Tips for Reducing the Pain of Transitioning to New Technology
May 17, 2014
Shifting from one technology platform to another can be a painful experience for some organizations. There are, however, ways to reduce the disruption for staff and customers.
When the American Academy of Orthopaedic Surgeons (AAOS) had no choice but to transition from an in-house software solution to a third-party platform for exhibits contracts and financial management, staffers planned ahead for the transition. AAOS’ Exhibits Assistant, Jason Raymond offers some tips on how to reduce the pain of change:
Involve multiple departments in the decision-making process. From the beginning, AAOS’ decision to move to an outside vendor was vetted by all of the departments and individuals who would be affected. Having everyone on board before the installation of the new platform helped the staff prepare.
Involve the vendor in training staff. For example, as the installation was taking place, Raymond arranged for the vendor to address questions from his accounting department on how to integrate the new software into its existing processes and work flow.
Distribute only the information that is relevant to each department. “We received a couple of webinars of instructions from a2z. I listened to all of them and decided what parts would be appropriate for each of the departments. I didn’t want to take up everyone’s time with things they didn’t need to know,” Raymond explains.
Allow plenty of time - more than expected - to complete the transition. “If you believe it will take a month, budget five to six weeks,” Raymond advises.
Provide a variety of support resources to clients. Getting internal staff up to speed is one thing, but it’s doubly challenging when the customers use the new technology improperly or not at all. Raymond advises that providing a variety of resources - FAQs, webinars, online forums, instructions manuals - is helpful to accommodate different learning styles.
Designate a point person. During the installation period, Jason Raymond was the liaison between AAOS staff and a2z. He helped consolidate questions from staff, organize the appropriate training opportunities, and document the process.
Save all staff questions. Raymond collected all of the questions employees asked during training and used the information to create an operations manual that could be used by staff in his absence.
In the end, AAOS’ experience was a positive one. Although there was a small learning curve associated with implementing the new system internally, it couldn’t have been smoother for customers externally. The organization achieved an 80 percent adoption rate in the first year.
Partner Voices
Overview:
The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality.
In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way.
“We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.”
Amenities:
The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.
The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience
The Center is at the epicenter of the destination, with an abundance of hotels, restaurants, and attractions within walking distance. Pedestrian bridges connect both buildings to more than 5,200 rooms and is within a 15-minute drive from the Orlando International Airport. The convenience of the location goes hand-in-hand with top notch service to help meet an event’s every need.
Gold Key Members
The OCCC’s Gold Key Members represent the best of the best when it comes to exceptional service and exclusive benefits for clients, exhibitors and guests. The Center’s Gold Key memberships with Universal Orlando Resort, SeaWorld Orlando and Walt Disney World greatly enhance meeting planner and attendee experiences offering world-renowned venues, immersive experiences and creative resources for their events.
OCCC Events:
This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.
The Center’s top five events during their 2022-2023 fiscal year included:
AAU Jr. National Volleyball Championships 2023
200,000 Attendees
$257 Million in Economic Impact
MEGACON 2023
160,000 Attendees
$205 Million in Economic Impact
Open Championship Series 2023
69,500 Attendees
$89 Million in Economic Impact
Sunshine Classic 2023
42,000 Attendees
$54 Million in Economic Impact
Premiere Orlando 2023
42,000 Attendees
$108 Million in Economic Impact
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