What is change management?

The work that gets people to use a new system or process as intended: understanding who is affected, preparing them, supporting them through go-live, and measuring whether the change holds.

When should change management start?

At the start of the project. Readiness work and choosing champions shape the design itself, and training needs a few weeks before launch.

What does a change champion do?

A champion is a member of the team rather than a manager or consultant. They are trained first, try the system early, answer colleagues' questions at the desk and bring problems back to the project every week. We agree the time they need with their manager.

How do you measure adoption?

From the system's own data where possible: the share of work that goes through the new process end to end, rework rates, and the business result it was meant to move, reported by team every week. Read our note on change after go-live.

Can you support a system you did not build?

Yes. We run change management for ERP, CRM and other platform rollouts, as well as for the apps and automation we build ourselves.

A fixed fee per phase: readiness, go-live and the weeks of support after it. Where both sides agree, part of the fee is tied to adoption and results set before we start.

Change management

Change that sticks. We stay with you after go-live, make the people who use the new system its champions, and track adoption every week until the new way of working is how the work gets done.

Start a conversation Read the FAQ

Use case A distribution company moves 140 dispatchers, warehouse leads and finance staff onto a new order system. Adoption is the share of orders that go through it end to end, measured every week, with a champion named in every team before go-live. The company and figures are illustrative.

Where we help

Readiness before go-live: Who is affected, how their day changes and what could stop them, team by team, so training and support go where the risk is.
A champion in every team: Someone from each team, trained first and given time to help, who answers questions at the desk and brings problems back every week.
Training on real work: Short sessions built on each role's own tasks and data, run in the weeks before go-live, with a refresher once people have used the system.
Roles, incentives and process: Job descriptions, approvals and targets updated so the new way of working is the expected one, and the old workaround is harder than the new path.
Support on the floor at go-live: Our people beside yours in the first weeks, where the work happens, fixing small problems before they turn into workarounds.
Adoption tracked every week: Usage, rework and the business result, team by team, against a target agreed before go-live and reviewed with the sponsor.

Sponsor

VP OperationsOwns the target and reviews one scorecard every week

Change leads

Nautilus change leadPlans, trains and tracks adoption

Your project leadClears blockers and owns the playbook

Champions

Dispatch East84%
Dispatch West80%
Customer service82%
Finance78%
Warehouse A75%
Warehouse B72%
Purchasing70%
Returns52%Helped first

Teams

140 people in eight teams. Each champion is one of them, trained first, with two hours a week agreed with their manager.

How it fits Every team has a champion: one of its own people, trained first, who answers questions at the desk and brings problems back each week. The sponsor sees one scorecard, each champion sees their own team's numbers, and the lowest team gets help first.

We stay after go-live

Your success is our success: Before go-live we agree what success means: an adoption rate and the business result it should move. Where the engagement allows, part of our fee depends on reaching both.
Twelve weeks on the floor: Support continues for at least twelve weeks after launch, the stretch when a new system either becomes routine or gets worked around.
Every team member a champion: Champions lead first, then pass it on. By the end, people show each other the shortcuts and raise problems without being asked.
Measured team by team: An average can hide the one team that has gone back to spreadsheets. We report each team on its own and help the lowest first.
A handover with a playbook: Your people keep the training, the scorecard and the champion network, and can run the next rollout without us. See how this fits Nautilus Consulting.

We also work on AI assistants and agents, iOS and Android apps, web apps and automation, customer experience, and Nautilus Consulting. Most projects use more than one. See how we work.

v1Readiness mapped Every affected team, how its day changes and what could stop it.
v2Champions in place One person in every team, trained first and given time to help.
v3Go-live on the floor Our people beside yours while the new way of working starts.
v4Adoption on target Each team measured weekly, and the lowest helped first.
v5Your team in charge Champions run the check-ins and the next rollout without us.

Each release is a chamber: in use, measured, and carried forward by your team.

Common questions

What is change management?: The work that gets people to use a new system or process as intended: understanding who is affected, preparing them, supporting them through go-live, and measuring whether the change holds.
When should change management start?: At the start of the project. Readiness work and choosing champions shape the design itself, and training needs a few weeks before launch.
What does a change champion do?: A champion is a member of the team rather than a manager or consultant. They are trained first, try the system early, answer colleagues' questions at the desk and bring problems back to the project every week. We agree the time they need with their manager.
How do you measure adoption?: From the system's own data where possible: the share of work that goes through the new process end to end, rework rates, and the business result it was meant to move, reported by team every week. Read our note on change after go-live.
Can you support a system you did not build?: Yes. We run change management for ERP, CRM and other platform rollouts, as well as for the apps and automation we build ourselves.
How is it priced?: A fixed fee per phase: readiness, go-live and the weeks of support after it. Where both sides agree, part of the fee is tied to adoption and results set before we start.

What change are you rolling out?

Tell us what you are weighing. We reply personally, usually with a few questions or a time to talk.

Start a conversation

A nautilus shell cut in half, its pearly chambers spiralling inward against black.