The importance of change management in digitalisation projects
Digital tools promise a lot.
Faster processes, smarter decision-making, better collaboration, cleaner data. The list is long, and for most organisations the business case is convincing. Whether you are rolling out a new procurement platform, upgrading your finance tools, or introducing automated workflows, digitalisation looks like the obvious path to higher performance.
So why do so many transformation projects struggle to deliver their expected value?
Because technology alone cannot transform a company. People do.
And that is exactly where change management becomes the hidden engine behind successful digitalisation.
Digital transformation is not a software project
Most digitalisation journeys begin with strong enthusiasm. A powerful platform is selected, implementation partners get to work, and processes start shifting towards a sleek digital future.
Then reality hits.
Teams fall back into old habits. Adoption lags. Parallel spreadsheets reappear. Workflows are partially used or misused. The tool exists, but the transformation doesn’t.
It happens when the project is treated as an IT exercise rather than a people-driven change. Digitalisation affects roles, behaviours, responsibilities and even company culture. Ignoring that human complexity leads to underused systems and results that fall short of expectations.
We have seen this up close. In one project, a group of users resisted the new workflow during the initial roll-out. By involving them in workshops and showing how the tool simplified their daily tasks, the resistance faded and engagement rose quickly. In another eProcurement implementation, we discovered that several buyers were still preparing sourcing events in Excel out of habit. With targeted, hands-on support, they shifted to the platform smoothly and adoption reached full use within the first month after go-live.
These moments illustrate a simple truth: technology can only succeed when people feel equipped, involved and supported.
Why change management matters
Change management is the discipline that turns a digital project into a working reality. It creates the conditions that allow tools to be adopted, processes to be embedded, and benefits to be sustained.
Here is why it is essential:
1. It aligns people around a shared purpose
Digitalisation disrupts routines. Employees want to know why changes are happening, how it affects their work, and what benefits they can expect. Clear communication and early involvement remove uncertainty and build momentum.
2. It supports adoption from day one
A system creates value only when it is used consistently and correctly. Training, role-specific onboarding, and continuous support help teams feel confident and capable. Confidence drives adoption, and adoption drives impact.
3. It reduces resistance and accelerates improvement
Resistance is natural, especially when workflows or responsibilities shift. Change management provides space to address concerns, gather feedback, and refine the roll-out. This avoids slowdowns and helps improvements land faster.
4. It embeds new behaviours into the organisation
Digitalisation is not a one-time switch. It requires new habits: logging data, following workflows, analysing dashboards, collaborating through the tool. Change management reinforces these behaviours so they become part of the everyday rhythm.
5. It ensures long-term value creation
Without strong change management, companies end up with impressive platforms that operate at a fraction of their potential. When adoption is strong and processes are aligned, digital tools evolve with the organisation and continue to deliver measurable value over time.
What strong change management looks like in practice
Successful digitalisation is built on a mix of structured planning and human insight. These elements make the difference.
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Early stakeholder mapping
Identify who is impacted, who needs to be involved, who can champion the change, and who will feel its effects. This ensures the right conversations happen at the right time. -
Clear ownership and accountability
Digitalisation shifts responsibilities. Defining new roles, approval rights, and workflows ensures the system reflects reality rather than assumptions. -
Training that fits daily work
Generic training rarely sticks. Role-based sessions, use-case demonstrations, and hands-on practice help employees understand how the tool supports their specific tasks. -
Continuous communication
Updates, success stories, reminders, and quick wins keep the project visible and meaningful. Silence is often interpreted as uncertainty, so consistent communication is key. -
Iteration instead of perfection
Digital tools evolve, and so do needs. Post-go-live coaching, feedback loops, and incremental improvements keep adoption high and maintain alignment with the organisation’s goals.
Technology is powerful, but people make it work
Digital transformation is one of the most impactful investments a company can make. It boosts efficiency, strengthens resilience, and enables smarter decision-making. Yet none of that happens by accident. Change management turns digital tools into business results. It creates clarity, reduces friction, supports people, and ensures that the organisation grows alongside the technology.
If digitalisation is on your agenda, and you want it to deliver long-term value, make change management a core part of your approach. It is the bridge between a promising tool and a truly transformed organisation. Want more insights on procurement, finance, project management and digital transformation?
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