Research shows that only 30% of digital transformation initiatives succeed in meeting their goals . The primary reasons? Employee resistance and a lack of change management.
I experienced this firsthand when, as a junior counsel, I was tasked with implementing a contract lifecycle management (CLM) system for my company. What initially seemed like a straightforward project quickly became complex. Resistance came not only from members of the legal team but also from other departments. Concerns ranged from data security risks to fear of mastering the new tool. Despite the pushback, by adopting the right strategies, we achieved full adoption and improved efficiency.
Some time later, I joined DiliTrust, a 27-year-old LegalTech company that offers an all-in-one SaaS solution for legal operations, covering everything from contract management to litigation tracking and entity management. In my role, I’ve had the opportunity to see a wide range of LegalTech implementations across different industries and company sizes. Each project came with its own unique challenges and valuable lessons.
Using the PPT Framework to Overcome Resistance
Through these experiences, I’ve realized that for digital transformation to succeed, you need to strike the right balance between three key areas: People, Process, and Technology. This approach, often called the PPT framework, makes sure that the human aspect and how things get done are given just as much attention as the technical side of the implementation
● People: The employees who will use the tool and their willingness to adopt the change.
● Process: How the new tool integrates into current workflows without overwhelming teams.
● Technology: The tool itself and how well it fits the needs of the organization.
By aligning these three components, you can reduce resistance and foster successful adoption.
Step 1: Understand the Roots of Resistance
To effectively manage resistance, it’s essential to identify its root cause. In many cases, teams aren’t against the technology itself—they’re more concerned about the potential disruption to their established workflows. For example, when we first introduced the CLM system, the sales team’s main fear was that it would add extra steps and slow them down, making their work more complicated instead of easier.
To address this, we focused on the People aspect of the PPT framework. We took the time to show them how automating tasks like contract approvals could actually reduce their workload and give them more time to focus on what really matters—client relationships. By acknowledging their concerns and showing the practical benefits, we helped ease their worries and build confidence in the new system.
Step 2: Recruit Internal Champions Early
One of the most effective ways to overcome resistance is by empowering internal champions—team members who are open to change and capable of influencing their peers. These champions build credibility within their teams and help drive momentum for the new system.
In one project, we identified a key member of the procurement team who was open to using the CLM system. After training them as a champion, they demonstrated how the tool could reduce approval times by 50%. Their influence among peers significantly accelerated adoption across the department.
This approach aligns again with the People aspect of the PPT framework by leveraging trust and peer influence to drive change. It makes the transition more organic and less top-down.
Step 3: Implement Change in Phases
Implementing a new system all at once can overwhelm employees and increase resistance.
A gradual rollout, starting with simpler tasks or functions, helps employees adapt at a manageable pace. For instance, when introducing a CLM system, it’s better to begin by automating simpler contracts like NDAs. This allows users to get familiar with the tool before moving on to more complex agreements.
This phased approach aligns with the Process aspect of the PPT framework, ensuring the new tool integrates smoothly into existing workflows without overwhelming the team.
Step 4: Prioritize Training and Ongoing Support
Without the right training, employees can easily feel lost or frustrated with new systems, which can quickly lead to resistance.
People need time and clear guidance to feel comfortable with unfamiliar tools. That’s why it’s essential to go beyond just a one-time training session.
Make sure your team has access to video tutorials, simple guides, or a knowledge base they can turn to whenever they need it. This allows them to learn at their own pace and revisit specific sections if they get stuck. When people feel they can learn without pressure, they’re much more likely to embrace the change.
In addition, working closely with the customer support team from your chosen provider to offer personalized, hands-on training will further boost employee confidence. Tailoring these sessions to your team's specific needs can foster a culture of ongoing learning and improvement.
This approach ties into the Technology aspect of the PPT framework, ensuring your team feels equipped and fully supported to make the most of the new system.
Step 5: Demonstrate ROI and Highlight Quick Wins
People are more likely to embrace change when they see clear, immediate benefits. To overcome resistance, communicate the return on investment (ROI) of the new technology to your team.
Start by identifying quick wins, such as reducing document retrieval time by half or automating repetitive tasks that previously took hours. Once your team sees how these small improvements make their jobs easier, they’ll be more open to adopting additional tools.
This approach links the Process and Technology elements of the PPT framework by proving that the new system delivers concrete value to daily tasks, reducing the friction associated with its implementation.
Wrapping Up: Begin with People, and Let Process and Technology Follow
Handling resistance to digital change requires a thoughtful approach that addresses the concerns of your team while guiding them through the transition. The PPT framework—balancing People, Process, and Technology—is essential in managing this change smoothly.
Digital transformation is challenging, it is really about helping people adjust in their own time. It takes patience, empathy, and careful planning. But in the end, the benefits—like greater efficiency and long-term success—make all the effort worthwhile.