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PRODUCED BY
How we drive Change
Management at Slack
PRODUCED BYPRODUCED BY
About Me
•  Rav Dhaliwal
•  Head of Customer Success (EMEA) at Slack
•  3rd team member (1st outside the Americas)
•  Opened the London office
@ravsterd
PRODUCED BY
Where Work Happens
PRODUCED BY
Our con5nued growth
4M 
2.25 
42% 
Daily ac5ve users
daily ac5ve
users
of revenue
outside the US
hours of daily
acIve user
engagement
PRODUCED BYPRODUCED BY
PRODUCED BY
PRODUCED BY
Slack is easy. Change is hard.
	
“No major so*ware implementa2on is really about so*ware. It’s about
change management… When you move (systems), you are changing
the way people work… You are challenging principles, their beliefs and
the way they have done things for many years” 

Jeri Dunn, VP and CIO of Nestlé
2002
PRODUCED BYPRODUCED BY
Our change and adop5on method
	A simple, repeatable launch and adop5on method, focused on the
people side of technology enabled change.






People & purpose

People &
purpose
Business uses
 Setup
 Change
PRODUCED BY
BUSINESS USES
Define your business reasons for deploying Slack. Assemble a
team to prepare employees for the change
ADOPTED
We publish
newsleTers in Slack
People & purpose
CHANGE TEAM ROLES
 DESCRIPTION
Project Manager
 Main point of contact to coordinate acIviIes
Execu5ve Sponsor
 AcIvely communicates the purpose and value of Slack
Middle Managers
 Lead adopIon in their departments with business relevant scenarios
Tech Lead & Admins
 Manage iniIal team setup and ongoing user management
Champions
 Promote use, spot successes, provide help and regular feedback
“Our goal for Slack is to connect our Sales, R&D and Produc?on teams in order to
ship our new products 20% faster”
PRODUCED BY
BUSINESS USES
 Start with use cases that maximize adopIon
Time/ Slack
maturity
Businessvalue
ADOPTED
We publish
newsleTers in Slack
ENGAGED
We manage our
MarkeIng projects in
Slack
EMBEDDED
We pipe MarkeIng
leads from our CRM in
to the #sales channel
Business uses
PRODUCED BY
BUSINESS USES
Remove technical barriers to adopIon. Establish Slack as a
compliant and supported service
ADOPTED
We publish
newsleTers in Slack
Setup
Roles
Team wide seZngs 

Permissions 
	
AuthenIcaIon 
	
Compliance	
TEAM SETTINGS
Create #help-slack channel
Train Helpdesk team on basic
Slack queries
Point users to Slack Help
Center
Promote use of /feedback
SUPPORT PLAN
Review Channel Naming
Create template for Champions
Create starter channels
CHANNEL NAMING
PRODUCED BY
BUSINESS USES
Ensure employees have awareness, desire and the knowledge
to use Slack
ADOPTED
We publish
newsleTers in Slack
Change
Pre, during & Post launch
ExecuIve & Middle Manager
comms schedule
Decide on 
comms channels

	
COMMUNICATIONS
 TRAINING
ExecuIves
Admins
Employees

Champions
	
30 days of Slack
Slack video content
Events
ONGOING AWARENESS
PRODUCED BYPRODUCED BY
ESTIMATED 2 WEEKS
IDENTIFY
TRAINING AND
COMMS NEEDS
PEOPLE & PURPOSE
SETUP
BUSINESS USES
CHANGE
PREPARE
CREATE TRAINING
AND COMMS
PLANS, CONTENT
LAUNCH TEASER
CAMPAIGNS
USER TRAINING
LAUNCH COMMS
EARLY ADOPTER LAUNCH
 LAUNCH FIRST
GROUP
ESTIMATED 2-3 WEEKS
SET UP
AUTHENTICATION
TEAM SETTINGS
CHANNEL 
NAMING
SET UP USER
GROUPS
TEAM CONSOLIDATION
BUSINESS AS USUAL ADMINISTRATION
ENGAGE LAUNCH
TEAM
REVIEW SUCCESS &
ADJUST
LAUNCH USE CASES
IDENTIFY PURPOSE AND MEASUREMENT
IDENTIFY TEAMS
TO JOIN SLACK
IDENTIFY SLACK
CHAMPIONS
CREATE SLACK
TEAM
IDENTIFY EXISTING USES OF SLACK
IDENTIFY COMMS AND TRAINING NEEDS FOR
EARLY ADOPTERS
EARLY ADOPTER TRAINING
ONGOING
FEEDBACK FROM
EARLY ADOPTERS
ONBOARD EARLY
ADOPTERS
IDENTIFY NEW USE
CASES FOR FIRST
GROUP
INTERVIEW EARLY
ADOPTERS
LAUNCH EXISTING
USE CASES
LAUNCH EARLY
ADOPTER COMMS
ONBOARD FIRST
GROUP
AWARENESS
CAMPAIGNS
REVIEW SUCCESS &
ADJUST
REPEAT EVERY 2-3 WEEKS
DEVELOP
HELPDESK
SUPPORT PLAN
METHOD
PRODUCED BYPRODUCED BY
								
Accelera5ng adop5on
Change
engagement
PRODUCED BYPRODUCED BY
PRODUCED BYPRODUCED BY
Key Take-aways
•  AdopIon is about more than just deploying technology
•  Change is really HARD for customers
•  Make the case for change EARLY!
PRODUCED BY
THANK YOU

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How we Drive Change Management at Slack

  • 1. PRODUCED BY How we drive Change Management at Slack
  • 2. PRODUCED BYPRODUCED BY About Me •  Rav Dhaliwal •  Head of Customer Success (EMEA) at Slack •  3rd team member (1st outside the Americas) •  Opened the London office @ravsterd
  • 4. PRODUCED BY Our con5nued growth 4M 2.25 42% Daily ac5ve users daily ac5ve users of revenue outside the US hours of daily acIve user engagement
  • 7. PRODUCED BY Slack is easy. Change is hard. “No major so*ware implementa2on is really about so*ware. It’s about change management… When you move (systems), you are changing the way people work… You are challenging principles, their beliefs and the way they have done things for many years” Jeri Dunn, VP and CIO of Nestlé 2002
  • 8. PRODUCED BYPRODUCED BY Our change and adop5on method A simple, repeatable launch and adop5on method, focused on the people side of technology enabled change. People & purpose People & purpose Business uses Setup Change
  • 9. PRODUCED BY BUSINESS USES Define your business reasons for deploying Slack. Assemble a team to prepare employees for the change ADOPTED We publish newsleTers in Slack People & purpose CHANGE TEAM ROLES DESCRIPTION Project Manager Main point of contact to coordinate acIviIes Execu5ve Sponsor AcIvely communicates the purpose and value of Slack Middle Managers Lead adopIon in their departments with business relevant scenarios Tech Lead & Admins Manage iniIal team setup and ongoing user management Champions Promote use, spot successes, provide help and regular feedback “Our goal for Slack is to connect our Sales, R&D and Produc?on teams in order to ship our new products 20% faster”
  • 10. PRODUCED BY BUSINESS USES Start with use cases that maximize adopIon Time/ Slack maturity Businessvalue ADOPTED We publish newsleTers in Slack ENGAGED We manage our MarkeIng projects in Slack EMBEDDED We pipe MarkeIng leads from our CRM in to the #sales channel Business uses
  • 11. PRODUCED BY BUSINESS USES Remove technical barriers to adopIon. Establish Slack as a compliant and supported service ADOPTED We publish newsleTers in Slack Setup Roles Team wide seZngs Permissions AuthenIcaIon Compliance TEAM SETTINGS Create #help-slack channel Train Helpdesk team on basic Slack queries Point users to Slack Help Center Promote use of /feedback SUPPORT PLAN Review Channel Naming Create template for Champions Create starter channels CHANNEL NAMING
  • 12. PRODUCED BY BUSINESS USES Ensure employees have awareness, desire and the knowledge to use Slack ADOPTED We publish newsleTers in Slack Change Pre, during & Post launch ExecuIve & Middle Manager comms schedule Decide on comms channels COMMUNICATIONS TRAINING ExecuIves Admins Employees Champions 30 days of Slack Slack video content Events ONGOING AWARENESS
  • 13. PRODUCED BYPRODUCED BY ESTIMATED 2 WEEKS IDENTIFY TRAINING AND COMMS NEEDS PEOPLE & PURPOSE SETUP BUSINESS USES CHANGE PREPARE CREATE TRAINING AND COMMS PLANS, CONTENT LAUNCH TEASER CAMPAIGNS USER TRAINING LAUNCH COMMS EARLY ADOPTER LAUNCH LAUNCH FIRST GROUP ESTIMATED 2-3 WEEKS SET UP AUTHENTICATION TEAM SETTINGS CHANNEL NAMING SET UP USER GROUPS TEAM CONSOLIDATION BUSINESS AS USUAL ADMINISTRATION ENGAGE LAUNCH TEAM REVIEW SUCCESS & ADJUST LAUNCH USE CASES IDENTIFY PURPOSE AND MEASUREMENT IDENTIFY TEAMS TO JOIN SLACK IDENTIFY SLACK CHAMPIONS CREATE SLACK TEAM IDENTIFY EXISTING USES OF SLACK IDENTIFY COMMS AND TRAINING NEEDS FOR EARLY ADOPTERS EARLY ADOPTER TRAINING ONGOING FEEDBACK FROM EARLY ADOPTERS ONBOARD EARLY ADOPTERS IDENTIFY NEW USE CASES FOR FIRST GROUP INTERVIEW EARLY ADOPTERS LAUNCH EXISTING USE CASES LAUNCH EARLY ADOPTER COMMS ONBOARD FIRST GROUP AWARENESS CAMPAIGNS REVIEW SUCCESS & ADJUST REPEAT EVERY 2-3 WEEKS DEVELOP HELPDESK SUPPORT PLAN METHOD
  • 14. PRODUCED BYPRODUCED BY Accelera5ng adop5on Change engagement
  • 16. PRODUCED BYPRODUCED BY Key Take-aways •  AdopIon is about more than just deploying technology •  Change is really HARD for customers •  Make the case for change EARLY!