made it so fast and we could maintain momentum.”

Roslyn, who worked with Sue preparing the QRGs for this project concurs, “Previously it took days to do one QRG. With Runthru I get the feedback and can go in and update the QRG very easily. I don’t have to go back and redo everything.” In practical terms Roslyn used Runthru’s Snap button to quickly gather screenshots;

Plans and supporting documentation need to be adaptable and responsive to change.

Runthru’s capacity to tolerate and streamline updates and changes meant any skill gaps or technical mistakes didn’t bottleneck this project. Without an iterative feedback loop change programs can take longer, be harder to implement, cost more money or wind up being more complicated than intended.

” I really like the Snap button, I actually love it,” she says, ” I can capture things so quickly and then it’s all kind of pre-done for you”

Roslyn also appreciates the way Runthru allows users to re-organise and reorder steps ‘as they go.’ With the live editing panel. “It’s so easy to update when things change. It is incredibly flexible which makes it great for content owners to maintain and update their documents. As a user, there is nothing more frustrating than reading instructions or QRGS that are out of date. Live, dynamic or ‘evergreen’ documents that document authors are able to access quickly so they can edit and update them in perpetuity, including the original images/screenshots and source material, is the solution.” Each document created with Runthru is in essence a ‘source of truth original’ making it quick and easy for document authors to update their Project Plans or Test Plans on-the-go for example, and then make ongoing maintenance and updates on documents their continuous evergreen documents that are used for activities such as:

• User Manuals
• Training Manuals
• Operations Documents
• and QRGs.

It is common agile practice to defer the preparation of documentation for as long as possible and not until they are necessary. Runthru accommodates agile approaches and practice and as Sue points out it also,

“… saves dollars in the long run. I see it as part of a good support mix.”

Image attributions: Top photo collage of Runthru users

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