A Guide for Successful Smart Red Roll Out

A Comprehensive Guide for Large Uniform & Workwear Suppliers

Introducing new software to your customers is a critical yet delicate process. When done well, it can streamline operations, improve user experiences, and drive long-term loyalty. However, a poorly planned rollout can lead to frustration, lost productivity, and damaged relationships.

With nearly 40 years of software development experience, we've partnered with many businesses to successfully implement new systems. Through these experiences, we've learned that a smooth transition requires careful planning and clear communication at every step. This comprehensive guide outlines key strategies we’d recommend to ensure your customers have a positive experience adopting your new Uniform Management System.

1. Prepare Comprehensive Documentation

Visual Guides & Tutorials

Create step-by-step video tutorials for different user scenarios: 

• Basic ordering process for ‘standard’ employees
• Standard order process for managers/those ordering on behalf of others
• Approval workflows for managers and administrators
• Budget management and reporting for administrators

You’ll need to do these for every allowance-type – quantity, values, points and no allowances. Within these tutorials:

• Include screen recordings with voice-over explanations
• Keep videos concise (3-5 minutes) and focused on specific tasks
• Add closed captions for accessibility

Written Documentation

• Develop detailed user guides for different user roles, using the scenarios above
• Create quick-start guides for common tasks
• Update your website's FAQ section with: 

   - System requirements

   - Common troubleshooting steps

   - New features and benefits

   - Changes from the previous system, if you have one

2. Customer Consultation and Communication

Pre-Implementation

• Schedule individual consultations with key users within key accounts
• Host online tutorials for clients, across different time zones (where relevant)
• Gather relevant data with your customer

   - If you have an existing system, encourage a data cleanse then decide which data should be transferred to Smart Red

   - If you don’t have an existing system, send your customer templates including wardrobes, allowances and user templates, so you can easily upload all the data to your new UMS at the same time

Clear Timeline Communication

• Provide a detailed rollout schedule including: 
• Training session dates
• System downtime windows (specify exact dates and times) if you’re transitioning from an existing system
• Go-live date
• Post-implementation support period

Send multiple reminders through various channels: 

• Email notifications
• On your blog and social media accounts
• Account manager communications

3. Multi-Channel Training Approach

• Offer various training formats: 

   - Live webinar sessions

   - One-on-one training for key accounts

• Key communication on each client’s Smart Red homepage, with a ‘how to use guide’ per customer
• Schedule multiple sessions across different time zones, where relevant
• Record all live sessions for future reference

4. Implementation Strategy

Optional - Phased Rollout

Some clients choose a staged implementation, with a pilot phase with selected customers. These can be done in a test environment only, or can be a small group live rollout with agreed clients. Allow for feedback and time for adjustments between phases.

Full Implementation - System Transition

• Clearly communicate the cutoff date for the old system, where relevant
• Specify how historical data will be handled
• Give time between a cut-off date for orders on an old system, and importing, before launching Smart Red (recommended 2 working days)

5. Support Structure

Dedicated Support Team

• Establish a specialised Customer Support Team for the transition period
• Create clear escalation paths for different types of issues

Proactive Support Measures

• Monitor system usage patterns
• Track common issues and create solutions
• Regular check-ins with key accounts
• Gather and act on feedback

6. Post-Implementation Follow-up

Evaluation Process

• Schedule review meetings with customers
• Regular updates based on user feedback
• Ongoing training for new features
• Update documentation as needed

Final Tips for Success

• Overcommunicate during the entire process
• Build in buffer time for unexpected issues
• Celebrate successful implementations with customers
• Document everything for future reference
• Maintain regular touchpoints with key stakeholders
• Keep your support team well-trained and informed

Remember, successful software implementation is not just about the technical aspects – it's about bringing your customers along on the journey and ensuring they feel supported at every step. By following this process, you can not only ensure a smooth transition, but also re-engage with your customers in a way that can potentially lead to increased sales.