Digital success is not just a question of technology. In the end, it always comes down to the people using the technology. How well they do so depends not least on how they are introduced to the system. People are creatures of habit. They have always been. Whether in their private or professional lives: people shy away from change because it is (often) associated with hassle and stress.

»Never change a running system« is a popular argument for postponing changes. This statement is definitely true to a certain extent, but does it also justify adopting procedures and workflows that are sometimes more cumbersome even though they could be made much simpler and more efficient with minor changes? No, it doesn’t, especially not when it comes to replacing inefficient processes and thus saving time – even if this means creating trails first so that they can eventually become easily accessible paths.

Investing in user acceptance is therefore at least as important as a well thought out system selection or migration. Unitedprint, one of Europe’s leading online print shops, did just that when it migrated from Salesforce Classic as part of Salesforce Service Cloud to the modern Salesforce Lightning.